AddressOur prestigious client, Johnnie Walker Princes Street is currently looking for highly motivated and proactive individuals who will be passionate about Retail and the delivery of an excellent customer experience. It's important that they are "team players". Supporting back of the house when required as well as being enthusiastic brand ambassadors front of the house.
Background
In April 2018, Diageo announced a £150 million investment program to transform our Scotch whisky visitor experiences in the biggest concerted programme ever seen in Scotland's whisky tourism sector. As the centrepiece of the investment and the future global brand flagship for Johnnie Walker, the visitor experience in central Edinburgh will bring to life the story of the brand and its makers and create a unique welcome for millions of whisky fans around the world.
This major high-street investment project - with its plan to create world-leading, authentic and cultural visitor experiences - will attract new audiences and help diversify Edinburgh's tourism landscape, bringing vibrant new activity and footfall to the west end of Princes Street. Additionally, Johnnie Walker opened its first retail flagship store in Madrid in November 2018. The store has become a leading shopping destination for fans of Johnnie Walker and is introducing more people to our brand through a variety of experiences, whisky masterclasses and tastings.
Strategic rationale
Scotch is at the heart of our business and performing well, reporting 6% net sales growth in our recent fiscal year results. Scotch makes up 27% of our business. So in addition to growing our iconic Johnnie Walker brand, we're also focused on supporting the growth of the whisky category at large.
Our single malt distillery visitor centres in Scotland have been experiencing double digit visitor growth rates in recent years and we know from extensive research and our own experience at the iconic Guinness Storehouse that immersive experiences directly influence future purchase behaviour. 7 in 10 of visitors to whisky distilleries will buy the brand when back in their home market.
Our visitor centres are a special platform for us to engage, entertain, and educate guests directly - whether they are brand adorers or just curious about whisky. Starting at "Whisky Mile Marker Zero" at Johnnie Walker Princes Street, to the 4 Corners, to our single malt brand homes across Scotland, our guests can learn how Scotch whisky is made and how to enjoy it in surprising ways. Commercial success will be critical to delivering on the business case and securing future investment. As such, each location will be managed as a comprehensive P&L business with management reporting into Global/Corporate.
Aspiration
Diageo has a rich history of welcoming guests to our distilleries and giving them insight into the care and craft that goes into every single bottle of whisky we make. We are fortunate to have more distillery visitor centres than any other Scotch whisky producer and we have continually invested to grow and enhance our guest experiences. Almost a half million people visit annually to hear our founder stories, learn about flavour creation, and participate in curated tastings. As a result, consumers build an emotional connection with our brands, driving salience and supporting their growth. Distillery visitors feel they appreciate the product more after visiting, particularly through identifying the flavours, new ways of drinking and taking a multi-sensorial approach. 62% claim the distillery visit has made them think differently about whisky.
The goal for each distillery site (and for Johnnie Walker Princes Street) is to revolve around a unique theme that is authentic to the brand stories and enhances the site character and location. To this end, resources will be directed at enhancing the visitor experiences in service of theme, emotional engagement, increasing opportunities for revenue, and extending the brand connection well beyond the visit.
Your Time at Work
Purpose of Role
The Retail Associate role will focus on providing an excelent customer service to our guests, visiting the home of Johnnie Walker. They will aim to exceed customer expectations, going above and beyond to create memorable experiences and add value to each visitor.
Top Accountabilities
- Deliver customer experience to meet or exceed financial targets and service goals.
- Instil passion for the brand with customers and have an in depth knowledge of products to provide
well informed and outstanding customer service.
- Develop and maintain client database ensuring repeat visits and customer loyalty.
- Support the team in stock takes and attend all store meetings and training events.
- Represent the brand during promotional events and activities.
- Offer thoughts and ideas to the team for store performance improvements.
- Communicating all potential Health and Safety issues to the Management Team.
- Demonstrate flexibility by supporting in any back of house and administrative operations as required.
- Strive to exceed personal and store key performance indicators to increase store performance.
- Support the team in stock takes and attend all store meetings and training events.
- Positive representative of the brand.
- Consistently elevate their own product knowledge and top selling skills.
- Develops knowledge of trends in industry to provide best service possible.
- Maintain a high level of personal grooming and represent the brand image through customer service, attitude and behaviour.
- Handle any customer complaints in a professional methodical manner to help achieve solutions and
offer appropriate recommendations to store management.
- Manage stock effectively and replenish stock when needed, ensuring that cleaning and safety
measures are met at all times. Fitting with safety and visual merchandising standards.
- Adhere to all company policies, procedures and dress codes.
- Support Loss Prevention strategies and product returns. Alerts Management about any concerns
immediately.
- Filtering customer's feedback about products, promotions and displays.
- To work collaboratively and cross-functionally, re-inforcing a "one team culture".
- Ensuring an inclusive environment for staff and customers.
Our Perfect Worker
- Demonstrable retail experience (1 year), top customer service and sales experience.
- Experience in Luxury brands will be a plus.
- Experience in high footfall retail environments.
- Excellent customer engagement skills, communication and organizational skills.
- Proven operational capabilities, being able to support Back Of House anytime.
- Passion for Retail.
- Demonstrates flexibility and initiative.
- Consistently exhibits professional behavior and punctuality.
- Have and maintain flexible availability.
- Must have open flexibility to work during peak traffic times including evenings, weekends and holidays
Key Information and Benefits
This is a temporary ongoing role
Part-time basis - 16 hours
Flexible starting time - between 07:00 am and finishing time by 09:30 pm (Flexibility is required).
The pay rate starts from £12 per hour.
About Staffline
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