Global Retail Operations 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 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. To do this, our people are honest, dynamic, and community spirited. If these are values you share, we would love you to join our team.

The Role

The Global Retail Operations Manager is a strategic leader responsible for driving innovation, elevating operational excellence, and shaping future-forward retail experiences across all global markets. With a focus on creativity, customer-centricity, and continuous improvement, this role defines and evolves global retail standards ensuring teams are empowered with the tools, clarity, and inspiration to deliver exceptional experiences. Acting as a collaborative partner to regions, this role champions new ideas, tests emerging concepts, and drives transformation across retail operations. A key accountability includes leading the strategic vision for global Clienteling, enabling regions to exceed expectations through personalised engagement, elevated service, and data-driven insights.

Duties And Responsibilities

• Global Retail Strategy & Innovation: Cultivate deep, collaborative relationships with regional Retail leaders to ensure global alignment and operational excellence. Champion a customer-first philosophy while pushing boundaries to simplify, modernise, and elevate operational processes. Lead cross-functional partnerships with Digital, Omnichannel, IT, Training, and Retail leadership to co-create next-generation tools, programmes, and standards. Identify opportunities to streamline global ways of working; propose, pilot, and scale innovative solutions that reduce complexity and enhance impact. Drive a culture of experimentation testing new technologies, approaches, and operational frameworks to evolve the future retail ecosystem.
• Clienteling Leadership: Own the global Clienteling strategy defining ambitious KPIs, elevating standards, and inspiring teams to deepen long-term customer relationships. Partner with regional stakeholders to embed consistent, high-quality Clienteling practices that fuel customer loyalty and business growth. Lead strategic reporting and insight delivery, turning data into action and opportunity. Ensure Clienteling tools, training, and communication are future-fit, engaging, and aligned to global innovation priorities.
• Operational Excellence & Store Experience: Act as the global point of escalation for retail operational needs while focusing on scalable solutions rather than transactional tasks. Collaborate with regional teams to enhance store systems, processes, and in-store technologies prioritising efficiency and customer impact. Partner with Digital and Technology teams to develop and optimise omnichannel experiences, in-store digital journeys, and POS capabilities. Lead operational readiness for new store openings, refurbishments, and transformational store projects ensuring standards reflect brand ambition and innovation. Support the creation of engaging operational training, ensuring retail teams feel confident, empowered, and future-ready.
• Data, Reporting & Insights: Develop strategic reporting frameworks that unlock global insights across Clienteling and operational performance. Present meaningful, actionable insights to senior leadership helping shape commercial decisions and future strategy. Identify trends, risks, and opportunities across markets, influencing direction and supporting execution. Contribute to annual budgeting processes with a focus on future capability building.
• Security & Loss Prevention: Oversee global compliance with security standards and legislation, ensuring proactive identification and resolution of risks. Lead strategic oversight of inventory control and stock loss management, partnering with regions to develop targeted improvement plans.
• Projects & Continuous Improvement: Lead global retail transformation projects including new technologies, process innovation, operational re-design, and experience enhancements. Drive innovation and new ideas within your areas of responsibility, role-modeling the ability to ideate and creatively propose solutions. Partner with regions to pilot initiatives, measure impact, and scale globally with a test-and-learn mindset. Represent Retail Operations within key cross-functional forums to ensure retail realities and future thinking are embedded in major business initiatives.
• Coaching & Team Development: Lead, coach, and inspire the Retail Operations Executive – creating a supportive, growth-oriented environment. Provide clear development plans, regular feedback, and stretch opportunities to build confidence and capability. Foster creativity, empowering others to contribute ideas, challenge ways of working, and take ownership of meaningful projects. Act as a role model for curiosity, innovation, and professional excellence to the wider business.
• 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 Knowledge:

• Proven experience in a multi-market retail operations role within luxury or premium fashion/lifestyle brands.
• Strong background in operational process design, store operations, and retail excellence.
• Experience leading or driving Clienteling programmes across multiple regions.
• Excellent communication skills with the ability to influence, build relationships, and collaborate effectively at all levels.
• Highly organised, proactive, analytical, and detail oriented.
• Advanced Microsoft Excel/Office skills; familiarity with data and reporting platforms.
• Experience working with omnichannel technologies, retail systems, and operational platforms.
• Ability to travel nationally and internationally as required.

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.