SUMMARY: 

The Consumer Experience Team is a cross-branded team. The role supports transforming the professional hair industry through exceptional omnichannel (Online + Offline) experience that benefits all and paves the way for the Consumer Experience of the Future.  

Create Best in class O+O+Pro CX: Help transform salons & our industry through a better consumer experience. Focus on all 4 pillars of transformation:

1. Physical Transformation

2. Digital Transformation

3. Emotional Transformation 

4. Sustainable Transformation

Raise awareness & Amplify Reach through:

? Local Instagram Channel

? ACCESS (UK Education platform) & Salon e-Motion Talks 

? Salon Emotion In Session Events & PPD Brand Events

? Nurture the Community 

KEY JOB ACCOUNTABILITIES:

PHYSICAL/DIGITAL TRANSFORMATION: Working with key salon partners to help them transform their physical salon space and elevate their consumer experience. 

1. PROJECT MANAGEMENT – work on bespoke salon refits with key salons, supporting them on floorplans, concept design and shopfitters (Design & Production). 

2. PILOTS – Working on key projects across the division to test & learn new concepts, measuring the ROI on the project while ensuring it can be scaled & rolled-out. 

3. RETAIL - Elevate the in-salon consumer experience by making the physical space more seamless & memorable using digital technology, enhanced retail navigation and inspiring salons to change the way they retail.

4. COLOUR - Enhance the professional difference in salon by highlighting colour & showcasing theatre and artistry to elevate the in-salon experience.

5. CONSULTATION - Showing Professional expertise in salons, through digital tech and helping stylists to become more connected with their clients.

6. INSPIRATION & TRENDS – Showing to the division and hair pros, new retail concepts across the globe, trends in the way people shop and interior inspiration.  

EMOTIONAL TRANSFORMATION: Helping Hair professionals build strong relationships with clients by leveraging emotional intelligence and positive team culture. Working with external experts to upskill the hair industry on emotional connection.  

UPSKILL & ELEVATE: the hair industry and internal teams through digital and physical events/content, to elevate the consumer experience.  

KEY SKILLS NEEDED:

? Creative person both thinking & design skills 

? Ability to build and nurture relationships with key stakeholders both internally & externally 

? Project Management and organisation 

? Good data analysing skills

? Hands on approach/ Can Do attitude

? Passion / interest / and experience in the beauty or retail industries

? Presentation Skills – confident and can impact & influence 

? Experience working in a fast-paced environment

KEY INTERACTIONS:

? Communicate well with our salon partners (hair stylists and salon owners) as well as internal management to be able to impact & influence their decision making. 

? Briefing and working closely with external agencies, shopfitters and designers on creative design projects. 

? Work closely with other PPD brand teams, such as Marketing, Commercial and Finance.  

YOU HAVE:

MASTERED THE VISUAL MERCHANDISING FUNDAMENTALS 

Expresses and decodes salons image/value & sense of purpose.

Understands & Integrates Market ‘specificities. 

Understands customer path & shopper experience’s rules. 

Leads design innovation and approaches all projects with a creative eye.

Works with Canva Pro / Photoshop. 

Understands floor plans / 3D renders 

DESIGNED 360 CUSTOMER CENTRIC RETAIL CONCEPTS

Showcases and builds brands and salons visual identity to build customer centric retail concepts. 

Creates and designs visual concepts to animate a consistent customer path, launches and catalogue. 

Defines & ensures high quality standards of animation items.

Provides a 360 approach considering all customer touchpoints within the customer journey and pathway to purchase.

DELIVERED OPERATIONAL IMPLEMENTATION WITH EXCELLENCE 

Adapts the retail concept according to the distribution channel or customer profile. 

Ensures technical and legal compliance regarding the production. 

Cooperates with 360° internal & external stakeholders to guarantee consistent retail experience. 

Pilots & monitors animations to ensure these are in line with timelines and budget. 

ACTED AS A BUSINESS DRIVER

Supports and motivates the Consumer Experience team to deliver excellence.

Guaranties the ROI of projects in line with business objectives. 

Strong organizational skills and ability to work to strict deadlines and in a time pressured environment.