Rachel Jackson
Retail Manager - Rachel Jackson @ Liberty London
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Rachel Jackson
Rachel Jackson is one of the UK's leading independent jewellery brands, known for creating contemporary jewellery with meaning. With a loyal customer following and a growing retail presence, the brand is stocked in iconic destinations including Liberty London, Selfridges and Anthropologie, and has been worn by the likes of Jo Whiley, Zoe Ball and Clara Amfo.
Alongside commercial success, Rachel Jackson is committed to using business as a force for good. Through its long-standing partnership with Choose Love, the brand has raised more than £300,000 to support displaced people around the world.
As we enter an exciting new phase of growth, including the opening of our first standalone store within Liberty London, we are looking for a dynamic Retail Manager to join our team. This is a unique opportunity to help shape and grow our retail proposition, leading from the front while working closely with the Senior Management Team. The ideal candidate will have experience managing a jewellery or luxury retail environment and will be excited by the opportunity to make a real impact within a fast-growing, founder-led brand.
Responsibilities
Leading a Best-in-Class Retail Experience
- Creating an exceptional customer experience that reflects the Rachel Jackson brand and values.
- Delivering outstanding service, styling advice and product knowledge that inspires confidence and drives sales.
- Building meaningful client relationships that encourage loyalty, repeat business and customer advocacy.
- Developing and maintaining client relationships in line with Rachel Jackson's core values, including data acquisition in accordance with the company's Data Policy.
- Working closely with the Liberty management teams to deliver a seamless and elevated Rachel Jackson brand experience.
- Acting as the day-to-day leader and key point of contact for the retail team.
- Inspiring the team with exceptional product knowledge, storytelling and styling expertise, ensuring every customer interaction reflects the Rachel Jackson brand.
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Driving Commercial Performance
- Playing a key role in bringing Rachel Jackson's first own-store concept within Liberty London to life and ensuring its ongoing success.
- Leading the team to achieve and exceed sales targets, KPIs and commercial objectives.
- Monitoring store and individual performance, identifying opportunities to maximise sales and productivity.
- Inspiring a high-performance culture through clear objectives, coaching and motivation.
- Working collaboratively across the business to support the continued growth of the retail channel.
- Supporting the marketing team with events, customer activations and VIP experiences throughout the year, including occasional attendance at pop-ups and brand events.
Building & Developing a High-Performing Team
- Recruiting, onboarding and developing a motivated and engaged retail team.
- Managing rotas and staffing levels to ensure excellent customer service and operational efficiency.
- Setting clear individual objectives and KPIs, providing ongoing coaching, training and support to help the team succeed.
- Delivering regular 1:1s and performance conversations, providing clear and constructive feedback to support development.
- Implementing and embedding brand and product training programmes to ensure confidence in styling, storytelling and customer service.
- Managing team performance in line with company policies and procedures.
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Delivering Operational Excellence
- Maintaining exceptional standards of visual merchandising, store presentation and housekeeping.
- Ensuring all retail operations are delivered efficiently, accurately and in line with company processes.
- Managing stock accuracy through regular stock takes and inventory management using NetSuite.
- Training and supporting the team on Click & Drop and order fulfilment processes, ensuring accuracy and efficiency.
- Ensuring accurate payment processing and cash handling procedures.
- Managing repairs and after-sales service, ensuring timely resolution and excellent client communication.
Skills & Experience
- Previous experience managing a jewellery, fashion or luxury retail store.
- Proven ability to drive sales, achieve targets and lead a high-performing team.
- A passion for delivering exceptional customer service and creating memorable client experiences.
- A natural storyteller, able to bring the Rachel Jackson brand, product craftsmanship and symbolism to life for customers.
- Strong commercial awareness and a results-driven mindset.
- A genuine passion for jewellery, gemstones and personal styling.
- Excellent communication, leadership and interpersonal skills.
- Experience using NetSuite or a similar stock management system.
- Highly organised, adaptable and comfortable working within a fast-paced, growing business.
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