Under the counter: Sharon Stevens, area manager, Ernest Jones

Stepping up to the plate as the area manager of Ernest Jones’ central London stores, Sharon Stevens works tirelessly to ensure that all aspects of the retailer, which is part of the Signet Group, are functioning in harmony.

With summer well under way, Stevens has been able to focus her attention on the Amanda Wakeley collection, which is exclusive to Ernest Jones. “It has definitely been well received by the customers,” says Stevens.

Stevens always strives to work directly with her team to create “an amazing customer experience for every purchase”. The summer months are particularly popular for the buying of engagement rings in time for holiday proposals, which increases the pressure for a personalised customer experience. This is where specific training and the communication between Stevens and her employees are key.

In her opinion, staying a step ahead of the customer is most challenging in the sales department of the industry. “As customers are learning faster about new products and technologies, we also have to keep learning and make sure we are aware of trends and new ideas that are around us,” says Stevens. Her ability to direct her team and prepare them for changing trends allows for smooth transitions during the arrival of new products.

Spending most of her time directly on the sales floor, among her other countless responsibilities, Stevens feels the most productive way to ensure consistent customer service is through a well-trained, cohesive group of employees.

“I think it is all about the team around you and keeping a strong team going,” she says. “Honesty and clear communication are also key.” The team mentality of the company has brought it success to date, and Stevens plans to continue this mindset to create the best possible experience for its valued customers.

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