Junction Customer Experience Manager (Dutch Speaker) - Amsterdam

Job description

Job title Junction Customer Experience Manager

Responsible to Head of Customer Experience

Responsible for Senior Sales Advisor, Sales Advisors, Mechanics

Salary Competitive

Hours 40 hours

Place of Work Junction Amsterdam

About us

Our mission is to transform the way people live in cities. With over 16 million possible combinations of gears, colours, handlebars, and accessories, we make more than just a bicycle, and we are more than just a bicycle company.

To change urban living, we need passionate, innovative, and talented people that want to challenge the status quo and make an impact.

Brompton Junction is our retail brand flagship in key strategic cities around the world. Via in-store experts, brand inspiring environments, and the full range of all things Brompton, we strive to offer our community the best in-store experience. We ensure that Brompton Junction is a great place to shop, spend time and be a part of.

Currently our retail network is embarking on an exciting global expansion plan and we are looking for passionate and committed individuals to join our team.

The Role

Reporting into the London Central Management Team, you will play a central role in our flagship store. With confidence to lead by example; acting as a brand ambassador you will inspire and motivate the team of sales advisors to deliver best in class customer experience, ensuring that the brand customer journey is consistently delivered. Making regular observations of sales advisor performance you will give praise and recognition as appropriate as well as encouraging improvements where required. You will handle customer queries with confidence to avoid complaints and aim to resolve any complaints in-store.

You will act as coach and mentor for the team of Sales Advisors to improve store results. You will proactively seek information regarding store performance to influence results, communicating relevant information and targets to the team during daily briefings. You will seek customer feedback and share observations of sales trends, highlighting risks and opportunities with the senior store management team to support completion of weekly and monthly trade reports.

You will operate with an entrepreneurial spirit to look at commercial opportunities outside of the four walls of the store. With a proactive nature you will recognise local development opportunities and implement initiatives with the support of your territory Sales Representative. You will be responsible for planning the monthly store event calendar including social media campaigns and posts, ride outs, in-store events, and maintenance classes.

You will ensure that a daily floor walk is completed to ensure that brand visual standards including replenishment and housekeeping standards are in place and maintained throughout the day. Ensuring that grooming standards are always upheld by the team will also be required.

You will ensure that store standard operating procedures are followed by all Sales Advisors relating to delivery processes, POS and payment handling processes to ensure accuracy.

The Person

The successful candidate should have the ability to create a positive atmosphere which encourages people to commit themselves to the task in hand and where necessary, go beyond the call of duty to achieve their key objectives. They should possess leadership skills using both encouragement and training and support to help others achieve the required results and KPIs. The ability to motivate others to give their best results by giving praise when things go well and providing feedback on any improvements as required is important. Having the ability to counsel, negotiate and advise others within their area of expertise is vital.

The ability to create and maintain goodwill and take a thorough, systematic, and logical approach to situations is important for this candidate. Being able to communicate and having the persistence to see a job through to conclusion are important aspects of the function. Consistently ensuring procedures are followed when completing tasks, ensuring checks for accuracy are made to complete to a satisfactory standard is required in the suitable candidate. Always completing tasks to a high standard to improve and maintain quality will be valued in this person.

The person fulfilling the role should be confident, enthusiastic, approachable, accommodating, and unassuming. They should adopt an accommodating and helpful manner, and where necessary accept the objectives set by others to work within agreed parameters to ensure tasks are complete. The position will appeal to a candidate that enjoys working in a secure and structured environment with minimal confrontation. Confidence when dealing with any negative situations will be valued.

Key Responsibilities

Customer Experience

  • Act as a brand ambassador supporting with any community engagement activities as required.
  • Lead by example to offer best in class customer experience, ensuring brand customer journey is consistently brought alive by Sales Advisors.
  • Handle in-store, email, and phone customer queries.
  • Complete a daily floor walk to ensure replenishment, housekeeping and team grooming standards are in place and maintained throughout the day.

People management

  • Observe team performance giving praise and recognition and coach improvement where required.

Commercial Performance and Reporting

  • Lead by example with own sales performance.
  • Carry out daily briefs with Sales Advisors to update on store performance and communicate targets.
  • Share customer feedback and sales patterns with Senior Management team.
  • Communicate any people, operational, commercial issues to the Senior Management team as appropriate.

Store Operations

  • Follow standard operating procedures relating to stock and payment handling to ensure accuracy. Train all Sales Advisors and Mechanics on correct stock and payment handling procedures and ensure upheld to ensure accuracy.
  • Self-Management
  • Passionate about the Brompton brand and customer experience.
  • Driven by commercial success.
  • Ability to coach and give feedback effectively.
  • Confident communication and able to communicate effectively with colleagues and customers.
  • A strong sense of responsibility and desire to get things done properly.
  • Self-aware and emotionally intelligent.
  • Energetic and dynamic.
  • Warm, friendly and engaging personality.
  • Outstanding professionalism.
  • Outstanding loyalty and commitment to the business.
  • Take responsibility for personal development and actively seek opportunities for improvement.
  • Passionate about learning and encouraging others to succeed.

Job requirements

Skills & Attributes

  • Experience in global branded retail environment, ideally in supervisory role.
  • Proven sales results.
  • Understanding of store targets and the drivers behind them.
  • Leadership, motivational and influencing skills.
  • Team working skills.
  • A good standard of literacy and numeracy skills.
  • Competence in Microsoft Office 365 suite including Word, Outlook and Excel.
  • Fluent in written and spoken English.

Job Profile

Brompton utilises Personal Profile Analysis and Psychometric Assessments during the recruitment process to identify the behaviour requirements and working styles of our job functions. Below outlines the four basic characteristics generally displayed in the working environment.

Influence (High I)

  • Positive attitudes and a social disposition will always prove to be a distinct advantage for this role.
  • Social skills and community responsibilities, both within the organisation, and external to it, will constitute important contributors towards satisfactory performance.
  • The suitable candidate will be motivated by public recognition and reward for successful performance.
  • The role offers the candidate the opportunity to meet and mix regularly with others.

Steadiness (High S)

  • This job will best be filled by people who appear calm and self-controlled under most circumstances
  • Concern for others and the ability to work comfortably within a team will strongly favour applicants for this post.
  • This job requires the ability to finish assignments and take tasks through to their natural conclusion.
  • Structure, persistence and stability are important components of this job.
  • This position will provide an environment characterised by security and proven methodology.
  • Good day-to-day planning capabilities are an essential ingredient for satisfactory performance.

Compliance (High C)

  • Candidates who are conventional and able to handle situations with tact are likely to make a positive contribution in this role.
  • Compliance with corporate values and culture is required for long-term success.
  • Those candidates and job holders who are systematic and precise will most often be at an advantage.
  • A cautious and carefully considered approach to problem solving is an important consideration for selection.
  • Technical interests and experience could put the candidate for this role at an advantage.

Dominance (Low D)

  • Incumbents who have the natural skills to exercise caution and care in their day to day responsibilities should find it rewarding working in this position.
  • This role would not be suitable for those who possess a strong willed spirit and are driven to dominate and compete with their colleagues.
  • The ability to evaluate consequences when making decisions will be highly regarded.
  • Risk awareness and concern for the impact of all one's actions will be traits respected in the successful candidate.
  • An unassuming and unpretentious style will be well suited to the critical requirements of this position.


Brompton offers an excellent working environment with enthusiastic colleagues who collaborate and communicate, and cooperate with each other. The working climate is informal, but we work hard. Next to

good terms of employment Brompton offers you the opportunity to work in a responsible and challenging job within a dynamic, international, and ambitious environment.

  • Huge discount on your very own Brompton (family and friends get discount too).
  • Position to thrive. Whether you are early in your career or an experienced professional, Brompton provides you with everything you need to excel in your job and for personal growth. You will be actively encouraged to increase your skillset and to attend relevant events.
  • 20 days holiday plus Bank Holidays, increasing the longer you stay with us.
  • Pension Scheme, Flexible Working, Cycle to Work Scheme to name just a few…