Our Client , an Irish heritage brand with a modern outlook, renowned for quality craftsmanship and timeless design, are 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.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.