Key Responsiblities
Applications close on Monday, 27 July.
Your primary role as Retail Experience Assistant will be to provide a five-star-level of customer service. Our aim is to work together to create an engaging, enlightening and enjoyable experience for every visitor to The Shop, so that everybody feels welcome and able to talk to our team.
Our approach to retail has been developed in line with the Japanese concept of Omotenashi :
“Translated simply, Omotenashi means the Japanese way of treating a guest. It blends a welcoming spirit with warmth, understanding, and above all respect.
The Japanese language makes no distinction between ‘guest’ and ‘customer.’ In English, the concept of ‘service’ suggests a hierarchy between the ‘server’ and the ‘customer.’ The Japanese Omotenashi, however, is based on a non-dominant relationship between equals – between the person offering the service (the host) and the person receiving it (the guest or customer).
To practice Omotenashi, the host pays close attention to detail and is committed to anticipating the needs of the guest, smiling sincerely and setting a happy, relaxed mood…”
Retail Experience
Staying up to date and promoting all Japan House London facilities, services, products, activities, talks and tours, special exhibitions, membership, and any special events.
When on the shop floor, act as a Japan House brand ambassador, and practice omotenashi behaviours.
Welcoming all visitors to the Japan House London experience.
Engaging with visitors, enabling them to explore and enjoy the retail shop, by interpreting themes clearly and accurately.
Assisting with retail-related events on the Shop floor, such as product demonstrations or curatorial activities
Staying up to date and knowledgeable about installations and any seasonal or exhibition-related items in The Shop
Maintaining an understanding of Shop and Stand sales objectives and key metrics
Always presenting a personal appearance that reflects the Brand values of Japan House
Customer Service
Delivering sales through emparting knowledge and education about Japan to shop visitors
Always following Japan House retail operating procedures
Maintaining the highest levels of retail standards
Handling financial transactions efficiently and accurately in line with our cash handling procedures.
Ensuring products are replenished and well-presented throughout Japan House London
Supporting online Shop activities as directed by the Online Retail team
Serving customers at The Stand in a timely manner and following The Stand’s operating procedures
Maintaining high standards of hygiene and following mandatory food safety standards
Health, Safety & Security
Assisting in evacuation during an emergency, and ensure the safety of visitors, colleagues and volunteers.
Supporting front-of-house security and safety, including visual checks, security checks, lock down procedures and dealing with incidents.
Maintaining awareness of and following stock management procedures under the direction of the Retail Administration Team
Events and Other Activities
Assisting with retail-related events at Japan House such as product demonstrations
Assisting with external pop-up shops outside Japan House London as required
Supporting the delivery of venue hire events.
Working in the office and supporting occasional research and administrative duties as required
Skills, Knowledge & Experience
Essential 2+ years of experience of working in retail as a sales associate
Educated to A level or equivalent qualification
Experience in cash handling, visual merchandising and inventory management are essential
Knowledge of Health & Safety procedures
Know when to approach visitors and offer assistance
Ability to understand product information so every visitor experiences the depth and heritage of the product being sold
How to evaluate and respond sensitively to the specific needs of visitors
How to resolve incidents to a satisfactory outcome
When to seek assistance and advice from other team members
Experience of answering enquiries / complaints and dealing with challenging customers
High business standard English language skills are essential
Strong passion for and an understanding of Japanese culture and history would be an advantage
Continuous appetite for learning, particularly around Japanese culture and language
Desirable
Experience of working in high-end retailer would be an advantage
Exposure to relevant sector preferred (Museum, Gallery, Arts, NFP, Visitor Attraction, Heritage Destination or Tourism Development)
A qualification in Japan Studies, History, Art, Design or another related field preferred
Additional training and / or supplementary courses completed in Customer Services, Retail, or relevant associated areas advantageous
Basic First Aid training advantageous
High level of proficiency in full MS Office suite
Experience of team management would be an advantage
High business standard Japanese are highly advantageous
Japan House London is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination.
We look forward to receiving applications from all, and particularly those from under-represented groups as we develop our team.
Work Environment
Most duties will be carried out in Japan House London public spaces.
Based at Japan House London, Kensington High Street.
Rolling rota will include occasional weekend and evening working.
Additional after-hours project and event-related work may often be required.
Benefits
We are an accredited Living Wage Employer committing to raising hourly rates of pay in line with the London Living Wage
Generous holiday allowance – full-time allowance is up to 36 days per year inclusive of public and bank holidays
Group life insurance scheme for all staff
Remote GP app - including access to a GP, physiotherapy and mental health support
Cycle to work scheme
Employee discount for the Japan House Shop and Stand
Discount platform for high street shops
Access to perks and discounts local to Kensington High Street, London
Personal learning budget to spend on personal development (after 6 months’ service)