\tLocation:

●       4 days/week in-store: London (Base Store: Westfield White City)

• May be required to work in other London stores & occasional travel regionally for store openings and events

●       1 day/week remote: Work from home (CX)

\tWorking Days:

5 days pw, 7.5hrs per day (excluding 1-hour lunch break) on a 4-week rolling rota Mon-Sun    

We are looking for a passionate and versatile Retail Sales & Customer Experience Executive to represent Dr Sam’s both in-store and online. This unique hybrid role bridges our physical retail presence with our digital customer experience team — ensuring that every touchpoint, from the shop floor to live chat, reflects the exceptional care, clarity and credibility Dr Sam’s is known for.

●       Act as a passionate ambassador for Dr Sam’s on the shop floor, confidently selling and recommending products to meet customers’ skincare needs, driving sales, customer loyalty and repeat business.

●       Consistently achieve individual sales goals and contribute to brand sales objectives.

●       Stay up to date with product/brand education to ensure the highest level of service.

●       Build strong relationships with in-store teams and clients, becoming a trusted expert

●       Conduct daily operational checks: manage stock levels, ensure testers are replenished, and maintain immaculate display standards.

●       Support education by delivering training sessions to retail partner staff, promoting deep brand and product understanding.

●     Organise and participate in brand-boosting store events, product demonstrations, and popup experiences using tools like the Routine Finder Quiz.

●       Provide weekly reporting on sales, feedback, and field insights to HQ and the Retail & Education Manager.

●       Work alongside the Customer Services team to respond to customer enquiries via email, live chat and phone.

●       Resolve product, order, or subscription-related issues in a warm, helpful, and brand-aligned manner.

●       Educate customers digitally about product usage, routines, and troubleshooting.

●       Gather and communicate feedback, trends, and FAQs to the broader team to inform product development and customer experience improvements.

●       Use CX software platform Gorgias and associated tools to manage tickets efficiently and maintain service excellence.

●       An entrepreneurial people-person who loves both face-to-face and digital interactions, with the ability to make customers feel seen, supported, and educated.

●       Proven experience in retail (ideally beauty/skincare) and/or customer experience roles.

●       Strong product knowledge or passion for skincare and confidence in explaining ingredients, routines, and expected results.

●       Organised and self-motivated, capable of managing priorities across multiple channels.

●       Tech-savvy with experience using helpdesk platforms (Gorgias/Zendesk), subscription platforms, or loyalty programs.

●       Excellent written and verbal communicator.

●       Resilient, solutions-focused and calm under pressure in a fast-paced environment that requires multitasking with minimal supervision.

●       Strong attention to detail, initiative, and the ability to work both independently and collaboratively.

●     Agile and adaptable, with the flexibility to work evenings, weekends, and bank holidays.

●       Competitive salary plus commission

●       33 days holiday (25 days + 8 bank holidays, which you may be required to work)

●       Product allowance & generous employee discount

●       Hybrid working arrangement (1 WFH day/week)

●       Company pension

●       The exciting opportunity to grow with a dynamic, founder-led beauty brand set for global expansion and all the related potential for your career.

Founded by cosmetic dermatologist Dr Sam Bunting, we create expert-led, accessible skincare for those who want clarity and results. With a digital-first approach, a passionate community, and powerful clinical formulations, Dr Sam’s is changing the way people engage with skincare.