Outlet Account Manager

The Body Shop is committed to generating positive economic, social and environmental impact. The Outlet Account Manager plays a critical role within the Customer Experience function, acting as the dedicated owner of The Body Shop's UK Outlet strategy. This role is responsible for leading the customer-facing and commercial marketing agenda across the Outlet estate, ensuring The Body Shop maximises visibility, commercial opportunities and customer engagement within partner outlet environments.

The position will build and maintain strong relationships with outlet centre management teams, secure marketing opportunities, lead outlet visual merchandising execution and collaborate cross-functionally to optimise outlet pricing, promotional and customer experience strategies.

Working closely with Commercial, Marketing and Retail teams, the Outlet Account Manager will ensure the Outlet channel receives the focus, expertise and strategic attention required to drive performance, brand visibility and customer acquisition whilst maintaining a differentiated and compelling outlet experience.

This role will also partner with the Head of Customer Experience to define and continuously evolve the outlet customer journey, supported by tailored learning and operational resources.

More about the role

• Outlet Partnership & Marketing
  • Act as the primary relationship owner for all UK outlet centre partners.
  • Build and maintain strong relationships with outlet management teams to maximise visibility and influence across the outlet network.
  • Secure marketing opportunities including digital coverage, social media inclusion, centre campaigns, events, gifting opportunities and promotional activity.
  • Negotiate and coordinate participation in centre-wide marketing initiatives to drive awareness, footfall and sales.
  • Identify and unlock new partnership opportunities that strengthen The Body Shop's presence within outlet destinations.
  • Ensure outlet opportunities are consistently communicated, managed and executed across the business.
• Commercial Strategy & Pricing
  • Partner with the Commercial and Marketing teams to develop and maintain an effective outlet pricing and promotional strategy.
  • Support the optimisation of outlet discount structures to balance commercial performance, inventory management and brand equity.
  • Analyse outlet performance trends, competitor activity and customer behaviours to identify opportunities for growth.
  • Provide recommendations to leadership on outlet-specific promotions, activations and performance improvement initiatives.
• Visual Merchandising & Store Environment
  • Own visual merchandising standards across the outlet estate.
  • Develop and implement seasonal, campaign and core visual merchandising plans for outlet stores.
  • Manage outlet POS, print and display requirements, ensuring stores remain visually engaging and commercially effective.
  • Coordinate the ordering, maintenance and management of VM props, fixtures and display materials.
  • Ensure campaigns are adapted appropriately for outlet environments whilst maintaining brand standards.
  • Conduct regular outlet visits to review standards, identify opportunities and support execution excellence.
• Customer Experience & Learning
  • Work alongside the Head of Customer Experience to define and continuously improve the outlet customer experience strategy.
  • Identify unique customer needs and behaviours within the outlet channel and translate these into actionable improvements.
  • Create and maintain outlet-specific learning materials, implementation guides and communication packs where required.
  • Support store teams with guidance, coaching and best practice sharing to ensure consistent customer experience delivery.
  • Champion customer-first thinking across all outlet initiatives.
• Stakeholder Management & Collaboration
  • Build strong relationships with Retail Operations, Commercial, Marketing, Property, CX and Store teams.
  • Act as the central point of contact for outlet-related projects and activity.
  • Ensure cross-functional alignment on outlet priorities, campaigns and initiatives.
  • Provide regular updates, reporting and recommendations to senior stakeholders.

What we look for

• Experience managing outlet, discount or value retail environments.
• Proven experience building and managing commercial partnerships and external stakeholder relationships.
• Strong understanding of outlet retail operations and trading strategies.
• Experience working across marketing, commercial and retail functions.
• Demonstrated visual merchandising experience within a retail environment.
• Strong commercial awareness with the ability to interpret performance data and identify opportunities.
• Excellent communication and influencing skills.
• Strong project management and organisational capabilities.
• Ability to manage multiple stakeholders and priorities simultaneously.
• Self-motivated, proactive and highly collaborative.
• Passionate about delivering exceptional customer experiences.
• Willingness to travel regularly across the UK Outlet estate.

Talent Drivers

• Purpose
• Commerciality
• Leadership
• Collaborative Skills
• Personal Conduct