Head of Retail & Brand Experience
Ballina, Connacht
Collins McNicholas
Posted 5 days ago
Job Viewed
Job Description
Our Client , an Irish heritage brand with a modern outlook, renowned for quality craftsmanship and timeless design, are seeking a dynamic and commercially mindedHead of Retail & Brand Experienceto lead their retail operations, elevate customer experience, drive online growth, and uphold their brand vision across all touchpoints. Purpose of the Role: Reporting directly to the MD, the Head of Retail & Brand Experience will be responsible for leading and optimising all aspects of the retail and online customer journey from operational excellence and team leadership to brand representation and service delivery. This role is central to ensuring that every customer experience in-store and online reflects the quality, care, and character of the brand. Key Responsibilities Retail Operations Lead day-to-day operations across all retail locations, ensuring standards of excellence in presentation, customer service, and commercial performance. Drive KPIs through strong leadership, data-led decision making, and hands-on floor presence when required. Identify and implement improvements in operational efficiency, store layout, and team productivity. Collaborate with internal teams on VM, seasonal planning, product launches, and promotional activity. Customer Experience & Service Culture Champion a customer-first culture across the business, building on the brands reputation for warm, knowledgeable and authentic service. Regularly review customer feedback and service metrics, using insights to drive improvements in-store and online. Lead training initiatives to ensure all customer-facing teams reflect brand values and service ethos. E-Commerce & Omnichannel Experience Partner closely with the digital and marketing teams to deliver an aligned, seamless, and engaging online experience. Responsible for e-commerce strategy and performance with input into site functionality, product presentation, online service standards, and fulfilment processes. Drive integration between retail and digital e.g. click & collect, store fulfilment, returns management, and CRM growth. Brand Stewardship Be a brand ambassador across all consumer touchpoints ensuring consistency and quality in how the brand shows up in-store, online, in communications and through experiences. Collaborate with the Marketing and Design teams to bring the brand to life in physical spaces including store storytelling, in-store campaigns, events, and seasonal experiences. Team Leadership & Development Lead, motivate and develop the retail teams, ensuring clear communication, performance accountability, and a strong sense of shared purpose. Foster a collaborative and respectful culture where creativity, initiative and customer obsession thrive. Identify and nurture future talent across the business. Experience & Skills Essential: Minimum 5+ years in a senior retail leadership role, ideally with responsibility across multiple sites or a flagship location. Experience working within a premium or heritage brand, with deep appreciation for high-quality product and service. Strong operational acumen and commercial awareness with a proven track record of delivering results. Confident in using data to drive strategy, performance, and change. Experience working cross-functionally with e-commerce, marketing, or brand teams. Inspiring leader and communicator comfortable presenting ideas, leading meetings, and motivating teams. Desirable: Understanding of Irish retail landscape and consumer mindset. Experience in lifestyle, interiors, or luxury gifting sectors. Exposure to store fit-outs, retail development or customer journey mapping a plus. What We Offer A key leadership role in a beloved Irish brand. Opportunity to shape and evolve the next chapter of brand retail and brand experience. Competitive salary and benefits. Creative, collaborative and supportive work environment. For a confidential discussion and more information on the role, please contact Emma Daly Skills: Retail E-commerce Brand Management
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