Purpose & Overall Relevance for the Organization

• To maintain a highly impactive, brand orientated consumer experience within the adidas LDN Flagship store
• To assist in the end-to-end service experience at all consumers within the designated consumer touchpoint, supporting all elements that provide a one-of-a-kind experience for our Flagship and creators club consumers
• To be the first contact a consumer meets within the designated consumer touchpoint and have a knowledge and experience of product, features, benefits, competitors and the future marketplace to drive brand engagement, consumer centricity and Flagship KPIs
• To aid a culture of consumer centricity within the designated consumer touchpoint.

Key Responsibilities

• To exhibit consumer service behaviours
• Be a Brand Ambassador, proactively and consistently exhibiting the Brand Attitude and Values
• Foster consumer loyalty through high-quality interactions at each step and within the designated consumer touchpoint
• Responsible for providing a great brand experience to consumers entering the LDN Flagship, with the goal of increasing consumer satisfaction, brand engagement and conversion
• Support a designated consumer touchpoint i.e. Football dept, Running Department, Concierge Desk/team, 3rd party Services, Test & Create Zone, Lounge Areas, Digital Takeover, Maker Lab
• Assists in the seamless execution of in-store activations events, in collaboration with the Specialists, Experts, SCEM, Key City Marketing Activation Manager, VM and Retail Operations and helps to maintain the standards set within these areas
• Collaborates with the Specialists, Experts and Senior Consumer Experience Manager to ensure a unique Flagship experience at the designated touchpoint
• Complete all applicable training programs and comply with operational procedures
• Provide feedback on consumer trading patterns to help drive the stores Key Performance Indicators
• Drives a service culture by ensuring all activities are centered on the consumer
• Positively offers suggestions and ideas on ways to improve operations and processes within their area of expertise
• Collaborates with the Flagship Team to actively reduce loss
• Communicates a desire to learn and seizes all available opportunities to drive own development and increase performance
• Delivers a personalised and relevant consumer service at the designated consumer touchpoint
• Take full ownership of key performance indicators relevant to stages of consumer engagement and own performance
• Support in developing and sustaining a positive working culture throughout the store

Authorities

Key Relationships

• Consumers, Peers, Store Director, Consumer Experience Team

Knowledge, Skills and Abilities

• Must possess and consistently exhibit the competencies relative to the position
• Excellent communication and networking skills and customer relationship management
• Is confident in using various digital tools and applications as a method to best service the consumer
• Has a good knowledge of or a background in sports or currently involved with a sports team/activity
• Has a background in retail sales and/or in a customer service facing role
• Possesses and displays motivation and excitement within the specialist area
• Ability to work in demanding situations effectively without compromising their team’s success
• Has good product knowledge of both Adidas & 3rd party products

Requisite Education and Experience / Minimum Qualifications

• Minimum 1 years’ experience working in a sports/fashion consumer & commercial focused retail environment or area of specialism
• Experience in managing high level retail image and delivering consumer in-store experience