Client Experience Lead
Company
OKA DIRECT LIMITED
Location
Guildford
Employment Hours
Full Time
Employment Type
Permanent
Salary
Job Requirements/Description
ABOUT OKA
Founded over 20 years ago by three entrepreneurial women with a passion for beautiful, practical and comfortable homes, OKA is more than a furniture and homeware retailer: it is a love affair with living well.
We inspire people to confidently create a home that reflects their personality, a space where nothing should be too precious or perfect to be enjoyed with family and friends. British-born, today we have 15 stores across the UK - an established Interior Design and Trade business, a mail-order service and a thriving website.
ABOUT US
We know the best work is done by people who enjoy their jobs, so we create a fun and nurturing environment where everyone feels valued and is able to thrive. We are looking for an agile and proactive Client Experience Lead with a positive attitude and entrepreneurial spirit who can help us nurture this company culture.
Reporting to the Store Manager, the Client Experience Lead is responsible for delivering an exceptional customer journey whilst driving commercial performance across the sales floor. They lead by example, coaching and inspiring Sales Advisors to achieve sales targets, maximise every customer opportunity and deliver outstanding service through expert product knowledge, clienteling and styling advice.
Working alongside the Store Manager, they own the day-to-day sales floor, ensuring every customer receives a premium experience while maintaining momentum against store KPIs.
KEY RESPONSIBILITIES
CLIENT EXPERIENCE
Champion an exceptional luxury customer experience at every touchpoint.
Lead by example in delivering personalised styling and home advise.
Drive clienteling activity to build long-term customer relationships
Ensure every customer leaves feeling inspired and valued.
Coach advisors to confidently identify opportunities for Home Styling, Interior Design and Trade referrals.
Resolve customer issues with professionalism.
SALES
Lead the Sales Advisors, creating energy and pace throughout every trading day.
Drive sales team performance against store targets and KPIs (Trust Pilot etc).
Coach Sales Advisors in the moment to maximise conversion, ATV, UPT and customer engagement.
Hold regular sales huddles and communicate daily priorities.
Identify missed opportunities and quickly adapt trading focus.
Support the Store Manager with trading actions and performance plans.
Celebrate success and create healthy competition within the team.
PEOPLE & CULTURE:
Maintaining a key presence on the shopfloor to role model excellent service standards
Role-modelling our Company Values and Behaviours
OUR VALUES
Put the Customer First - provides exceptional internal and external customer service at all touchpoints
Be In It Together - approachable, personable, committed to shared success
Think Big - creative, innovative, solutions orientated
Own It - curious, persistent, drives results
Stay Playful - energises others, focuses on positives and opportunities, finds room for spontaneity
ABOUT YOU
Commercially driven and motivated by achieving targets.
Passionate about luxury customer experience.
Confident leading from the shop floor.
Skilled at building relationships with customers.
Positive, energetic and resilient.
Comfortable using performance data to improve results.
Confident communicator with excellent interpersonal skills
Natural flair for interior design, styling and store merchandising
Experience and enthusiasm for high-end retail environments
Extensive selling skills and the ability to motivate others
Good eye for detail
Flexible approach to working hours as the sector demands
Tenacious, hardworking and reliable
A creative, problem-solving spirit
Passion for the OKA brand
OUR BENEFITS PACKAGE
33 days holiday (including bank holiday entitlement), plus Length of Service increases
Day off for your birthday
Health Cash Plan
Generous staff discount
Enhanced Maternity Pay
Employee Assistance Programme
Eligibility for a discretionary company Bonus Scheme
Discounts on 60+ UK retailers via My OKA benefits platform
Plus a suite of additional employee benefits including Company pension scheme, life assurance cover, free eye tests, cycle to work scheme, interest free travel loans, social events, online wellbeing centre and more.
If successful you will become part of the OKA family, a fast-paced and dynamic business. If you would like to apply for this position, please send your CV and details of your salary expectations, notice period and right to work information via the link provided.
Founded over 20 years ago by three entrepreneurial women with a passion for beautiful, practical and comfortable homes, OKA is more than a furniture and homeware retailer: it is a love affair with living well.
We inspire people to confidently create a home that reflects their personality, a space where nothing should be too precious or perfect to be enjoyed with family and friends. British-born, today we have 15 stores across the UK - an established Interior Design and Trade business, a mail-order service and a thriving website.
ABOUT US
We know the best work is done by people who enjoy their jobs, so we create a fun and nurturing environment where everyone feels valued and is able to thrive. We are looking for an agile and proactive Client Experience Lead with a positive attitude and entrepreneurial spirit who can help us nurture this company culture.
Reporting to the Store Manager, the Client Experience Lead is responsible for delivering an exceptional customer journey whilst driving commercial performance across the sales floor. They lead by example, coaching and inspiring Sales Advisors to achieve sales targets, maximise every customer opportunity and deliver outstanding service through expert product knowledge, clienteling and styling advice.
Working alongside the Store Manager, they own the day-to-day sales floor, ensuring every customer receives a premium experience while maintaining momentum against store KPIs.
KEY RESPONSIBILITIES
CLIENT EXPERIENCE
Champion an exceptional luxury customer experience at every touchpoint.
Lead by example in delivering personalised styling and home advise.
Drive clienteling activity to build long-term customer relationships
Ensure every customer leaves feeling inspired and valued.
Coach advisors to confidently identify opportunities for Home Styling, Interior Design and Trade referrals.
Resolve customer issues with professionalism.
SALES
Lead the Sales Advisors, creating energy and pace throughout every trading day.
Drive sales team performance against store targets and KPIs (Trust Pilot etc).
Coach Sales Advisors in the moment to maximise conversion, ATV, UPT and customer engagement.
Hold regular sales huddles and communicate daily priorities.
Identify missed opportunities and quickly adapt trading focus.
Support the Store Manager with trading actions and performance plans.
Celebrate success and create healthy competition within the team.
PEOPLE & CULTURE:
Maintaining a key presence on the shopfloor to role model excellent service standards
Role-modelling our Company Values and Behaviours
OUR VALUES
Put the Customer First - provides exceptional internal and external customer service at all touchpoints
Be In It Together - approachable, personable, committed to shared success
Think Big - creative, innovative, solutions orientated
Own It - curious, persistent, drives results
Stay Playful - energises others, focuses on positives and opportunities, finds room for spontaneity
ABOUT YOU
Commercially driven and motivated by achieving targets.
Passionate about luxury customer experience.
Confident leading from the shop floor.
Skilled at building relationships with customers.
Positive, energetic and resilient.
Comfortable using performance data to improve results.
Confident communicator with excellent interpersonal skills
Natural flair for interior design, styling and store merchandising
Experience and enthusiasm for high-end retail environments
Extensive selling skills and the ability to motivate others
Good eye for detail
Flexible approach to working hours as the sector demands
Tenacious, hardworking and reliable
A creative, problem-solving spirit
Passion for the OKA brand
OUR BENEFITS PACKAGE
33 days holiday (including bank holiday entitlement), plus Length of Service increases
Day off for your birthday
Health Cash Plan
Generous staff discount
Enhanced Maternity Pay
Employee Assistance Programme
Eligibility for a discretionary company Bonus Scheme
Discounts on 60+ UK retailers via My OKA benefits platform
Plus a suite of additional employee benefits including Company pension scheme, life assurance cover, free eye tests, cycle to work scheme, interest free travel loans, social events, online wellbeing centre and more.
If successful you will become part of the OKA family, a fast-paced and dynamic business. If you would like to apply for this position, please send your CV and details of your salary expectations, notice period and right to work information via the link provided.
Company
OKA DIRECT LIMITED
Location
Guildford
Employment Hours
Full Time
Employment Type
Permanent
Salary