Mandarin Oriental is looking for a Senior Manager, Retail, Global to join our Retail & Partnership team.

Are you a master of craft? Do you thrive in a team that succeeds together, demonstrating integrity and respect while acting responsibly? Do you embrace a growth mindset? We invite you to become a fan of the exceptional.

Mandarin Oriental is the award-winning owner and operator of some of the most luxurious hotels, resorts and residences located in prime destinations around the world, with a strong development pipeline. Increasingly recognised for creating some of the world’s most sought-after properties, the Group provides legendary service inspired by Asian heritage whilst representing the very cutting-edge of luxury experiences.

About the job

We are seeking a Senior Manager, Retail, Global to play a critical role in driving the strategic growth of Mandarin Oriental through innovative retail, partnerships and high-impact activations across our collection of hotels worldwide. This position requires an experienced professional with a proven track record in buying, merchandising and cultivating and managing high-profile, luxury partnerships, designing unique brand experiences, and leading cross-functional teams to execute large-scale campaigns.

In this role, you will be responsible for implementing the strategic merchandise plan for MO retail and spa retail in line with the brand vision including spearheading the identification, negotiation, and management of retail partnerships across a variety of industries, including luxury, spa, wellness, fashion, and technology, ensuring alignment with our brand’s core values and objectives.

Additionally, you will lead all retail brand activation initiatives, working collaboratively with internal teams to deliver exceptional consumer experiences that amplify brand awareness and drive business growth. This role will serve as a key support and liaison for all hotel teams globally to align on retail and partnership activity.

 As a Senior Manager, Retail, Global you will be responsible for the following duties: 

Retail:

• Work closely with technical services, feasibility and operations to support and execute new openings / pre-openings for retail across shop and spa including area program planning for leased and hotel-operated shop business models.
• Review retail opportunities, capex and strategy in existing owned hotels and managed hotels to enhance brand positioning, credibility, commercial value and incremental revenue in relevant markets.
• Conduct R&D and workshops with properties, define and implement holistic product and commercial strategies in line with business objectives and brand vision and plan recurring meetings with S&M/Retail lead to support and evolve their product offerings.
• Support the growth of property retail and spa retail through building a global network brand relationships with luxury partners and sourcing newness to maintain a leading position in the market through brand exclusivity; be proactive in understanding the competition and take actions to minimize loss of MO market share and maximize sales and GP$ potential.
• To be innovative, forecast trends and source the most valued local and global retail partnerships, collaborations and access unique products, experiences and events that cater to the consumer’s lifestyle and preferences and create exceptional luxury retail experiences.
• Ownership and accountability for the product performance, operations, scale and customer journey. Analysing data and sharing performance insights activity. Create new opportunities and amplify the edit, experience and establish guidelines and toolkits for rollout.
• Develop and establish retail brand guidelines. Train properties to create a global standard and consistency across the portfolio.

Retail Partnership Strategy & Execution:

• Roll-out of a comprehensive partnership strategy aligned with the brand’s overarching goals, ensuring that collaborations reinforce brand values, increase customer engagement, and drive measurable impact. Oversee end-to-end execution of partnership initiatives from ideation through launch and performance measurement.
• Cultivate and manage relationships with luxury brand partners; foster relationships between brands and property GMs and Director of S&M to establish and integrate unique property experiences such as suite takeovers, pop-ups and personal shopping services to enhance the hotel experience for the guest and tap into the local community.
• To manage and negotiate where required with external partners to ensure the optimum service is provided.
• To evaluate and audit existing local/global partnerships and the opportunity that can be leveraged across properties.
• Research and establish ‘best in class’ retail partnerships criteria for properties to follow and contribute to the partnerships playbook for hotel guidance.

Cross-Functional Leadership:

• Partner with the Brand, Mar/Comms and Digital teams to ensure copy and editorial are on brand and establish workflow and processes.
• Contribute to the CRM strategy and collaborate with supporting teams to ensure there is synergy and an effective customer journey across gifting and experiences.
• Collaborate with IT and Finance to develop centralized reporting to track performance across channels to support opportunities and growth of the retail business.
• Work with IT and properties to establish retail property system that supports reporting and analytics to support business needs including brand, category, subcategory, size and color allocation.
• Collaborate with internal teams to ensure seamless execution of retail collaborations and brand partnerships, optimizing partner integration across marketing channels, product placements, and experiences.

Brand Alignment & Innovation:

• Work closely with brand & creative team to ensure all retail and partnership activities uphold the brand’s identity and creative integrity. Lead innovative collaborations that push boundaries and position the brand as a leader in its industry.

Oversight and Support of Global Hotel Activity:

• Collaborative role to align with MO properties that have an existing retail presence to implement retail guidelines and standards aligned to the MO brand vision.
• Provide oversight and support for partnership activations at the hotel level across Mandarin Oriental’s global properties, ensuring alignment with brand standards and delivering exceptional guest experiences through strategic collaborations.

Financial & ROI Accountability:

• Plan and manage department P&L including budget tracking and payments.
• Define KPIs for retail and retail partnerships and consistently track and report on partnership performance, ensuring brand goals are met or exceeded.
• Manage budgets associated with partnerships and ensure maximum return on investment.

Relationship Management:

• Build and maintain strong relationships with senior stakeholders at partner organizations. Act as the brand’s ambassador, fostering long-term, mutually beneficial relationships.

Campaign & Activation Leadership:

• Design and execute large-scale activations and campaigns, both digital and physical, ensuring they deliver a consistent brand experience and maximum impact.

Market Insights & Trends:

• Stay ahead of industry trends and innovation in luxury partnerships and brand activations, continuously exploring new opportunities to differentiate the brand.

As a Senior Manager, Retail, Global we expect from you:

• Minimum 10 years of experience in luxury retail, marketing, brand, communications, partnerships and activations within the luxury, hospitality, or fashion industries.
• Proven experience in managing high-profile partnerships from concept to execution.
• Strong negotiation skills with the ability to secure mutually beneficial agreements.
• Demonstrated ability to lead large-scale activations that engage luxury consumers.
• Excellent communication, project management, and leadership skills.
• Ability to thrive in a fast-paced, deadline-driven environment while maintaining high attention to detail.

Our Commitment to You

• Learning & Development: Your success is our success. We craft unique programmes for every stage of your career so you can grow continuously.
• MOstay: Enjoy complimentary nights and attractive rates at Mandarin Oriental properties worldwide.
• Health & Wellness: Your wellbeing matters to us. We offer global health benefits and wellness programmes.
• Retirement Plans: We reciprocate your commitment with competitive retirement plans.
• Local Benefits: Competitive salary and benefits package.

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