Shape cross-channel strategy enabling seamless omnichannel consumer journeys online to offline.
Maintain and implement a cohesive own retail strategy, integrating digital and offline tools.
Deliver the Own Retail strategy and roadmap, ensuring that these align with the wider global CX strategy.
Recommend and deploy guidelines for DRBUs/Markets to continuously improve commercial delivery of own retail channels, and support markets with activation.
Focus on driving consumer satisfaction in-store and ensure feedback is gathered to continuously optimise operations.
Identify new trends in the markets that will impact consumer and shopper behaviours, and ensure these are deployed within stores.
Support data capture and loyalty initiatives in stores, working with DBS to review key technology enablers for this.
Collect, analyse, and leverage data from all touchpoints to enhance consumer experiences and track performance metrics.
Track Own Retail performance and report regularly on main indicators.
Accelerate offline-to-online (O2O) capabilities across the organisation and work with the ecommerce team to deliver omnichannel activation, as well as driving traffic/footfall between online and offline channels.
Stay updated on industry trends and adopt innovative solutions to continuously improve the O2O consumer experience.

Strong experience within retail management, including both online and offline environments.
Proven experience and developing and implementing omnichannel strategies.
Demonstrated success in enhancing consumer experiences and managing consumer journeys.
Proficiency with e-commerce platforms, CRM systems, and other digital tools used in retail.
Ability to design and implement integrated marketing campaigns across various channels.
Strong analytical skills.
Experience with integrating technology solutions to enhance the consumer experience.
Knowledge of Own Retail management guidelines.
Commercial foresight and understanding of P&L management.
Understanding of the role of Own Retail in the wider channel mix.
Experience in driving pilot programmes and how to incubate Proof of Concepts to rapidly learn.
Expertise in streamlining processes and workflows for efficient O2O operations.
Experience working with agencies and briefing and managing them.
Understanding of shopper behaviours, needs and drivers.

Omnichannel Retail Manager – Fixed term, 12 months

Key skills