Retail Experience Assistant

As a Retail Experience Assistant, you will be an important part of the visitor-facing team, ensuring that all Japan House London guests in The Shop are welcomed warmly, encouraged to learn about and engage with the products and programming content, and have a safe and enjoyable visit.

Your primary role as a Retail Experience Assistant will be to provide a five-star 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."

Key Priorities:

• 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.
• 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
• 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
• Delivering sales through knowledge and education about Japan to shop visitors
• Always following Japan House retail operating 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

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
• High business standard English language skills are essential
• Knowledge of Health & Safety procedures
• Know when to approach visitors and offer assistance
• How to evaluate and respond sensitively to the specific needs of visitors
• Strong passion for and an understanding of Japanese culture and history would be an advantage
• Continuous appetite for learning, particularly around Japanese culture

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
• High business standard Japanese are highly advantageous

• 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