Hybrid Role: Dr Sam’s Retail Sales and Customer Experience Executive - London Location:
● 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)
Working Days:
5 days pw, 7.5hrs per day (excluding 1-hour lunch break) on a 4-week rolling rota Mon-Sun
Overview: 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.
Your Responsibilities: In-Store (4 days/week): ● 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.
Remote (1 day/week): ● 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.
Who You Are: ● 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.
What we offer : ● 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.
About Dr Sam’s: 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.