The role:

The Marketing Manager will be responsible for developing and executing integrated marketing strategies to enhance brand awareness, drive sales, and support the launch of ospreylondon.com in international markets. This role requires a blend of strategic thinking, creativity, and hands-on execution, ensuring a cohesive and premium brand experience across all customer touchpoints.

Where:

Based at our stables in Great Gaddesden, our team enjoys working together - collaborating, sharing ideas and being part of a family at work. We believe in dynamic interaction and sharing a lunch table.

When:

Monday - Friday 37.5 hours per week. Our team players need to be high performing and success-focused and if that means putting in some extra hours then they don’t clock off at 5.30. Likewise, we are give and take, so if you need to leave a bit earlier sometimes and are on top of that task list, we’re flexible.

With:

Our marketing team which is small (4 people) but perfectly formed and they have both experience and youth on their side. You will be reporting to the Head of Marketing.

Your character and skills will include:

• A marketing degree or relevant qualifications

• An interest in fashion with an innate understanding of brand credentials

• Strong time management and planning skills

• Commercial approach with a good understanding of brand values

• Able to work collaboratively and demonstrate initiative

• Strong relationship development skills

• Excellent presentation skills - in person and on paper

• Strong questioning, listening and analytical skills

• Accurate, with an attention to detail in their use of English

• Strong IT skills and confident in Excel

Responsibilities will include:

Retail Marketing:

• Development of individual store marketing strategies, tailoring to their needs and related demographic development.

• Managing the timely creation of POS, window displays and decals collaborating with the in-house Graphic Designer and in accordance with the Retail Marketing Calendar.

• Coordinate with retail teams to execute in-store promotions, events, and visual merchandising.

• Establish and manage relationships with retail centre management, and partners working collaboratively to ensure strong brand exposure in each centre, including promotional, media campaigns and web profiles.

• Setting up a rolling call programme to check in with each centre’s marketing team (supplemented with periodic in-person visits) to ensure we’re the go-to brand for marketing opportunities.

• Ensure OSPREY LONDON is represented in each centre’s marketing activities throughout the year.

• Identifying local press opportunities for each store across social media, influencers, radio, magazines, podcasts, blogs etc.

• Enhance the in-store shopping experience through customer engagement initiatives, such as personalised shopping assistance, styling sessions, competitions, or loyalty programs.

• Using the Critical Path Analysis (CPA) document for outlet store new product launches to ensure that:

• Key lines of store-exclusive items are identified in good time for video/photography for promotional use.

• All store centres are aware of new launches to promote on their channels.

• Create and distribute videos to ensure all store staff have sight of key features and product USPs.

Digital Marketing:

• Manage the brand's online presence, ensuring omnichannel success and an engaging experience across all digital platforms in accordance with the Digital Marketing Calendar.

• Oversee the end-to-end management of all social media platforms, including content creation, scheduling posts, engaging with followers, monitoring conversations, and analysing performance metrics to optimise engagement and drive brand awareness.

• Identifying and collaborating with relevant influencers and new channels (e.g., podcasts, YouTube, TikTok) managing partnerships to promote the brand and products for both in-store and website success.

• Establish clear social media guidelines and TOV to maintain across all written and visual content in alignment with brand guidelines.

• Drive innovation and new practices, keep on top of the latest trends and competitor activity, and bring new partnership ideas.

• Managing the production of the company’s product imagery with external agencies, primarily for use on our e-commerce and marketplace websites.

• Overseeing the booking of timely product photography sessions that ensure we max out on the number of quality shots per session thereby getting value for money from each one.

• Work collaboratively with the junior marketing executive to brief and oversee the organisation of the collation/delivery/return of products being shot in an orderly fashion.

• Frequent liaison with our Buying & Merchandising team on product sales information to manage inbound new season shipments and ensuring timely launch of new products on-site.

• Own the copywriting process for all product descriptions, ensuring they are engaging, accurate, and reflective of the brand’s premium, positioning.

Reporting:

• Develop and present weekly marketing performance reports, including key metrics across social media, CRM and SMS to the Head of Marketing and key stakeholders.

• Monitor and analyse the effectiveness of marketing campaigns across digital and in-store channels, providing actionable insights and recommendations.

• Prepare monthly and annual marketing performance reviews, highlighting successes, challenges, and areas for improvement.

• Weekly reporting to the Head of Marketing of previous weeks’ achievements, footfall, promotional performance, and forward plans and facilitating sign-off for promotions.

• Monthly report on all influencer activity, showing the ability to keep on top of targets and goals for products sent out, content featured, channel growth and community engagement.

The Role:

You will be responsible for the smooth running and success of the store. Providing and inspiring excellent, on-brand customer service to drive and exceed sales targets. Managing operational functions and developing your team to ensure maximum profitability and compliance with company procedures.

Where:

Our O2 Store

Hours:

5 days/ 40 hours per week, across Monday-Sunday and as necessitates the fulfilment of the role.

Reporting to:

Head of Retail Outlet Sales & Deputy Head of Outlet Sales

Your story so far: Experienced in customer services, preferably within luxury fashion retail, you are not only passionate about delivering great customer service but understand the importance of motivating and developing a team. Relationship building comes naturally to you, and with your drive and motivation, you are now ready to be part of a business who is going through substantial growth and is excited about the future.

Your character and skills will include:

• Strong communication skills, both verbal & written

• Exemplary sales and customer service skills

• Ability to build great relationships with internal teams and customers

• Demonstrates drive to achieve/exceed all set targets

• Strong commercial acumen

• Knowledge and understanding of luxury retail

• Good organisation and administration skills

• Problem solving skills – customer resolution

• Ability to work under pressure

• Experience in training and mentoring staff

• High standard of personal presentation

• Strong stock management skills

• A keen visual merchandiser with a critical eye

Responsibilities will include:

Sales and Service Generation:

• Achieve sales goals by forward planning and maximising opportunities

• Set and monitor store targets daily and weekly in agreement with Senior Retail Manager

• Always maintain adequate sales floor supervision ensuring excellent customer service & appropriate security

• Commercially driven to achieve all KPI & sales targets

• React promptly and efficiently to changing patterns of footfall in order to optimise trade

• Ensure company loss prevention procedures are adhered to

• Develop strong customer relationships and loyalty and inspire this amongst the team

• Develop Centre Management relationships liaising regularly regarding any marketing initiatives

• Regularly review and feedback relevant competitor activity

Staff Management:

• Manage the development of the team members, using Company training programmes to foster effective use of the customer service toolkit to improve selling skills, product knowledge etc

• Ensure all company procedures are adhered to

• Motivation of team to meet goals, supporting short- and long-term team incentives

• Regularly review performance of team through kpi’s, structured reviews and appraisals

• Manage all staffing administration including rotas, staff holidays, holiday cover and sickness etc within budget

• Responsible for the recruitment and development of store Team Members

Store Standards:

• Ensure store presentation & standards meet company requirements including full routine maintenance

• Maintain high standards of cleanliness and organisation within the store

• Ensure visual merchandising remains in line with Company guidelines, applying critical observation and making recommendations for VM improvement

• Apply critical observation and give recommendation for VM improvement

• Ensure compliance of company dress code

Operations:

• Responsible for accurately and timely completion of all store admin and reports

• Facilitate accurate deliveries, including identification and reporting of any discrepancies etc

• Manage accurate and efficient stock management, carrying out bi-annual store stock takes within company guidelines to minimise stock variances

• Effectively oversee customer queries/complaints relating to any exchanges, credits or refunds

• Maintain all store safety standards and all assessments relating to health & safety

The Role:

To assist the Store Manager with the smooth running and success of our St Albans Outlet and Osprey Home stores. Providing and inspiring excellent, on-brand customer service to drive and exceed sales targets. Assist with operational functions and supporting the development of the team to ensure maximum profitability and compliance with company procedures.

Location:

Working at our St Albans stores (set in a beautiful rural location)

Reporting to:

Store Manager

Working hours:

5 days/ 37.5 hours per week, across Monday-Sunday and as necessitates the fulfilment of the role

Experience required:

2 years+ supervisory experience within the luxury retail sector

Character and Skills:

• Strong communication skills, both verbal & written

• Exemplary sales and customer service skills

• Ability to build great relationships with internal teams and customers

• Demonstrate drive to achieve/exceed all set targets

Strong commercial acumen

• Knowledge and understanding of luxury retail

• Good organisation and administration skills

• Comfortable working with IT systems

• Problem solving skills - customer resolution

• Ability to work under pressure

• Experience in training and mentoring staff

• High standard of personal presentation

• Strong stock management skills

• A keen visual merchandiser with a critical eye

Responsibilities will include:

Sales and Service Generation

• Achieve sales goals by forward planning and maximising opportunities

• Set and monitor store targets daily and weekly in agreement with Store Manager

• Maintain adequate sales floor supervision ensuring excellent customer service & appropriate security

• Commercially driven to achieve all KPI & sales targets

• React promptly and efficiently to changing patterns of footfall for optimum trade

• Ensure company loss prevention procedures are adhered to

• Develop strong customer relationships and loyalty

• Regularly review and feedback relevant competitor activity

Staff Management

• Assist Store Manager in the development of team members, ensuring all company procedures are adhered to

• Support Manager with Company training programmes to include effective use of ‘customer service toolkit’, selling skills, product knowledge etc

• Supervise and motivate team to meet goals, supporting short and long term team incentives

• Assist Manager with all related administration including staff rotas, staff holidays, sickness records etc

Visual Merchandising/Store Standards

• Ensure store presentation and standards meet company requirements including full routine maintenance

• Maintain high standards of cleanliness and organisation within the store

• Ensure visual merchandising in line with Company guidelines, making observations and recommendations for improvement

• Monitor compliance of company dress code

• Apply critical observation and give recommendation for VM improvement

Operations

• Responsible for accurately and timely completion of all store paperwork

• Facilitate accurate deliveries including identification of any discrepancies etc

• Assist Store Manager with managing store rotas within budget including holiday cover etc

• Accurate and efficient stock management, carrying out regular store stock takes within company guidelines to minimise stock variances

• Assist with administration of product buying for Osprey Home

• Effectively oversee customer queries/complaints relating to any exchanges, credits or refunds

• Maintain all store safety standards and all assessments relating to health & safety

The Role:

Reporting to our Customer Services Supervisor, you will be responsible for delivering exceptional customer service over the phone and by email, ensuring our customers receive a great shopping experience that befits our luxury brand.

Location:

Based at our Head Office in Great Gaddesden and our Distribution Centre in Hemel Hempstead as and when required. (office-based role)

Reporting to:

Customer Services Supervisor

Working hours:

Monday - Friday 37.5 hours per week

Character and Skills:

• An ability to communicate with customers easily and effectively, with strong negotiation skills.

• love of dealing with people and keen to always deliver high levels of customer service whilst seizing sales opportunities.

• Enthusiastic and passionate about the brand; confident in sharing our story with customers.

• Highly organised with an ability to prioritise.

  ·       Flexible attitude with an ability to implement solutions and cope well under pressure.

• Excellent written and verbal communication.

• Previous experience of Customer Services systems such as Zendesk and Netsuite is preferable but not essential.

• Computer literate with good knowledge of excel; basic knowledge of Photoshop would be an advantage.

Responsibilities will include:

Customer Service:

• Assist with all customer queries including order enquiries, faulty goods, returns, complaints, product information and personal shopping via phones, emails (Zendesk) and live chat.

• Resolve all queries quickly, efficiently with a satisfactory result for the customer within company standards.

• Ensure customer feedback is promptly communicated to the appropriate channels within the business.

• Provide support and comprehensive product information to customers representing our luxury brand.

• Build relationships with customers, assist them with making purchasing decisions and provide them with the service expected from a luxury brand.

• Look for cross-selling opportunities to increase individual purchase value and overall sales.

• Always identify opportunities to enhance the customer experience and turn any dissatisfied customers into happy customers.

Web & mail order fulfilment:

• Using your product knowledge and sales skills to introduce appropriate products to customers and confidently take their orders over the phone.

• Check payments and orders to ensure any fraudulent activity is dealt with appropriately to protect company from any losses.

• Produce/complete daily report of CS departmental statistics.

• Occasional liaison with other marketplace accounts regarding deliveries eg Next, Debenhams.

• Liaise with other teams regarding any trends or customer feedback on products.

• Manage all customer queries regarding returns, refunds, exchanges and replacements and liaise with the Returns team

• Ensure customer returns are converted into an exchange wherever possible.

Other duties:

• Provide support to other departments as required, including the Marketing Web team with loading products on the website and the Distribution Centre during peak times.