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.

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.

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.