Key Responsiblities

Applications close on 27th July.

Your primary role as Retail Experience Assistant will be to provide a five-star-level of 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.
 
The Japanese language makes no distinction between ‘guest’ and ‘customer.’ In English, the concept of ‘service’ suggests a hierarchy between the ‘server’ and the ‘customer.’ The Japanese Omotenashi, however, is based on a non-dominant relationship between equals – between the person offering the service (the host) and the person receiving it (the guest or customer). 
 
To practice Omotenashi, the host pays close attention to detail and is committed to anticipating the needs of the guest, smiling sincerely and setting a happy, relaxed mood…”

Retail Experience

• 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.
• Welcoming all visitors to the Japan House London experience.
• 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
• Staying up to date and knowledgeable about installations and any seasonal or exhibition-related items in The Shop 
• 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 

Customer Service

• Delivering sales through emparting knowledge and education about Japan to shop visitors
• Always following Japan House retail operating procedures
• Maintaining the highest levels of retail standards
• Handling financial transactions efficiently and accurately in line with our cash handling 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

Health, Safety & Security

• Assisting in evacuation during an emergency, and ensure the safety of visitors, colleagues and volunteers.
• Supporting front-of-house security and safety, including visual checks, security checks, lock down procedures and dealing with incidents.
• Maintaining awareness of and following stock management procedures under the direction of the Retail Administration Team 

Events and Other Activities

• Assisting with retail-related events at Japan House such as product demonstrations 
• Assisting with external pop-up shops outside Japan House London as required
• Supporting the delivery of venue hire events.
• Working in the office and supporting occasional research and administrative duties as required

Skills, Knowledge & Experience

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 
• Knowledge of Health & Safety procedures
• Know when to approach visitors and offer assistance
• Ability to understand product information so every visitor experiences the depth and heritage of the product being sold
• How to evaluate and respond sensitively to the specific needs of visitors
• How to resolve incidents to a satisfactory outcome
• When to seek assistance and advice from other team members
• Experience of answering enquiries / complaints and dealing with challenging customers
• High business standard English language skills are essential
• Strong passion for and an understanding of Japanese culture and history would be an advantage
• Continuous appetite for learning, particularly around Japanese culture and language

 

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 
• Experience of team management would be an advantage 
• High business standard Japanese are highly advantageous

Japan House London is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. 
We look forward to receiving applications from all, and particularly those from under-represented groups as we develop our team.

Work Environment

• 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.

Benefits

• We are an accredited Living Wage Employer committing to raising hourly rates of pay in line with the London Living Wage
• Generous holiday allowance – full-time allowance is up to 36 days per year inclusive of public and bank holidays
• Group life insurance scheme for all staff
• Remote GP app - including access to a GP, physiotherapy and mental health support 
• Cycle to work scheme
• Employee discount for the Japan House Shop and Stand
• Discount platform for high street shops
• Access to perks and discounts local to Kensington High Street, London
• Personal learning budget to spend on personal development (after 6 months’ service)