Develop and deploy brand consumer experience and education strategies, including talent development and brand execution excellence. Spearhead education curriculum development and collaborate with global departments to identify innovative experiences and training opportunities.

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Key Responsibilities:

• Create and lead the Jo Malone London Consumer Experience Strategy
  • Co-lead the development of the Consumer Journey Strategy with Core Stakeholders.
  • Lead the vision and execution of innovative omni consumer experiences and education programmes that elevate the brand's positioning globally.
  • Lead the development/evaluation/adaptation of Brand Customer Service model.
  • Lead the development of Service/Retail Experience strategy.
  • Collaborate with global Marketing/Global Product Development to develop innovation in brand service/product animation strategy.
  • Work with Global Marketing/International Department to define methods/processes to collate KPI & Service Reports.
  • Work closely with Global Marketing to ensure all education initiatives animate core brand strategy pillars/philosophies.
• Inspire and Empower Regional Leaders
  • Lead regional and global education teams, aligning them to the brand's vision and goals.
  • Conduct structured market visits with Regional Education Leads ensuring all education programmes are implemented and followed up successfully, ensuring they drive KPI's/Retail Sales.
  • Collaborate with cross-functional teams to drive education initiatives that resonate with the global consumer base.
• Develop Talent
  • Create talent development programmes for Stylists, regional leaders, and global teams, ensuring consistent recognition, accreditation, and development of expertise.
  • Guide and mentor education and experience teams to deliver world-class training and engagement strategies. Identify areas of opportunity and development for brand service standards.
  • Foster a culture of continuous learning and growth, supporting teams in reaching their highest potential.
• Generate Growth through Retail Excellence
  • Developing a best-in-class blended physical/digital strategy to support brand acceleration.
  • Develop processes to measure KPI's of all education materials globally.
  • Leverage data and insight to evaluate consumer shopping behaviors and evolve brand customer service model accordingly.
  • Define a tiered approach to the development of education programmes that align with the dynamic and differing needs of each region/retail format.
  • Ensure consistent execution of Retail Experience and support consumer journey elements in all markets globally.
  • Collaborate with key Global Department heads to ensure Education strategy is aligned with brand strategic focuses.
  • Align education strategies with sales/marketing needs in all markets globally.
  • Drive the research process for core education programs to ensure the constant evolution of brand curriculum.
  • Work with Regional Education Leads to ensure evolution and effectiveness of all education programmes.
  • Lead the strategy and program development for Service Experience Academy.
• Brand Advocacy
  • Serve as the brand's most accomplished ambassador across all consumer touch points.
  • Lead media and social media training for Stylists and education teams, ensuring a consistent and authentic brand presence across all channels.
  • Advocate for the brand's values and heritage in all consumer-facing interactions, driving brand loyalty and advocacy.
• Team Leadership
  • Lead, manage, and inspire a global team of education professionals, setting clear objectives and providing guidance to achieve department and brand goals.
  • Foster a collaborative and high-performance environment across direct reports, ensuring alignment with the brand's broader strategic objectives.
  • Conduct regular performance reviews, provide feedback, and support the professional growth of the team.
  • Ensure efficient communication and coordination among the global education teams, maintaining consistency in execution.
• Budget Management
  • Ensure the Global Education Budget is strategically managed and the financial goals for the department are realized within the fiscal budget.
  • Determine and implement strategies to maximize Global Education Department resources and to deliver a greater return on invested capital with all programs/tools.

Qualifications:

• Proven experience in a senior education leadership role within a luxury or beauty brand.
• Demonstrated success in developing and implementing global education strategies that drive consumer engagement and retail excellence.
• Strong leadership skills with a proven track record of inspiring and developing high-performing teams.
• Exceptional communication and presentation skills, with experience in media and social media training.
• Ability to thrive in a fast-paced, global environment, balancing strategic thinking with hands-on execution.