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About the Role

Provide a five-star level of customer service to create an engaging, enlightening, and enjoyable experience for every visitor to The Shop, ensuring everyone feels welcome and able to interact with the team.

Responsibilities

• Stay up to date and promote all Japan House London facilities, services, products, activities, talks and tours, special exhibitions, membership, and any special events.
• Act as a Japan House brand ambassador on the shop floor, practicing omotenashi behaviors.
• Welcome all visitors to the Japan House London experience.
• Engage with visitors, enabling them to explore and enjoy the retail shop by interpreting themes clearly and accurately.
• Assist with retail-related events on the shop floor, such as product demonstrations or curatorial activities.
• Stay up to date and knowledgeable about installations and any seasonal or exhibition-related items in The Shop.
• Maintain an understanding of Shop and Stand sales objectives and key metrics.
• Present a personal appearance that reflects the Brand values of Japan House.
• Deliver sales through imparting knowledge and education about Japan to shop visitors.
• Follow Japan House retail operating procedures.
• Maintain the highest levels of retail standards.
• Handle financial transactions efficiently and accurately in line with cash handling procedures.
• Ensure products are replenished and well-presented throughout Japan House London.
• Support online Shop activities as directed by the Online Retail team.
• Serve customers at The Stand in a timely manner and follow The Stand’s operating procedures.
• Maintain high standards of hygiene and follow mandatory food safety standards.
• Assist in evacuation during an emergency, ensuring the safety of visitors, colleagues, and volunteers.
• Support front-of-house security and safety, including visual checks, security checks, lock down procedures, and dealing with incidents.
• Maintain awareness of and follow stock management procedures under the direction of the Retail Administration Team.
• Assist with retail-related events at Japan House such as product demonstrations.
• Assist with external pop-up shops outside Japan House London as required.
• Support the delivery of venue hire events.
• Work in the office and support occasional research and administrative duties as required.

Requirements

• 2+ years of experience working in retail as a sales associate.
• 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.
• Evaluate and respond sensitively to the specific needs of visitors.
• Resolve incidents to a satisfactory outcome.
• Know 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.

Skills

• Customer service
• Retail operations
• Cash handling
• Visual merchandising
• Inventory management
• Health & Safety procedures
• Communication
• Problem-solving
• Japanese culture and history
• MS Office suite proficiency
• Japanese language proficiency

Location

• Japan House London, Kensington High Street

Work Type

• Full-time
• Occasional weekend and evening working
• Additional after-hours project and event-related work

Experience Level

• 2+ years of experience in retail
• Experience in high-end retail (desirable)
• Experience in relevant sectors (Museum, Gallery, Arts, NFP, Visitor Attraction, Heritage Destination or Tourism Development) (preferred)
• Experience of team management (advantageous)

Education Level

• A level or equivalent qualification
• Qualification in Japan Studies, History, Art, Design or related field (preferred)
• Additional training/courses in Customer Services, Retail, or associated areas (advantageous)
• Basic First Aid training (advantageous)

Salary/Compensations

• Accredited Living Wage Employer committing to raising hourly rates of pay in line with the London Living Wage

Benefits

• Generous holiday allowance – up to 36 days per year inclusive of public and bank holidays
• Group life insurance scheme
• Remote GP app (including 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
• Perks and discounts local to Kensington High Street, London
• Personal learning budget (after 6 months’ service)

About the Company

• Japan House London offers the opportunity to experience the best and latest from Japan.
• Located on London’s Kensington High Street, the experience cultivated is an authentic encounter with Japan, engaging and surprising even the most knowledgeable guests.
• Presents the very best of Japanese art, design, gastronomy, innovation, and technology.
• Works to deepen the visitor’s appreciation of all that Japan has to offer.
• Cultivates its own understanding of Japan and Japanese cultures.

Equal Opportunity

• Japan House London is committed to encouraging equality, diversity, and inclusion among its workforce, and eliminating unlawful discrimination.
• Applications are welcomed from all, particularly those from under-represented groups.