Role Purpose
The Brand Experience Specialist is responsible for delivering an exceptional, immersive AGA experience that reflects the brand’s heritage, craftsmanship, and evolving luxury positioning. This role blends hospitality‑level service with commercial excellence — inspiring customers through product storytelling, live demonstrations, curated events, and personalised consultations.
The role acts as the primary custodian of the customer relationship, ensuring every interaction is seamless across channels and teams. Working in close partnership with Sales, Customer Service, Marketing, and Retail Partners, the Brand Experience Specialist ensures a consistent, premium journey from first engagement through to purchase, installation, and long‑term ownership.
Key Accountabilities
1. Brand Experience & Customer Engagement
- Deliver a warm, personalised welcome that reflects AGA’s luxury service ethos.
- Conduct immersive product demonstrations, events, and experiences that showcase AGA’s craftsmanship, performance, and lifestyle benefits.
- Provide expert guidance tailored to customer needs, cooking habits, home design, and lifestyle aspirations.
- Maintain a refined, inspiring showroom environment that meets luxury retail standards at all times.
2. Sales Excellence & Commercial Ownership
- Convert customer interest into high‑quality sales leads and direct sales, ensuring accurate product specification and confident objection handling.
- Own the end‑to‑end customer journey, ensuring smooth handover to Customer Service and Retail Partners.
- Proactively follow up on leads, nurturing long‑term relationships and driving repeat engagement.
- Support achievement of store and regional sales targets through exceptional service and commercial awareness.
3. Events, Demonstrations & Community Building
- Support demonstrations team to deliver brand cooking demonstrations, immersion sessions, and partner events.
- Represent AGA as a brand ambassador at local community events, design‑led gatherings, and partner showrooms.
- Capture customer insights and event feedback to continuously elevate the experience.
4. Collaboration & One‑Team Culture
- Work seamlessly with colleagues in Marketing, Customer Service, Sales and Retail Partners to ensure a unified customer experience.
- Share insights, customer feedback, and market observations to support continuous improvement.
- Uphold a culture of accountability, respect, and shared ownership across all touchpoints.
- Support new product launches, campaigns, and cross‑functional initiatives.
5. Operational Excellence
- Ensure all customer data, lead information, and sales documentation are captured accurately and in a timely manner.
- Maintain compliance with brand standards, health & safety, and operational procedures.
- Support stock management, merchandising, and showroom presentation to luxury retail standards.
- Contribute to continuous improvement of store processes and customer experience.
Qualifications & Experience
Essential
- Proven experience in premium or luxury retail, hospitality, or experiential environments.
- Strong customer‑facing skills with the ability to build trust, rapport, and long‑term relationships.
- Confident presenter with experience delivering product demonstrations.
- Commercially astute with experience supporting sales conversion and lead management.
- Excellent communication skills — articulate, warm, and able to translate technical information into compelling stories.
- High personal standards of professionalism, appearance, and service.
Desirable
- Experience in home, kitchen, interiors, or design‑led retail environments.
- Knowledge of other cooking appliance brands, cooking techniques, or home renovation journeys.
- Familiarity with CRM systems and lead‑tracking processes.
- Ability to read customer needs intuitively and tailor experiences accordingly.
- Passion for food, cooking, craftsmanship, and lifestyle brands.
Pay: From £15,000.00 per year
Benefits:
- Bereavement leave
- Casual dress
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
- Store discount
Work Location: In person
