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 brand's 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 planet. If 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 opt‑in rates ethically; ensure store behaviours and scripts meet GDPR standards.
- Partner with Customer Care/Aftercare to join up repairs, care and buy‑back/Exchange services in‑store to deepen loyalty and drive incremental revenue.
Projects:
- Network Changes: Lead cross‑functional delivery of new store openings/refits/closures, concession launches, relocations, and pop‑ups—from brief to handover—hitting brand standards, budget, timeline, and Day‑1 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. You’ll 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 multi‑market 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)