Retail and CX Strategy project manager

Job Role: Retail and CX Strategy project manager

Reporting to: Retail and CX Director

Location: Head Office, White City Place, West London

Contract type: Full Time, 37.5 hours per week

About the Company

ME+EM is one of the UK’s fastest-growing luxury fashion brands. In addition to a thriving global digital presence, we operate flagship stores in London and Edinburgh, concessions within Harrods and Selfridges, and have recently expanded with new store openings in the U.S.

At ME+EM we are an entrepreneurial, creative, and passionate group of people. We work hard, are enthusiastic to learn and are not afraid to take risks. Everyone contributes to our success at all levels, and that precisely what makes being a member of the team so rewarding.

Our office and stores are always busy and fast paced, but we work just as hard to make sure it’s fun, with social activities and biannual parties. We pride ourselves on being approachable, supportive, and welcoming and ensure that everyone’s hard work is rewarded. It takes all these things to build a strong, successful business and our door is always open to new talent ready to contribute to our growth and evolution.

About the Role

We are seeking a highly structured, analytical problem-solver to join the ME+EM Retail and Customer Experience (CX) team, supporting the Retail & CX Director (RCXD) in driving the continued growth and evolution of the department. This role sits at the heart of project management and cross-functional collaboration, playing a key role in advancing initiatives across retail technology, international expansion, customer engagement and retention, and operational efficiency. As part of a dynamic and innovative team, you’ll work closely with colleagues across CX, Finance, Product, Marketing, CRM, Merchandising, and Technology, acting as a key representative of CX needs across the business. You will lead strategic projects and deliver impactful outcomes that directly support ME+EM’s ambitious growth agenda.

Responsibilities

• Support the RCXD in shaping and executing the global retail and customer experience strategy.
• Lead and manage cross-functional projects from inception to delivery, ensuring they are aligned with strategic priorities, delivered on time, and within budget.
• Develop project frameworks, define objectives, requirements, KPIs, and lead stakeholder briefs.
• Design and implement effective ways of working across internal teams and external partners.
• Organise department roadmaps, timelines, and budgets in partnership with project owners.
• Analyse quantitative and qualitative data to support decision-making and highlight insights.
• Prepare presentations and reports for internal strategic meetings and planning cycles.
• Act as a key liaison between CX and other departments including Finance, Product, Marketing, CRM, Merchandising, and Tech.
• Collaborate with the Analytics Manager to ensure data tools and dashboards meet CX and Retail needs.
• Conduct market research and competitive benchmarking to identify key trends and opportunities.
• Support revenue forecasting and business planning by coordinating with regional teams.
• Identify new revenue streams and customer segments, presenting findings and proposals internally.

Skills:

• Experience in project management or a relevant academic background (business, economics, data analytics).
• Proven ability to manage complex, cross-functional projects with multiple stakeholders.
• Strong analytical mindset with experience in data analysis and translating insights into strategic recommendations.
• Proficient in Excel, PowerPoint (or Google Suite equivalents), and data tools.
• Excellent communication, presentation, and storytelling skills (written and verbal).
• Comfortable influencing and negotiating with internal teams and external partners.
• Ability to work both collaboratively and independently in a fast-paced environment.
• Highly organised, detail-oriented, and capable of managing multiple priorities.
• Curious, proactive, and adaptable with a strong interest in retail, eCommerce, and customer experience.
• Industry experience in fashion or retail is a plus.

Benefits:

• 33 days annual leave for full time employees (25 days holiday + 8 bank holidays).
• A day off to celebrate your birthday.
• Pension Scheme.
• Group Life Insurance.
• Employee Assistance Programme (EAP).
• Length of Service Award.
• Refer a Friend Scheme.
• Staff uniform for retail employees.
• Generous Staff and Friends and Family Discount.
• Annual Volunteer Day.
• Cycle to Work Scheme.
• Tech Scheme.
• Eye Care Vouchers.
• Real Living Wage Employer.
• Employee led committees.
• Social events and biannual parties.
• Enhanced maternity and paternity package after 2 years of service.

ME+EM is an equal opportunities employer committed to fostering and preserving a culture of diversity, equality, and inclusion in our workforce. As an equal opportunities’ employer, we do not discriminate against applicants based on race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diversity enriches our workforce and strengthens our organisation. Therefore, we encourage minorities, LGBTQ+ candidates, and individuals with disabilities to apply for opportunities within our company.

Please note, due to the large number of applications we receive, we can only reply to those that are successful to the next stage.