Outlet Account Manager

THE BODY SHOP; Greater London; On-site; GBP 40,000 - 65,000; Full time

Job summary

The Body Shop is seeking an Outlet Account Manager to own the UK outlet strategy, lead customer-facing and commercial marketing across the outlet estate, and collaborate cross-functionally to optimise pricing, promotions and customer experience.

You will build strong partnerships with outlet centres, secure marketing opportunities, and drive visibility, footfall and sales while maintaining brand standards and VM excellence across the UK network.

Qualifications

• Experience managing outlet or value retail environments.
• Proven ability to build and manage commercial partnerships.
• Strong understanding of outlet trading and operations.
• Experience across marketing, commercial and retail functions.
• Visual merchandising experience in a retail setting.
• Strong commercial sense and data interpretation.
• Excellent communication and influencing skills.
• Project management and organisational capabilities.
• Ability to manage multiple stakeholders and priorities.
• Self-motivated, proactive and collaborative with a customer focus.

Responsibilities

• Act as the primary relationship owner for all UK outlet centre partners.
• Build relationships with outlet management to maximise visibility and influence.
• Secure marketing opportunities including digital coverage, social media, campaigns and events.
• Negotiate participation in centre-wide marketing initiatives to drive awareness, footfall and sales.
• Identify new partnership opportunities to strengthen The Body Shop's presence in outlets.
• Ensure outlet opportunities are communicated and executed across the business.
• Partner with Commercial and Marketing teams to maintain outlet pricing and promotions.
• Support optimisation of discount structures for balance between sales and brand equity.
• Analyse outlet performance and competitor activity to identify growth opportunities.
• Provide leadership with recommendations on promotions and activations.
• Own visual merchandising standards across the outlet estate.
• Develop seasonal and campaign VM plans for outlet stores.
• Manage POS, print and display requirements to stay visually engaging.
• Coordinate ordering and maintenance of VM props and materials.
• Adapt campaigns for outlet environments while preserving brand standards.
• Conduct regular outlet visits to review standards and execution.
• Define and improve the outlet customer experience strategy with CX leadership.
• Identify customer needs in outlets and translate into improvements.
• Create outlet-specific learning materials and guides.
• Coach store teams to ensure consistent customer delivery.
• Champion customer-first thinking across all outlet initiatives.
• Build relationships with Retail Operations, Commercial, Marketing, Property, CX and Stores.
• Act as central contact for outlet-related projects and reporting to senior stakeholders.

Skills

Outlet management

Stakeholder management

Commercial awareness

Merchandising

Project management

Communication

Job description

The Body Shop

When Anita Roddick founded The Body Shop in 1976, she had a vision. Business as a force for good - that's us. Over 40 years later, we're proud to be pioneering cruelty‑free beauty every step of the way. We're the original ethical beauty brand. We've got a thing for empowering people and enriching our planet. We're all about keeping it real, in every way possible. Our activist roots remain a huge part of everything we do, from our iconic window posters to our vegetarian products to our infamous campaigns. We're never afraid to stand up and speak the truth. We like to do things a little differently around here.

Your role in a nutshell

The Outlet Account Manager plays a critical role within the Customer Experience function, acting as the dedicated owner of The Body Shop's UK Outlet strategy. This role is responsible for leading the customer-facing and commercial marketing agenda across the Outlet estate, ensuring The Body Shop maximises visibility, commercial opportunities and customer engagement within partner outlet environments. The position will build and maintain strong relationships with outlet centre management teams, secure marketing opportunities, lead outlet visual merchandising execution and collaborate cross-functionally to optimise outlet pricing, promotional and customer experience strategies.

More about the role

Outlet Partnership & Marketing

• Act as the primary relationship owner for all UK outlet centre partners.
• Build and maintain strong relationships with outlet management teams to maximise visibility and influence across the outlet network.
• Secure marketing opportunities including digital coverage, social media inclusion, centre campaigns, events, gifting opportunities and promotional activity.
• Negotiate and coordinate participation in centre-wide marketing initiatives to drive awareness, footfall and sales.
• Identify and unlock new partnership opportunities that strengthen The Body Shop's presence within outlet destinations.
• Ensure outlet opportunities are consistently communicated, managed and executed across the business.

More about the role

Commercial Strategy & Pricing

• Partner with the Commercial and Marketing teams to develop and maintain an effective outlet pricing and promotional strategy.
• Support the optimisation of outlet discount structures to balance commercial performance, inventory management and brand equity.
• Analyse outlet performance trends, competitor activity and customer behaviours to identify opportunities for growth.
• Provide recommendations to leadership on outlet-specific promotions, activations and performance improvement initiatives.

More about the role

Visual Merchandising & Store Environment

• Own visual merchandising standards across the outlet estate.
• Develop and implement seasonal, campaign and core visual merchandising plans for outlet stores.
• Manage outlet POS, print and display requirements, ensuring stores remain visually engaging and commercially effective.
• Coordinate the ordering, maintenance and management of VM props, fixtures and display materials.
• Ensure campaigns are adapted appropriately for outlet environments whilst maintaining brand standards.
• Conduct regular outlet visits to review standards, identify opportunities and support execution excellence.

More about the role

Customer Experience & Learning

• Work alongside the Head of Customer Experience to define and continuously improve the outlet customer experience strategy.
• Identify unique customer needs and behaviours within the outlet channel and translate these into actionable improvements.
• Create and maintain outlet-specific learning materials, implementation guides and communication packs where required.
• Support store teams with guidance, coaching and best practice sharing to ensure consistent customer experience delivery.
• Champion customer-first thinking across all outlet initiatives.

More about the role

Stakeholder Management & Collaboration

• Build strong relationships with Retail Operations, Commercial, Marketing, Property, CX and Store teams.
• Act as the central point of contact for outlet-related projects and activity.
• Ensure cross-functional alignment on outlet priorities, campaigns and initiatives.
• Provide regular updates, reporting and recommendations to senior stakeholders.

What we look for

• Experience managing outlet, discount or value retail environments.
• Proven experience building and managing commercial partnerships and external stakeholder relationships.
• Strong understanding of outlet retail operations and trading strategies.
• Experience working across marketing, commercial and retail functions.
• Demonstrated visual merchandising experience within a retail environment.
• Strong commercial awareness with the ability to interpret performance data and identify opportunities.
• Excellent communication and influencing skills.
• Strong project management and organisational capabilities.
• Ability to manage multiple stakeholders and priorities simultaneously.
• Self-motivated, proactive and highly collaborative.
• Passionate about delivering exceptional customer experiences.

Willingness to travel regularly across the UK Outlet estate.

Talent Drivers

Purpose

Commerciality

Leadership

Collaborative Skills

Personal Conduct