Brand Retail Sales & Customer Experience Executive

Dr Sam's Skincare; Manchester; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A dynamic beauty brand is seeking a Retail Sales and Customer Experience Executive in Manchester to engage customers in-store and online. This hybrid role offers a competitive salary, flexible working hours, and opportunities for growth within a founder-led company focused on expanding globally. The ideal candidate will have retail experience, strong product knowledge, and a passion for skincare.

Benefits

Competitive salary plus commission

33 days holiday

Product allowance & generous employee discount

Company pension

Qualifications

• Proven experience in retail or customer experience roles, preferably in beauty/skincare.
• Excellent written and verbal communication skills.
• Strong attention to detail and the ability to work independently.

Responsibilities

• Sell and recommend products in-store to meet customer needs.
• Respond to customer queries via email and live chat.
• Provide weekly reports on sales and customer feedback.

Skills

Customer engagement

Sales performance

Product knowledge

Communication

Tech-savvy

Tools

Gorgias

Helpdesk software

Job description

Hybrid Role: Dr Sam’s Retail Sales and Customer Experience Executive - Manchester

Location

4 days/week in-store: London (Base Store: Manchester Trafford Centre)

• May be required to work in other stores & occasional travel regionally for store openings and events

1 day/week remote: Work from home (CX)

Working Days

5 days pw, 7.5hrs per day (excluding 1-hour lunch break) on a 4-week rolling rota Mon-Sun

Overview

We are looking for a passionate and versatile Retail Sales & Customer Experience Executive to represent Dr Sam’s both in-store and online. This unique hybrid role bridges our physical retail presence with our digital customer experience team — ensuring that every touchpoint, from the shop floor to live chat, reflects the exceptional care, clarity and credibility Dr Sam’s is known for.

Your Responsibilities

In-Store (4 days/week):

• Act as a passionate ambassador for Dr Sam’s on the shop floor, confidently selling and recommending products to meet customers’ skincare needs, driving sales, customer loyalty and repeat business.
• Consistently achieve individual sales goals and contribute to brand sales objectives.
• Stay up to date with product/brand education to ensure the highest level of service.
• Build strong relationships with in-store teams and clients, becoming a trusted expert.
• Conduct daily operational checks: manage stock levels, ensure testers are replenished, and maintain immaculate display standards.
• Support education by delivering training sessions to retail partner staff, promoting deep brand and product understanding.
• Organise and participate in brand-boosting store events, product demonstrations, and popup experiences using tools like the Routine Finder Quiz.
• Provide weekly reporting on sales, feedback, and field insights to HQ and the Retail & Education Manager.

Remote (1 day/week):

• Work alongside the Customer Services team to respond to customer enquiries via email, live chat and phone.
• Resolve product, order, or subscription-related issues in a warm, helpful, and brand-aligned manner.
• Educate customers digitally about product usage, routines, and troubleshooting.
• Gather and communicate feedback, trends, and FAQs to the broader team to inform product development and customer experience improvements.
• Use CX software platform Gorgias and associated tools to manage tickets efficiently and maintain service excellence.

Who You Are

• An entrepreneurial people-person who loves both face-to-face and digital interactions, with the ability to make customers feel seen, supported, and educated.
• Proven experience in retail (ideally beauty/skincare) and/or customer experience roles.
• Strong product knowledge or passion for skincare and confidence in explaining ingredients, routines, and expected results.
• Organised and self-motivated, capable of managing priorities across multiple channels.
• Tech-savvy with experience using helpdesk platforms (Gorgias/Zendesk), subscription platforms, or loyalty programs.
• Excellent written and verbal communicator.
• Resilient, solutions-focused and calm under pressure in a fast-paced environment that requires multitasking with minimal supervision.
• Strong attention to detail, initiative, and the ability to work both independently and collaboratively.
• Agile and adaptable, with the flexibility to work evenings, weekends, and bank holidays.

What We Offer

• Competitive salary plus commission
• 33 days holiday (25 days + 8 bank holidays, which you may be required to work)
• Product allowance & generous employee discount
• Hybrid working arrangement (1 WFH day/week)
• Company pension
• The exciting opportunity to grow with a dynamic, founder-led beauty brand set for global expansion and all the related potential for your career.

About Dr Sam’s

Founded by cosmetic dermatologist Dr Sam Bunting, we create expert-led, accessible skincare for those who want clarity and results. With a digital-first approach, a passionate community, and powerful clinical formulations, Dr Sam’s is changing the way people engage with skincare.