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