Client Experience Lead

OKA Direct LTD; Guildford; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

33 days holiday + bank holidays

Birthday day off

Health Cash Plan

Enhanced Maternity Pay

Employee Assistance Programme

Discretionary bonus scheme

Discounts via OKA benefits platform

Company pension, life cover

Job summary

OKA Direct LTD seeks a Client Experience Lead in our Guildford store to drive a premium customer journey and commercial performance. You will coach Sales Advisors, inspire exceptional service, and deliver impactful clienteling and styling guidance.

The role requires a passion for luxury retail, strong leadership, and a proactive, entrepreneurial mindset to grow client relationships and exceed store KPIs.

Qualifications

• Experience in high-end luxury retail environments.
• Strong leadership and coaching on the shop floor.
• Proven ability to drive sales and KPI performance.
• Excellent interpersonal and communication skills.
• Interest and flair for interior design and merchandising.
• Flexible hours to match sector demands.

Responsibilities

• Champion luxury customer experience at every touchpoint.
• Lead Sales Advisors to meet store targets and KPIs.
• Coach team to maximise conversion, ATV, UPT, and engagement.
• Own day-to-day shop floor operations and trading actions.
• Role-model company values and behaviours.
• Foster long-term client relationships through clienteling.

Skills

Luxury customer experience

Shop floor leadership

Clienteling

Interior design styling

Sales targets

Communication skills

Team motivation

Adaptability

Job description

We know the best work is done by people who enjoy their jobs, so we create a fun and nurturing environment where everyone feels valued and is able to thrive. We are looking for an agile and proactive Client Experience Lead with a positive attitude and entrepreneurial spirit who can help us nurture this company culture.

Reporting to the Store Manager, the Client Experience Lead is responsible for delivering an exceptional customer journey whilst driving commercial performance across the sales floor. They lead by example, coaching and inspiring Sales Advisors to achieve sales targets, maximise every customer opportunity and deliver outstanding service through expert product knowledge, clienteling and styling advice.
Working alongside the Store Manager, they own the day‑to‑day sales floor, ensuring every customer receives a premium experience while maintaining momentum against store KPIs.

KEY RESPONSIBILITIES

CLIENT EXPERIENCE

• Champion an exceptional luxury customer experience at every touchpoint.
• Lead by example in delivering personalised styling and home advise.
• Drive clienteling activity to build long‑term customer relationships
• Ensure every customer leaves feeling inspired and valued.
• Coach advisors to confidently identify opportunities for Home Styling, Interior Design and Trade referrals.
• Resolve customer issues with professionalism.

SALES

• Lead the Sales Advisors, creating energy and pace throughout every trading day.
• Drive sales team performance against store targets and KPIs (Trust Pilot etc).
• Coach Sales Advisors in the moment to maximise conversion, ATV, UPT and customer engagement.
• Hold regular sales huddles and communicate daily priorities.
• Identify missed opportunities and quickly adapt trading focus.
• Support the Store Manager with trading actions and performance plans.
• Celebrate success and create healthy competition within the team.

PEOPLE & CULTURE

• Maintaining a key presence on the shopfloor to role model excellent service standards
• Role-modelling our Company Values and Behaviours

OUR VALUES

• Put the Customer First - provides exceptional internal and external customer service at all touchpoints
• Be In It Together - approachable, personable, committed to shared success
• Think Big - creative, innovative, solutions orientated
• Own It - curious, persistent, drives results
• Stay Playful - energises others, focuses on positives and opportunities, finds room for spontaneity

ABOUT YOU

• Commercially driven and motivated by achieving targets.
• Passionate about luxury customer experience.
• Confident leading from the shop floor.
• Skilled at building relationships with customers.
• Positive, energetic and resilient.
• Comfortable using performance data to improve results.
• Confident communicator with excellent interpersonal skills
• Natural flair for interior design, styling and store merchandising
• Experience and enthusiasm for high‑end retail environments
• Extensive selling skills and the ability to motivate others
• Flexible approach to working hours as the sector demands
• Tenacious, hardworking and reliable
• A creative, problem‑solving spirit
• Passion for the OKA brand

OUR BENEFITS PACKAGE

• 33 days holiday (including bank holiday entitlement), plus Length of Service increases
• Day off for your birthday
• Health Cash Plan
• Enhanced Maternity Pay
• Employee Assistance Programme
• Eligibility for a discretionary company Bonus Scheme
• Discounts on 60+ UK retailers via My OKA benefits platform
• Plus a suite of additional employee benefits including Company pension scheme, life assurance cover, free eye tests, cycle to work scheme, interest free travel loans, social events, online wellbeing centre and more.

Founded over 20 years ago by three entrepreneurial women with a passion for beautiful, practical and comfortable homes, OKA is more than a furniture and homeware retailer: it is a love affair with living well.

We inspire people to confidently create a home that reflects their personality, a space where nothing should be too precious or perfect to be enjoyed with family and friends. British‑born, today we have 15 stores across the UK – an established Interior Design and Trade business, a mail‑order service and a thriving website.