Retail Experience Manager in London

TOTEME is a fashion house rooted in Swedish sensibilities, modern aspirations and the notion of style. With an appreciation for women’s many roles and how pieces are worn in practice, we create emblematic designs with an emphasis on materiality and shape. Representing a direct and decisive way of dressing, the collections are contextualized in curated edits, visuals and spaces. TOTEME was founded in 2014 by Elin Kling and Karl Lindman. From the atelier in Stockholm, we create collections spanning ready‑to‑wear, shoes, bags, accessories and jewelry.

We are looking for a Retail Experience Manager to join our team in London full time. In this role you will shape TOTEME’s global retail experience, enhance in‑store client experience and develop the knowledge and performance of retail teams worldwide. You will design and implement training and action plans across Brand, Collection, Selling Ceremony, and selling techniques. You will work closely with regional teams and global stakeholders, including Visual Merchandising, CRM, E‑Commerce, Marketing, and Merchandising, to ensure alignment between commercial strategies and the in‑store experience. You will also contribute to building a strong and consistent brand identity across all retail touchpoints, from client journey to hospitality, uniforms, and in‑store ambiance. You will report to the Retail Director and work directly with the Retail and Commercial team.

Responsibilities

• Translate commercial and product strategies into global training and induction plans.
• Align training initiatives with key product launches, campaigns, and retail priorities.
• Develop and elevate global standards for client experience, hospitality, and selling ceremony.
• Design and implement tools to monitor and improve in‑store performance (e.g., mystery shopping, feedback programmes).
• Partner with regional and cross‑functional teams to ensure consistent execution across all markets.
• Contribute to defining and enhancing the end‑to‑end client journey, with a focus on VIC experience.
• Support the development of the Retail Academy and global training framework, including KPIs.
• Create and roll out training content (product, storytelling, selling techniques, and digital formats).
• Oversee key retail experience elements such as uniforms, in‑store identity, and client hospitality guidelines.
• Support retail operations planning and budgeting related to the store experience.

Profile

• Experience in a similar role in retail experience, training, or retail operations within a premium or luxury environment.
• Strong understanding of client experience, selling ceremony, and in‑store performance drivers.
• Experience developing and delivering training programmes and materials on a global scale.
• Ability to translate commercial and product strategies into actionable retail initiatives.
• Experience working cross‑functionally with teams such as Marketing, CRM, and Merchandising.
• Strong project management skills, including planning, budgeting, and execution.
• Fluent communication in English, both written and verbal.

About You

• Strong sense of brand and aesthetics, with an eye for detail and consistency.
• Collaborative with the ability to build relationships across markets and functions.
• Structured and solution‑oriented, able to manage multiple priorities with clarity.
• Engaging and confident communicator, comfortable presenting and training teams.
• Proactive and hands‑on, with a mindset of continuous improvement.
• Curious and attentive to client behaviour and evolving retail trends.

This is a full‑time position in our London office with a start date by agreement.