Retail Experience Admin Assistant

As a Retail Experience Admin Assistant, your primary role is to manage consumable orders and oversee online shop order fulfilment. You will ensure seamless administrative operation of the Shop working closely with Stock controller and contribute to providing exceptional customer service as a member of Retail Experience Assistants (REA) team. On busy days such as weekends, you will be required to work as a REA in the Shop.
 
As a Retail Experience Assistant your primary role is to encourage visitors to purchase products and learn about Japan through the retail experience at JHL.   
You will play an important role in welcoming all visitors to the Japan House London experience, ensuring that all Japan House London visitors are welcomed warmly, encouraged to learn about and engage with the products and other content and experiences at Japan House London, and experience a safe and enjoyable visit.  
 
You will also support the security presence in all public spaces and ensure that the Health and Safety Policy is adhered to. This will include managing visitor flow, being alert to potential hazards, and responding to a variety of needs, especially by being aware of opportunities to enhance the Japan House London experience for all audiences.

Shop Administration  
 
Physical consumables stock management 

• Ensure that all physical stock of consumables is cared for and monitored during its journey from source to delivery 
• Comply with company-specified purchasing procedures (issuing POs, etc.) and execute the procedures accurately
• Place each consumable order (items listed as regular consumables) based on usage forecast and delivery lead time
• Arrange on-call delivery for the items ordered in bulk and the stock are kept by suppliers (e.g.- shopping bags and cups) 
• When purchasing items not on the regular consumables list, submit a proposal to Retail Duty Manager (RDM) or Retail Services Manager (RSM) and obtain approval to place the order
• Working close with Stock Controller, improve the stock control of consumables via well organised stock areas
• Inform RDM of discrepancies, breakages or shortages for incoming stock

Online order fulfilment

• Responsible for the daily operations of end-to-end online fulfilment
• Monitor online order system to process orders without delay, meeting JHL delivery deadlines
• Ensure quality control checks are carried out prior to fulfilment by inspecting products for accuracy or product & quality
• Ensures that all online purchases are packed carefully to ensure good attention to detail and show gratitude to customers 
• Organise courier shipping. Liaise with the Security team and Stock Controller, ensure all the processed parcels are dispatched in timely manner
• Ensures that processed packages of click & collect orders are kept safely, and monitor they are securely collected
• Responsible for disposing of personal information of orders that have been processed in a manner determined by the company
• Liaise with the RDM, contact customers as necessary by telephone regarding their order
• Liaise with the Stock Controller, monitoring and ensuring the stock level of packing materials
• Report to the Merchandising Team and Stock Controller if any of discrepancies/shortages of inventory are found

Retail Experience 

Customer Service

• Delivering sales through imparting 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 guidelines
• Ensuring products are replenished and well-presented throughout TheShop in line with display guidelines
• Supporting online Shop activities as directed by the Retail Management 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
• Provide a five-star-level of customer service

 
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…” 


Health & Safety

• 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

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
• Working in the office and supporting occasional research and administrative duties as required
• Maintaining awareness of and following stock management procedures under the direction of the Retail Administration Team
• Retrieving stock for the team as a stock runner supporting Retail team
• Supporting the stock controller with barcoding, Basic stock control and keeping stockrooms tidy 
• Support the Online Shop as a dedicated picker and packer of orders during peak periods 

Essential 

• 2+ years of experience of working in a retail shop or customer service  
• Educated to A level or equivalent qualification  
• Experience in cash handling, visual merchandising and inventory management are essential  
• Knowledge of Health & Safety procedures
• Ability to understand product information so every visitor experiences the depth and heritage of the product being sold
• How to resolve incidents to a satisfactory outcome
• When to seek assistance and advice from managers and other team members.  
• Experienced in answering enquiries / complaints and dealing with challenging customers responding sensitively to the specific needs of 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. 
• High level of proficiency in full MS Office suite  

Desirable 

• Experience of working in high-end retailer would be an advantage  
• 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
• Experience of team management would be an advantage  
• High business standard Japanese are highly advantageous

We aim to develop and maintain these capabilities in all our team members: 

• Ability to multi-task and prioritize work, whilst paying attention to detail
• Excellent time management skills
• Strong organizational, planning, and problem-solving skills.
• A creative mind with an ability to suggest improvements
• Exceptional standard of customer service through well-established and effective communication skills
• Places the customer at the heart of what they do, engages and listens and responds to deliver exemplary service, creating an outstanding experience
• Support the culture of service excellence, both internally and externally

• Rolling rota will include occasional weekend and evening working
• Work one day on at the weekend required, but not every week
• Most duties will be carried out at The Shop and back of the house in Japan House London 
• Additional after-hours project and event-related work may often be required

• 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 the Shop and the 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 3 months’ service)