Our Client, an Irish heritage brand with a modern outlook, renowned for quality craftsmanship and timeless design, is seeking a dynamic and commercially minded Head of Retail & Brand Experience to 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 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 & 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 the 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 is 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
emma.daly@collinsmcnicholas.ie
0861041202
