Senior Retail Operations and Training Manager

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)

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 role. If you need us to make any adjustments to our application or interview processes to enable you to be at your best, please email us