Retail director Work, Jobs in London, Eng (with Salaries)

Head Of Customer Experience
Five Guys UK —London
- Up to £70,000 a year
- Hospitality
- Customer service
- Leadership
- Employee discount
Head of Retail - UK & Ireland
Hugo Boss —London
- Management
- Customer service
- Human resources
Director of Global Programmes, Retail Development
LEGO —London
- Hybrid work
- English
- Leadership
- Communication skills
- Relocation assistance
- Annual leave
Retail Media Director
Publicis Groupe Holdings B.V —London
- £65,600 - £82,000 a year
- Leadership
- Communication skills
Quick apply
1d
Retail Design Director
Seen Connects —London
- Hybrid work
- Leadership
Retail Media Associate Director
Publicis Groupe Holdings B.V —London
- £51,200 - £58,000 a year
- Leadership
- Communication skills
Quick apply
1d
Head of Retail
Tala (We are Tala Ltd) —London
- Merchandising
- Analysis skills
- IT
- Employee discount
- Gym membership
Quick apply
Retail Operations Director, EMEA
Skims —London
- Full-time
- Hybrid work
- Leadership
- Communication skills
Quick apply
Retail Media Account Director
Publicis Groupe Holdings B.V —London
- £46,400 - £69,000 a year
- Microsoft Powerpoint
- Microsoft Excel
- Leadership
Quick apply
1d
Global Merchandising Director
Knitted Blends Studio —London
- £54,000 - £66,000 a year
- Full-time
- Merchandising
- Microsoft Office
- Analysis skills
- Employee stock purchase plan
Quick apply
7d
Director - International Campaign Management – Merch & D2C
Universal Music Group —London
- Microsoft Powerpoint
- Merchandising
- Analysis skills
Customer Director - Professional Services
Faculty —London
- Full-time
- Hybrid work
- AI
- Annual leave
Head of Global Retail Experience - Speedo
Pentland Brands —London
- Hybrid work
- Merchandising
- Communication skills
- Employee discount
- Flexible schedule
Account Director - Retail, Leisure and Hospitality Practice
WTW —London
- Full-time
- Hybrid work
- Hospitality
- Business development
- Leadership
- Annual leave
- Employee assistance programme
Head of Retail EMEA/RoW
Medik8 —Borehamwood
- £75,000 - £95,000 a year
- Hybrid work
- Leadership
- Employee discount
Quick apply
Head of Retail Retirement - BNY Investments
The Bank of New York Mellon Corporation —London
- Full-time
Deputy Store Director - West
Sephora —London
- Full-time
- Data analysis skills
- Microsoft Office
- Continuous improvement
- Employee discount
Customer Director
Faculty —London
- Full-time
- Hybrid work
- AI
- Annual leave
Showroom Director
The Watches of Switzerland Group —Knightsbridge
- CRM software
- Hospitality
- Employee assistance programme
Head of Spa - Soho Farmhouse
Soho House & Co. —London
- Hospitality
- Merchandising
- Leadership
- Employee discount
Quick apply

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Head Of Customer Experience

Five Guys UK -
London

Apply Now

Job details

Permanent
Up to £70,000 a year

Benefits

Company pension
Employee discount
Enhanced maternity leave
Enhanced paternity leave
Car scheme

Qualifications

Hospitality
Customer service
Leadership
Restaurant experience
Communication skills

Full job description

BURGERS & FRIES AND INCREDIBLE CAREERS!

We're the burger restaurant with the uncomplicated formula: burgers and fries cooked to perfection, with no frozen ingredients. And we've stuck to the same 'perfect and serve' philosophy since our family business began in 1986.

These days, we're still just as much a family as we always have been. We have tons of integrity, we're enthusiastic. we're competitive and we just get it done - whatever the challenge.

The Head of Customer Experience owns how Five Guys shows up for its customers across every touchpoint. This role leads customer support and feedback end to end, while acting as a brand guardian for all customer facing communication.

You will ensure every interaction reflects Five Guys tone of voice and core messages around freshness and quality, simplicity and comfort, our people, and how and why we do what we do. You will protect brand reputation across direct support, reviews, and social channels, and turn customer insight into action that improves the guest experience.

This role is focused on spotting patterns in customer feedback, identifying where service breaks down, and translating insight into clear guidance for stores, districts, regions, and countries across the JV.

WHAT YOU'LL DO

Own and run customer service across email, website forms, social channels, and review platforms
Respond quickly, accurately, and empathetically, keeping tone aligned to Five Guys friendly, honest, premium voice
Identify recurring issues, frustrations, and service patterns at store, district, and regional level
Deliver clear weekly and monthly reporting with trends, priorities, and practical recommendations
Share insight with operations, training, brand, and food safety teams to drive service improvements
Monitor social channels for engagement, sentiment, and service related feedback
Respond to reviews and social messages using brand safe language that builds trust and shows accountability
Maintain a clean and consistent customer feedback framework, including tagging for brand insight such as generosity, freshness, crew warmth, and consistency
Support leadership in shaping customer experience plans and help store teams adopt best practices
Contribute to training materials covering service standards, complaint handling, and communication habits
Escalate urgent or complex issues to the right teams and own follow up through to resolution
Complete ad hoc store visits to understand the customer journey firsthand
Own customer service standards, processes, and guidelines across all channels

YOUR EXPERIENCE

Hands on customer service experience in restaurants, hospitality, or retail
Strong written and verbal communication, with confidence handling sensitive situations
Experience managing customer contact across multiple channels, including social and reviews
Strong repoability to influence and drive change without direct operational control
Highly organised and comfortable managing high volumes of contact
Strong command of tone of voice and the ability to coach others
Experience responding publicly to reviews and social feedback in high visibility situations
Clear understanding of how customer communication shapes brand trust, quality, and consistency

OUR REWARDS AND BENEFITS

A generous annual bonus based on business performance
Pension scheme
Enhanced Maternity and Paternity leave
Electric car salary sacrifice scheme
Long service rewards after 5 and 10 years with Five Guys
Five Guys Perks & discounts
Invite to our annual General Managers conference - this year we celebrated in Lisbon!
Life assurance
Private medical via Vitality
Wellbeing support

Apply Now

Refine Your Search

retail director jobs in london, eng

Head Of Customer Experience

Head of Retail - UK & Ireland

Director of Global Programmes, Retail Development

Retail Media Director

Retail Design Director

Retail Media Associate Director

Head of Retail

Retail Operations Director, EMEA

Retail Media Account Director

Global Merchandising Director

Director - International Campaign Management – Merch & D2C

Customer Director - Professional Services

Head of Global Retail Experience - Speedo

Account Director - Retail, Leisure and Hospitality Practice

Head of Retail EMEA/RoW

Head of Retail Retirement - BNY Investments

Deputy Store Director - West

Customer Director

Showroom Director

Head of Spa - Soho Farmhouse

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