Luxury 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

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.