Retail Experience Specialist

Job Description :

Retail Experience Specialist - Guinness Open Gate Brewery London

Guinness Open Gate Brewery London | Covent Garden, London |

Full-time – Annualised hours

Closing Date - 27th Nov

About us

With over 200 brands sold in nearly 180 countries, Diageo is home to some of the world’s most iconic drinks. From Johnnie Walker and Guinness to Tanqueray, Smirnoff and Don Julio, we craft brands chosen for life’s moments — from everyday connections to landmark celebrations.

Bring your talent, curiosity and ambition, and strive for your personal best alongside people who challenge, support and learn from each other. Together, as one outstanding team, we keep learning, improving and raising the bar for our brands, our business and each other.

Join us and play your part in making life’s moments mean a little more.

Join our Guinness Retail team

At Guinness Open Gate Brewery London, our Retail team helps bring the Guinness brand to life through engaging customer experiences and a distinctive range of products. The team operates across the Mercer Walk and Neal Street stores, combining product knowledge, service and commercial focus.

About this role

As a Guinness Experience Specialist – Retail, you’ll lead the retail team on shift, creating memorable customer experiences while supporting the commercial performance of our Mercer Walk and Neal Street stores. You’ll combine Guinness brand knowledge, proactive selling and team leadership to grow customer connection and store results.

You will be responsible for

Leading the retail team during your shift and coordinating daily activities to deliver welcoming, engaging and high-quality customer experiences.

Greeting customers, understanding their needs and providing tailored recommendations that make their visit memorable.

Bringing the Guinness story to life through engaging storytelling and confident knowledge of the brand, its products, experiences and heritage.

Supporting the strategic direction and commercial performance of the Mercer Walk and Neal Street stores, including revenue targets and key performance measures.

Using a customer-focused selling approach to recommend relevant additional merchandise and help increase basket value.

Maintaining high retail and customer experience standards, identifying opportunities to improve the customer journey and supporting smooth store operations.

Sharing product knowledge, customer engagement approaches and best practices with colleagues, and supporting the onboarding and development of new team members.

Following operational procedures, safety standards and company policies, raising challenges when needed and contributing to a positive, inclusive team environment.

You’ll have the opportunity to build your retail leadership and commercial skills, deepen your knowledge of Guinness and develop your approach to customer engagement and team coaching.

Experience and skills required

We’d love to work with you if you have:

A passion for delivering excellent customer experiences and building positive customer relationships.

Strong communication and interpersonal skills, with confidence engaging people from different cultures and backgrounds.

A proactive, customer-focused approach to selling and recommending products that meet customer needs.

A practical, solutions-focused approach and the ability to work collaboratively in a fast-paced retail environment.

The ability to support and guide colleagues, with flexibility to work evenings, weekends and during peak periods.

Experience in retail, hospitality, tourism, entertainment or visitor attractions would be helpful. Knowledge of Guinness, Irish culture or the tourist marketplace, and experience supporting or mentoring colleagues or working towards customer satisfaction and commercial objectives, would also be an advantage.

Working with us

Flexibility is key to our success. Talk to us about what flexibility means to you, so that you’re supported to manage your wellbeing and balance your priorities from day one.

Rewards and benefits

We recognise and value performance, offering our people a highly competitive rewards and benefits package including:

Contemporary work-life balance policies and wellbeing activities

Annual merit increases (performance based)

Annual bonus (performance based)

Subsidised gym membership

Contributory pension scheme with an employer contribution of up to 14%

Share options

Product allowance

Diversity and inclusion

Our purpose is crafting iconic drinks chosen for life’s moments. And it’s our people, with their different experiences, perspectives and talents, who make that possible.

We value diversity in its broadest sense and want everyone to feel they can belong, contribute and strive for their personal best. You’ll work alongside people with different backgrounds, experiences and perspectives — challenging, supporting and learning from one another as one outstanding team.

Together, we’re constantly learning and improving, combining the strength of our people, capabilities and iconic brands to raise the bar, grow and win. Wherever you join us, you’ll have the opportunity to contribute, make an impact and play your part in making life’s moments mean a little more.

Ready to bring your best? This could be your opportunity.

If you require a reasonable adjustment, please ensure that you capture this information when you submit your application.

Recruitment scam warning

Protecting candidates is very important to us. All communications regarding your application will come from an email address ending in @diageo.com. In our recruitment process, we’ll never ask for money.

Worker Type :

Regular

Primary Location:

Guinness Open Gate Brewery London

Additional Locations :

Job Posting Start Date :

2026-11-13