Head of Sales Gallery Journey & Experience

Requirements

Job Purpose

The Goal :

• To elevate SDP’s gallery & experience as the best-in-class amongst key retail players
• Customer Experience Focus : To develop superior customer journey relevant to gallery locations and segment requirements, ensuring all visitors have a positive experience at the gallery, while driving sales experience and achieving business objective
• Sales Team Improvement :  Highlighting the need for strong skills via managing, motivating, and developing a dynamic sales team. To provide continuous feedback on sales execution (customer interaction, sales team behavior, campaign execution, etc)
• Operational Excellence :  Ensuring the gallery operates efficiently and complies with company standards. Ensure flawless execution, and compliance and good governance of Standard-Operating-Procedures (SOPs)
• Professional Competency : Planning and developing of training requirements (competency, soft-skills, grooming)

Job Responsibilities

1.   Gallery :

Plan and conduct regular gallery activities to assess customer experience through in-person observations, interacting with staff and customers, and evaluating store environment. Ensure the gallery environment is welcoming, visually appealing, and aligned with the company’s brand identity and experience

2.   Data Collection :

Utilize standardized checklists to gather data on feedback - store cleanliness, product placement, staff knowledge, pricing accuracy, promotional displays, and customer journeys, customer interactions

3.   Compliance and Governance Assessment :

Verify adherence to company brand standards, operational procedures, and visual merchandising guidelines

4.   Report Generation :

Compile detailed audit reports with findings, observations, and actionable recommendations to improve customer experience and operational efficiency

5.   Trend Analysis :

Identify patterns and trends across multiple store audits to pinpoint areas of concern and opportunities for improvement. Also study competitors’ approach in store setup for improvement.

6.   Communication :

Collaborate with store management and regional teams to share audit results, discuss corrective actions, and provide ongoing support

7.   Training Programs

Identify gaps and opportunities to improve the team’s competency for role and customer experiences. Find, develop and implement training programs focused on customer experience, sales techniques, and soft skills

8.   Optimizing In-Gallery Customer Experience :

Education / Professional Qualification & Professional Experience