Location
London

Hours
Full time, including night shifts as required by operational needs

Salary
Negotiable

About the Role
Join Raffles London at The OWO and The OWO Residences by Raffles, a landmark destination on Whitehall featuring a 120-room flagship hotel, 85 branded residences, 12 distinct restaurants and bars, the Guerlain spa and Pillar Wellness, and a grand ballroom with 600-seat capacity. As a Retail Experience Executive within the spa and wellness department, you will be a key ambassador responsible for delivering an exceptional, immersive retail experience that reflects the House’s heritage, artistry, and innovation.

Your role is instrumental in elevating the retail and guest journey through luxury service, expert education, and operational excellence, ensuring every interaction embodies a refined, white-glove standard. You will act as a true brand ambassador for Guerlain, delivering personalised consultations and bespoke recommendations, managing retail operations, and hosting elevated retail events and masterclasses.

Responsibilities include designing and refining SOPs to ensure a seamless guest journey, championing a white-glove service culture, educating spa team members on Guerlain products and rituals, managing stock and visual merchandising, building meaningful client relationships, providing concierge support, and supporting wider spa operations and events. This role demands a meticulous eye for detail, a strong commercial mindset, and the ability to inspire both clients and colleagues in a luxury environment.

Experience
- Proven experience within luxury retail, beauty, or spa environments, ideally with a premium or heritage brand
- In-depth knowledge of skincare, makeup, and fragrance
- Demonstrated success in achieving and exceeding retail KPIs with strong commercial awareness
- Experience delivering training or coaching team members
- Previous experience hosting events, masterclasses, or client activations in a luxury or client-facing environment
- Strong understanding of luxury service standards and white-glove guest experience
- Experience in stock management including stock takes, ordering, and inventory control
- Confident managing client relationships using CRM systems
- Excellent communication skills, both written and verbal
- Highly organised with strong attention to detail and ability to manage multiple priorities
- Flexible and collaborative approach

About you
You are a confident communicator, natural educator, and refined host with a passion for skincare, makeup, and fragrance. You thrive in a luxury environment where storytelling, service excellence, and commercial performance combine to deliver an exceptional guest experience. You have a meticulous eye for detail and a strong commercial mindset, inspiring both clients and colleagues.

Qualifications
Essential:
- Proven luxury retail or spa experience as outlined above

Desirable:
- Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards

Health and Safety
- Report and rectify all potential and real hazards immediately
- Be fully conversant with departmental Fire, Emergency and Bomb procedures
- Ensure safety of persons and property by strict adherence to laws and anticipating hazards
- Encourage general awareness of Health and Safety in all departmental tasks and activities