Customer Experience Manager - The Bar at Home

Diageo; London; On-site; GBP 50,000 - 80,000; Full time

Job summary

A leading premium drinks company in London is looking for a Customer Experience Manager to create exceptional customer experiences at The Bar at Home. This role involves leading the retail team, engaging with customers, and implementing luxury service standards. The ideal candidate will have a solid background in luxury retail and a passion for customer engagement, contributing to a rewarding and dynamic work environment.

Benefits

Annual merit increases

Annual bonus

Subsidized gym membership

Contributory pension scheme

Share options

Product allowance

Qualifications

• Proven experience in luxury retail.
• Strong understanding of high-end service delivery.
• Ability to build strong relationships with customers.

Responsibilities

• Lead retail team and ensure exceptional customer experiences.
• Engage with customers and offer tailored product recommendations.
• Monitor customer feedback to improve the overall shopping journey.

Skills

Developing customer experience strategies

Luxury brand standards

Mentoring retail teams

Sales acumen

Relationship building

Job description

Job Description :

Customer Experience Manager

London, England

Permanent, full time

Closing date: August 3, 2025

About us

With over 200 brands sold in nearly 180 countries, we’re the world’s leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you’ll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating.

About the Role

We are seeking a Retail professional to join our team for The Bar at Home, our store located within our 1HQ office in Soho, London. This person will also support retail across GB with some of our other retail sites.

Top Accountabilities

• Leader within the retail team within the 1HQ store providing effective people management & engagement with customers.
• Welcome customers warmly, creating a memorable first impression.
• Engage with customers to understand their needs and preferences, offering tailored product recommendations.
• Maintain comprehensive knowledge of all products within the store and concessions, including new arrivals and exclusive offerings.
• Assist in maintaining high visual merchandising standards that reflect the luxury nature of our brand.
• Support inventory management processes by conducting regular stock checks, ensuring accurate replenishment, and organizing displays meticulously.
• Collaborate with colleagues to ensure seamless day-to-day operations within the concessions and stores.
• Handle inquiries, complaints, returns, and exchanges professionally, turning challenges into opportunities for enhancing customer satisfaction.
• Develop and implement strategies to create exceptional and personalized customer experiences across all store locations.
• Collaborate and build relationships with the GB and global luxury brand teams to design exclusive events and promotions that enhance the luxury shopping experience.
• Ensure consistent delivery of high-end service standards that reflect the luxury brand image.
• Mentor retail assistants and concession managers to foster a culture of excellence in customer engagement.
• Coach and guide retail teams to deliver world leading customer service.
• Curate unique and memorable in-store experiences tailored to individual customer preferences.
• Build and maintain strong relationships with VIP clients, ensuring their loyalty and satisfaction. Support and enable retail concession teams to do the same.
• Deliver Annual Operating Plan (AOP) goals in retail spaces and play a key role in experience delivery to support this.
• Monitor customer feedback and implement improvements to elevate the overall shopping journey.
• Achieve sales targets by delivering bespoke customer experiences that drive loyalty and repeat business.
• Consistently provide exceptional, personalised service that exceeds luxury brand standards.
• Implement innovative initiatives that enhance customer satisfaction and differentiate the brand from competitors.
• Develop comprehensive training programs for staff focused on delivering personalised service excellence.
• Execute exclusive events that attract high-net-worth individuals and create buzz around the brand.
• Provide regular insights on customer preferences, trends, and feedback to inform strategic decisions.
• Build strong relationships with other Diageo luxury retail channels i.e. Scottish Brand Homes, Global travel etc to foster a culture of shared ideation and learning.
• Support with the identification and set up of new DTC revenue channels, i.e. events/celebrations, weddings, corporate gifting, pop ups/third spaces, roadshows etc.
• Develop and implement plans to capitalise on new DTC retail opportunities both via our online and retail channels
• Work closely with the DTC Commercial strategy and trading manager on plans to capitalise on new opportunities
• Build, maintain, and manage strong relationships with key clients, partners, and stakeholders to ensure customer satisfaction and loyalty.
• Monitor performance, manage budgets effectively, ensuring cost control from new opportunities and revenue streams.
  
  This role requires some travel across GB aligned with visiting our retail sites.

Ideal experiences / Qualifications / capabilities

• Proven experience in developing and implementing strategies for exceptional and personalised customer experiences within luxury retail.
• Strong understanding of luxury brand standards and high-end service delivery, ensuring consistent excellence.
• Experience collaborating with brand teams to design exclusive events and promotions that enhance the shopping experience.
• Ability to mentor retail assistants and concession managers, fostering a culture of excellence in customer engagement.
• Skill in coaching retail teams to deliver world-class customer service through comprehensive training programs focused on personalised service.
• Creativity in curating unique in-store experiences tailored to individual customer preferences while building strong relationships with customers
• Proficiency in delivering Annual Operating Plan (AOP) goals and monitoring customer feedback for continuous improvement of the shopping journey.
• Strong sales acumen with a focus on achieving targets through bespoke customer experiences that drive loyalty and repeat business.
• Naturally proactive with a hands-on, hard-working, and cooperative approach.
• Excellent relationship-building skills with strong communication abilities – adaptable style as needed.
• High resilience & positive attitude – able to build powerful relationships and work collaboratively within a cross-functional team.

Flexible Working Statement-

Flexibility is key to our success. Talk to us about what flexibility means to you so that you’re supported to manage your wellbeing and balance your priorities from day one.

Rewards & Benefits Statement

We offer a highly competitive rewards and benefits package including: Contemporary work life balance policies and wellbeing activities

• Annual merit increases (performance based)
• Annual bonus (performance based)
• Subsidized gym membership
• Contributary pension scheme
• Share options
• Product allowance

Diversity statement-

Our purpose is to celebrate life, every day, everywhere. And creating an inclusive culture, where everyone feels valued and that they can belong, is a crucial part of this. We embrace diversity in the broadest possible sense. This means that you’ll be welcomed and celebrated for who you are just by being you. You’ll be part of and help build and champion an inclusive culture that celebrates people of different gender, ethnicity, ability, age, sexual orientation, social class, educational backgrounds, experiences, mindsets, and more. Our ambition is to create the best performing, most trusted and respected consumer products

companies in the world. Join us and help transform our business as we take our brands to the next level and build new ones as part of shaping the next generation of celebrations for consumers around the world.

Feel inspired? Then this may be the opportunity for you.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Worker Type :

Regular

Primary Location:

1HQ

Additional Locations :

Job Posting Start Date :

2025-07-24