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Retail Cluster Manager
Cluster Manager & Brighton Shop Manager (Full-Time, Permanent)
About Bravissimo
Part of Wacoal Europe Group, Bravissimo is an award-winning, multi-channel lingerie retailer on a mission to uplift women. Since 1995, our purpose has remained to inspire our customers to feel supported, celebrated, and confident every day.
With 25 UK stores and a thriving e-commerce presence, we specialise in high-quality lingerie, swimwear, and nightwear for women in cup sizes D to L. We’re on an exciting growth journey and are love it every step of the way!
Bravissimo Benefits
Our benefits package reflects our commitment to your wellbeing:
- Up to 25 days holiday
- Option to buy up to 5 additional holiday days annually
- Free and confidential 24/7 employee support via Retail Trust
- 50% discount on full-priced Bravissimo products for you, your family, and friends (up to a set limit)
- Healthcare Cash Plan covering you and up to 4 children (via Medicash)
- Employer pension contributions (up to 6%)
- Life Assurance
- Training and learning resources
- Long-service awards after 5 years
- Early access to new products, with opportunities to provide feedback
- Discounts at a wide range of retailers, entertainment destinations, and gyms (via Retail Trust & Medicash)
About the Role
Bravissimo’s purpose is to inspire customers to feel confident and uplifted. The Cluster Manager drives performance across their home store (as Store Manager) and their cluster of additional locations, ensuring customer loyalty through our Bravissimo Customer Experience. This role focuses on people, processes, and procedures to align all teams with our brand values.
Primary based at our Brighton shop, the successful candidate will lead as Shop Manager, overseeing daily operations and clustering responsibility. Collaborating with a team of Cluster Managers (of varying remit sizes), you’ll be accountable for delivering performance across your stores.
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Key Responsibilities
🔹 Customer Experience
- Deliver Bravissimo’s purpose consistently across all locations.
- Own compliments and complaints – celebrate positive feedback, investigate, and resolve issues to rebuild customer trust.
- Maintain visual merchandising (VM) standards across your cluster to ensure attractive, stage-worthy displays that align with marketing and product updates.
- Analyse customer data and team insights to drive improvements.
- Be the voice of the customer, supervising ongoing feedback analysis and flagging emerging trends.
- Collaborate cross-functionally with VM, Retail Operations, Product, Supply, and Marketing to influence strategic decisions.
- Contribute to Retail strategy development with strong knowledge of our business model.
🔹 People Management
- Lead and develop shop management teams in your cluster, fostering alignment with our purpose, brand, and ‘We Are Bravissimo’ culture.
- Equip teams with tools, resources, and training to drive loyalty and operational excellence.
- Provide successor planning and conduct personal development plans (PDPs) to enhance long-term team needs.
- Support shop managers with people-related issues, collaborating with People & Culture (P&C) where required.
- Work proactively and promptly to resolve disputes or challenges with minimal disruption.
🔹 Operations & Environmental Responsibilities
- Optimise shop operations (people costs, sales budgets, and retail blueprint adherence).
- Ensure health and safety compliance across your cluster, reporting and escalating incidents.
- Implement inventory control, including stock adjustments and reconciliation procedures, to maintain accuracy.
- Oversee maintenance of shop equipment/facilities to guarantee safety for teams and customers.
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Person Specification
Essential Qualifications:
- A genuine passion for our values and brand ethos.
- Better than average customer service experience with a strong desire to create uplifting customer journeys.
- Fluent in IT skills (Excel for data analysis, PowerPoint for recommendations/reports).
- A business-savvy mindset—prioritising customer needs alongside cost/operational efficiencies.
- Leadership confidence, with experience in influencing teams and managing difficult conversations.
- Ability to build, nurture, and escalate relationships with rapid rapport.
- Collaborative, adaptable, and agile—keeping pace with evolving demands.
Note on Equality: This role carries a genuine occupational requirement under Schedule 9, Part 1, of the 2010 Equality Act for post-holders to be female.
Why Apply?
If this role excites you—the opportunity to own the success of a cluster while driving an outstanding customer experience—we want to hear from you! Include: ✔ Your CV ✔ A cover letter explaining why you’d be a perfect fit for Bravissimo and what you’d bring to the role.
Every application is read in full, so take this as your moment to tell us your story and your why! Applications will be fast-tracked; the role may close early if demand is high.
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