Mulberry England

Customer Support

• Lead the Customer Care teams to deliver a professional, seamless, and proactive service that creates lasting, positive impressions for Mulberry customers
• Day-to-day delegation of the Customer Care workloads
• Team and resource management including rota planning to ensure adequate coverage across all shifts and channels
• Holiday and absence management, including tracking and approvals
• Sickness monitoring and follow-up in line with company policy
• Conduct regular 1:1s to support development, address concerns, and drive performance
• Support onboarding and training of new team members and Retail teams
• Ensure the team delivers a professional, empathetic, and consistent service across all customer touchpoints
• Confidently handle customer enquiries and complex complaints via telephone, email, and social media
• Handle and resolve escalated customer queries, protecting customer loyalty
• Monitor customer feedback and identify trends or areas for improvement
• Ensure team members are aware of and working towards SLAs and KPIs; identify backlogs and escalate with recommendations
• Motivate the team to meet and exceed targets and support continuous improvement initiatives
• Provide feedback to customer-impacting departments to ensure the Mulberry experience is delivered
• Work closely with Aftercare Leader, Retail, Transportation Repairs, Digital Trading and wider Commercial Excellence to align on priorities
• Communicate updates, changes and expectations clearly to the team and explore ideas to enhance Customer and Employee Experience
• Embrace and demonstrate Mulberry values and support sustainable, inclusive practices as a certified B Corp

Customer Care Leader

Graphics Designer

• Lead medium and large scale design projects from brief through to delivery across multiple channels.
• Shape the brand's creative communications alongside the Art Director and Creative Studio team.
• Refine, evolve and define brand guidelines; build iconography and brand signatures across various media.
• Present solutions to briefs that meet brand strategy, commercial and creative objectives.
• Manage projects: meet stakeholders, establish objectives, research, propose creative routes and manage workload and sign-offs.
• Work with external suppliers: write briefs, work to budgets, develop solutions, prototype and ensure final products meet quality standards and deadlines.
• Collaborate with Visual Merchandising and Film and Photography teams to ensure seamless creative experience across channels.
• Review project outcomes, seek feedback and apply learnings to future projects.
• Demonstrate Mulberry values: Be Bold, Be Imaginative, Be Open, Be Responsible; act as brand ambassador.
• Incorporate environmentally responsible practices and support the Five C’s strategy (Climate, Cultivation, Craft, Culture, Circularity).

Graphic Designer

Manager

• Lead Mulberry Woodbury Common store and manage the store team to succeed.
• Create and develop a high performing team; foster diversity, inclusion and belonging.
• Deliver an extraordinary customer experience and nurture key customer relationships using in-store CRM tools.
• Drive store commercial performance through market awareness, analysis and collaboration to accelerate store growth.
• Lead and deliver operational excellence across store activities, respecting people, product and environment.
• Promote and incorporate environmentally responsible practices supporting Mulberry’s Five C’s strategy (Climate, Cultivation, Craft, Culture and Circularity).
• Act as a brand ambassador and support an inclusive, sustainable store culture.

Store Manager

Solutions Engineer

• Own the architecture of a yet-to-be-selected Marketing CRM platform and translate complex business requirements into scalable, secure architecture
• Lead design and integration of the CRM platform with systems and data sources, ensuring data integrity and security
• Lead analysis and design efforts, evaluate external platforms, and create technical documentation and implementation roadmaps
• Provide expertise in data modelling, management and migration and design real-time integrations
• Evaluate third-party add-ons, ensure adherence to integration patterns, and facilitate RFI/RFP for CRM selection
• Report to the Senior Solutions Architect and work with programme and product managers to support the product lifecycle
• Role is 9 month fixed term contract; Hybrid working (min 3 days in office, max 2 remote); ideal start in October

Customer Care Leader

Graphic Designer

Store Manager

Solutions Architect – CRM