Omnichannel Retail Manager

Minor Hotels Europe and Americas

Omnichannel Own Retail Experience Manager at BAT driving integrated retail strategies for seamless consumer journeys. Collaborating across teams to enhance consumer experience in both offline and online environments.

Posted 5/30/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Shape cross-channel strategy enabling seamless omnichannel consumer journeys online to offline.
Maintain and implement a cohesive own retail strategy, integrating digital and offline tools.
Deliver the Own Retail strategy and roadmap, ensuring that these align with the wider global CX strategy.
Recommend and deploy guidelines for DRBUs/Markets to continuously improve commercial delivery of own retail channels, and support markets with activation.
Focus on driving consumer satisfaction in-store and ensure feedback is gathered to continuously optimise operations.
Identify new trends in the markets that will impact consumer and shopper behaviours, and ensure these are deployed within stores.
Support data capture and loyalty initiatives in stores, working with DBS to review key technology enablers for this.
Collect, analyse, and leverage data from all touchpoints to enhance consumer experiences and track performance metrics.
Track Own Retail performance and report regularly on main indicators.
Accelerate offline-to-online (O2O) capabilities across the organisation and work with the ecommerce team to deliver omnichannel activation, as well as driving traffic/footfall between online and offline channels.
Stay updated on industry trends and adopt innovative solutions to continuously improve the O2O consumer experience.

Requirements

What you’ll need

Strong experience within retail management, including both online and offline environments.
Proven experience and developing and implementing omnichannel strategies.
Demonstrated success in enhancing consumer experiences and managing consumer journeys.
Proficiency with e-commerce platforms, CRM systems, and other digital tools used in retail.
Ability to design and implement integrated marketing campaigns across various channels.
Strong analytical skills.
Experience with integrating technology solutions to enhance the consumer experience.
Knowledge of Own Retail management guidelines
Commercial foresight and understanding of P&L management
Understanding of the role of Own Retail in the wider channel mix
Experience in driving pilot programmes and how to incubate Proof of Concepts to rapidly learn
Expertise in streamlining processes and workflows for efficient O2O operations.
Experience working with agencies and briefing and managing them
Understanding of shopper behaviours, needs and drivers

Benefits

Comp & perks

market leading annual performance bonus (subject to eligibility)
diverse health plans
initiatives for work-life balance
transportation support
flexible holiday plan with additional incentives

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

retail managementomnichannel strategiesconsumer experience enhancemente-commerce platformsCRM systemsintegrated marketing campaignsanalytical skillstechnology integrationP&L managementO2O operations

Soft Skills

commercial foresightconsumer journey managementprocess streamliningagency managementtrend identification