Senior Retail Operations and Training Manager
Share
Job Location:
Monthly Salary:
Posted on:
Vacancies:
Department:
Job Summary
Born in 1971 the roots of Mulberry are in Somerset England. For more than fifty years Mulberry has been a British lifestyle brand internationally acclaimed for quality and design capturing the Mulberry Spirit.
Sustainability has been part of the Mulberry ethos since the brands inception in recognition of our purpose-driven approach in 2024 we proudly achieved B Corp Certification.
Today we are a global brand but our values remain the same; we are committed to improving our impact on people and the these are values you share we would love you to join our team.
The Role:
You will be responsible for driving an exceptional customer experience within the retail network through efficient and innovative operations and engaging training. You will lead the Retail Operations & Training teams champion operational excellence with a customer-first mindset as well as owning and delivering projects that continuously strive to improve overall customer experience.
This is an initial 12-month maternity cover contract. The successful candidate will be required to work a minimum 3 days per week from our office in Kensington.
Duties and Responsibilities:
Business Insights & Analysis:
- Maintain the Global Sales Reporting and Retail Reports.
- Collate and publish monthly commercial insights reporting.
- Present department insights within the weekly trade meetings.
Store Operations:
- Continuously review and update the operational standards manual for the store network ensuring effective communication and delivery across all global stores.
- Leverage omni-channel to develop a Retail Operations strategy to deliver improved operational efficiency across our store network.
- Partner with Retail Area Managers and Regional teams globally to identify support requirements and development opportunities.
- Partner with Digital team on in-store omni-channel digital devices and programmes to maximise sales resolving escalated customer enquiries and driving improvements to delivery/process.
- Maintain third party relationships with review meetings including negotiation and renegotiation of contracts / agreements and building upon offer.
- Responsible for exploring new and innovative processes that will enhance customer experience.
- Lead and manage the Operations team providing support and guidance on day-to-day activities and projects work.
Responsible for the review and establishment of evolved weekly and monthly reporting.
Responsible for the building annual budgets that are aligned and focused on agreed strategic direction.
Security:
- Responsible for monitoring security standards across the store network; accessing and identifying the need for additional security as and when needed.
- Respond and resolve any escalated security matters informing Senior management where necessary.
Health & Safety:
- Responsible for ensuring that current Health and Safety requirements and maintenance is complied with across all retail stores.
- Ensure all scheduled and ad-hoc store risk assessments are completed and filed in accordance with legislation.
- Ensure all accidents and incidents are reported and investigated.
- Liaise closely with the appointed Health and Safety Consultant to ensure continuously development of procedures in line with current and new legislation and industry requirements.
Training:
- Support and guide the Global Training & Communications Manager to develop the retail training vision.
- Collaborate cross-departmentally to establish key messages and dates to be communicated.
- Communicate key learnings insights and successes from Training initiatives with Global Senior Leadership.
Customer:
- Establish Retail KPIs & metrics to support the overall customer strategy
- Report weekly and monthly on customer results with Senior Leadership providing analysis and insight
- Increase quality data capture and optin rates ethically; ensure store behaviours and scripts meet GDPR standards.
- Partner with Customer Care/Aftercare to join up repairs care and buyback/Exchange services instore to deepen loyalty and drive incremental revenue.
Projects:
- Network Changes: Lead crossfunctional delivery of new store openings/refits/closures concession launches relocations and popupsfrom brief to handoverhitting brand standards budget timeline and Day1 trading readiness.
- Sponsor retail tech enhancements (Clienteling POS etc) define business requirements pilot measure and scale.
- Lead any ad-hoc retail projects ensuring they are delivered to required timescales and on budget
- Propose ideas or opportunities for projects and initiatives which will ensure a leading retail operation
- Represent the retail and commercial teams in projects
- Communicate projects and project progression within the team and wider stakeholders
Culture:
Embrace and demonstrate the Mulberry values and behaviours: honesty dynamism and a community-oriented spirit.
Support Mulberry to deliver an inclusive culture through behaving in a way that is open-minded and respectful towards others and understanding that your views opinions and experiences may not always be shared by your colleagues.
Act as an ambassador for Mulberry and communicate positively about the brand.
Sustainability:
As a certified B Corp we are committed to using business as a force for good. Youll be encouraged to incorporate environmentally and socially responsible practices into your work supporting our Made to Last strategy across Climate Circularity and Community.
Help foster a culture where diversity is celebrated and every individual feels valued respected and included. Champion equity empathy and understanding in all interactions - internally and externally.
Skills and Experience Required:
- Previous experience as a senior multimarket retail operations leader in luxury or premium fashion/lifestyle business
- Previous In-store/shopfloor experience
- Excellent communication skills both written and verbal
- Highly organised with excellent attention to detail
- Excellent ability to plan and prioritise effectively
- Proficient Microsoft Office user; Excellent Microsoft Excel Skills
- Project management experience
- Looker Studio / Power BI experience preferred but not essential)
Mulberry is an equal opportunities employer and we are passionate about hiring and developing the best talent. All hiring decisions are made only on the basis of qualifications skills or experience and as they relate to the particular you need us to make any adjustments to our application or interview processes to enable you to be at your best please email us at emailprotected.
Required Experience:
Manager
Key Skills
- Aviation Safety
- Accounts Reconciliation
- Generator
- Highway Design
- Account Development
- Corporate Risk Management
About Company
Shop the official mulberry.com website for timeless British luxury. Discover our classic leather bags, accessories, womenswear and travel collections.
