Customer Experience Manager - The Bar at Home

Customer Experience Manager

London, England

Permanent, full time

Closing date: August 3, 2025

About us

With over 200 brands sold in nearly 180 countries, we're the world's leading premium drinks company. Bring your passion and use your curiosity as you explore, collaborate, and innovate to build brands consumers love. Together with passionate people from all over the world, you'll test new ideas, learn and grow, and unlock a brighter, more exciting future. Join us to create a career worth celebrating.

About the Role

We are seeking a Retail professional to join our team for The Bar at Home, our store located within our 1HQ office in Soho, London. This person will also support retail across GB with some of our other retail sites.

Top Accountabilities

• Leader within the retail team within the 1HQ store providing effective people management & engagement with customers.
• Welcome customers warmly, creating a memorable first impression.
• Engage with customers to understand their needs and preferences, offering tailored product recommendations.
• Maintain comprehensive knowledge of all products within the store and concessions, including new arrivals and exclusive offerings.
• Assist in maintaining high visual merchandising standards that reflect the luxury nature of our brand.
• Support inventory management processes by conducting regular stock checks, ensuring accurate replenishment, and organizing displays meticulously.
• Collaborate with colleagues to ensure seamless day-to-day operations within the concessions and stores.
• Handle inquiries, complaints, returns, and exchanges professionally, turning challenges into opportunities for enhancing customer satisfaction.
• Develop and implement strategies to create exceptional and personalized customer experiences across all store locations.
• Collaborate and build relationships with the GB and global luxury brand teams to design exclusive events and promotions that enhance the luxury shopping experience.
• Ensure consistent delivery of high-end service standards that reflect the luxury brand image.
• Mentor retail assistants and concession managers to foster a culture of excellence in customer engagement.
• Coach and guide retail teams to deliver world leading customer service.
• Curate unique and memorable in-store experiences tailored to individual customer preferences.
• Build and maintain strong relationships with VIP clients, ensuring their loyalty and satisfaction. Support and enable retail concession teams to do the same.
• Deliver Annual Operating Plan (AOP) goals in retail spaces and play a key role in experience delivery to support this.
• Monitor customer feedback and implement improvements to elevate the overall shopping journey.
• Achieve sales targets by delivering bespoke customer experiences that drive loyalty and repeat business.
• Consistently provide exceptional, personalised service that exceeds luxury brand standards.
• Implement innovative initiatives that enhance customer satisfaction and differentiate the brand from competitors.
• Develop comprehensive training programs for staff focused on delivering personalised service excellence.
• Execute exclusive events that attract high-net-worth individuals and create buzz around the brand.
• Provide regular insights on customer preferences, trends, and feedback to inform strategic decisions.
• Build strong relationships with other Diageo luxury retail channels i.e. Scottish Brand Homes, Global travel etc to foster a culture of shared ideation and learning.
• Support with the identification and set up of new DTC revenue channels, i.e. events/celebrations, weddings, corporate gifting, pop ups/third spaces, roadshows etc.
• Develop and implement plans to capitalise on new DTC retail opportunities both via our online and retail channels
• Work closely with the DTC Commercial strategy and trading manager on plans to capitalise on new opportunities
• Build, maintain, and manage strong relationships with key clients, partners, and stakeholders to ensure customer satisfaction and loyalty.
• Monitor performance, manage budgets effectively, ensuring cost control from new opportunities and revenue streams.

• Proven experience in developing and implementing strategies for exceptional and personalised customer experiences within luxury retail.
• Strong understanding of luxury brand standards and high-end service delivery, ensuring consistent excellence.
• Experience collaborating with brand teams to design exclusive events and promotions that enhance the shopping experience.
• Ability to mentor retail assistants and concession managers, fostering a culture of excellence in customer engagement.
• Skill in coaching retail teams to deliver world-class customer service through comprehensive training programs focused on personalised service.
• Creativity in curating unique in-store experiences tailored to individual customer preferences while building strong relationships with customers
• Proficiency in delivering Annual Operating Plan (AOP) goals and monitoring customer feedback for continuous improvement of the shopping journey.
• Strong sales acumen with a focus on achieving targets through bespoke customer experiences that drive loyalty and repeat business.
• Naturally proactive with a hands-on, hard-working, and cooperative approach.
• Excellent relationship-building skills with strong communication abilities - adaptable style as needed.
• High resilience & positive attitude - able to build powerful relationships and work collaboratively within a cross-functional team.

• Annual merit increases (performance based)
• Annual bonus (performance based)
• Subsidized gym membership
• Contributary pension scheme
• Share options
• Product allowance