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 ResponsibilitiesRetail 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 brand’s 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 & SkillsEssential:•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 Dalyemma.daly@collinsmcnicholas.ie0861041202
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