Job Description

Church’s is a luxury shoemaker of rich innovation and traditional excellence, anchored in an exceptional heritage of English craftsmanship. Established in Northampton in 1873, the brand’s expertise quickly earned recognition from its modest beginnings – from a small workshop in Northampton to global expansion. Its patronage was bestowed by HM Queen Elizabeth II in 1965. In 1999, the luxury house was acquired by Prada Group, a paradigm of artisanal excellence in its own right and the ideal ally to help the shoemaker take its brand to the next chapter. Reinventing the English roots and championing timeless craftsmanship and traditions: Church’s long-established innovation and authenticity remains paramount with unique designs across shoes and accessories for men and for women.

JOB PURPOSE

As an In-Store Artisan, you ensure an exceptional and memorable customer experience by always placing the customer at the centre of every interaction, understanding their needs and expectations, building meaningful relationships, and acting as a true Brand Ambassador.

You convey and promote the Brand's philosophy and values to end customers, guiding them through the discovery of the Church's world. The brand's heritage, legacy, and artisanal excellence are at the heart of every customer interaction.

You are responsible for delivering a unique customer experience on every occasion, with a primary focus on providing personalised services tailored to customer needs and ensuring excellence in the boutique experience. You manage specific customer requests and oversee them through every stage of the process, with particular attention to Made to Order services, Made to Measure services, repairs, Finger Polishing services, personalisation requests, reservation (hold) management, and the shipment of specific products to the boutique or to the customer's preferred address, ensuring delivery within agreed timelines.

RESPONSIBILITIES

• Ensure full compliance with the repair process and all related documentation (repair docket).
• Manage the Made to Order and Made to Measure processes, overseeing the complete customer journey, including consultation, order placement, factory follow-up, customer updates, and after-sales support.
• Deliver the Finger Polishing service according to daily and weekly requests, maintaining contact with customers and managing related transactions with the support of the boutique team (Store Manager, Assistant Store Manager, Client Advisors, and Back of House team).
• Achieve repair conversion targets, monitoring monthly and annual performance against assigned objectives.
• Manage after-sales services, including:
• Support the boutique team, when required, in customer engagement and retention activities, as well as in developing sales opportunities, including potential Personal Appointments and Private Appointments.

KNOWLEDGE AND SKILLS

• Proven experience in footwear repair, care, restoration, and/or customisation, ideally gained within the luxury footwear, fashion, or leather goods sectors. Candidates may have previously worked as a Footwear Repair Technician, Shoemaker, Footwear Artisan, Sole Repair Specialist, or Footwear Technician.
• Strong knowledge of traditional shoemaking and craftsmanship techniques, including polishing, patina finishing, leather care, and product finishing. Experience in repair and maintenance activities such as resoling, heel replacement, insole replacement, leather cleaning, and restoration is highly desirable.
• Ability to provide footwear personalisation and bespoke services within the retail environment, ensuring exceptional precision and attention to detail. Activities may include hand-stamping initials, customised finishing techniques, and sole personalisation through laser engraving (full training will be provided).
• In-depth knowledge of different leather types, footwear materials, care products, creams, and professional maintenance treatments to provide accurate recommendations and outstanding customer service.
• Experience in the use and maintenance of specialist tools and equipment required for footwear care, repair, restoration, and customisation.
• Strong understanding of luxury footwear construction, manufacturing methods, and craftsmanship standards.
• Genuine appreciation and passion for the brand, its heritage, and its craftsmanship, with the ability to represent the brand as an engaging and knowledgeable Brand Ambassador.
• Ability to assess the condition of footwear and recommend the most appropriate care, repair, restoration, or customisation solutions in line with customer needs.
• Excellent manual and craftsmanship skills, combined with meticulous attention to detail and quality.
• Confidence in demonstrating craftsmanship techniques and explaining footwear care, repair, and customisation services to customers, creating an engaging and memorable in-store experience.
• Willingness to travel between stores and to attend external locations and events when required to support craftsmanship, repair, and customisation services.
• Excellent customer service and communication skills, with the ability to build credibility and establish trusted relationships with customers.
• Ability to explain and promote Made-to-Order (MTO) options and bespoke services to customers where appropriate.
• Competence in managing administrative activities and documentation related to repairs, care services, and customer customisation requests.
• Ability to carry out footwear health checks and provide professional advice on footwear care, maintenance, refurbishment, and restoration options.
• Ability to share knowledge and expertise with colleagues, helping to develop the team's understanding of footwear construction and craftsmanship.
• Support the registration of new customers within the store customer database and manage follow-up activities relating to customer CRM requests.

Joining our Company means working in a creative and international environment, with teams of people motivated by curiosity and the quest for excellence. The engine of our success is the importance and value that we place on the talent and passion of our people leading to their own professional growth.

Prada Group promotes an inclusive work environment, ensuring equal opportunities for all candidates, regardless of gender, ethnicity, sexual orientation, disability, or other personal characteristics. We believe that diversity is a value and we are committed to build a fair and respectful workplace for all.