Retail Experience Lead - 12 Month Fixed Term Contract

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

As a Retail Experience Lead, you’ll work closely with our retail partners to bring the Jellycat experience to life in-store. Acting as a trusted brand ambassador, you’ll support and coach retail teams, share best practice and identify opportunities to enhance both the customer journey and store performance. Success in this role comes from building strong relationships, leading by example and ensuring every interaction reflects the joy, warmth and imagination of Jellycat.

You'll be

• Representing the Jellycat brand in-store and championing an exceptional customer experience

• Leading by example through outstanding service behaviours and retail standards

• Supporting and coaching retail partner teams to build confidence and capability

• Creating consistently joyful and memorable experiences for customers

• Monitoring the customer journey and identifying opportunities to enhance the in-store experience

• Gathering feedback from customers and retail teams to understand what is working well and where improvements can be made

• Identifying recurring operational challenges and helping to drive practical solutions

• Sharing insights and recommendations with internal stakeholders to support continuous improvement

• Promoting best practice across the retail partner network

• Building strong, trusted relationships with retail partners to support long-term success

You'll have

• Experience working in a customer-facing retail environment

• A passion for delivering exceptional customer experiences

• Strong relationship-building and communication skills

• Confidence coaching, supporting and influencing others

• The ability to observe, evaluate and identify opportunities for improvement

• A collaborative approach and the ability to work effectively with partner teams

• Strong problem-solving skills and a proactive mindset

• The ability to gather feedback and translate insights into action

• Excellent organisational skills and attention to detail

• A genuine enthusiasm for the Jellycat brand and values