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This role exists to ensure that the retail experience at both Glenfiddich and The Balvenie Visitor Centres reflects the highest standards and embodies the luxury values for which our brands are globally celebrated. As Retail Team Leader, you will champion an exceptional customer journey—one that enhances each visitor’s perception of these world‑renowned whiskies and supports continued growth aligned with the Dufftown Visitor Centre strategy. You will be instrumental in shaping a distinctive retail environment, driving commercial performance, and ensuring the store experience stands proudly alongside the prestige of our single malts.
Job Responsibility:
Work closely with the Head of Visitor Experience to curate a retail environment that brings our brands to life through quality, design, and storytelling
Collaborate with Brand Teams to source and develop premium non‑spirit merchandise
Build strong partnerships with external suppliers
Secure appropriate allocations of high‑value variants for both stores
Manage all aspects of stock control using EPOS, IFS, and Stocklink
Drive growth of e‑commerce channel in partnership with Digital teams and external agencies
Recruit, train, inspire, and develop a high‑performing retail team
Embed a culture of world‑class customer service
Manage retail revenue and cost management including budgeting, forecasts, and reporting
Carry out Health & Safety responsibilities including participation in audits and meetings
Build long‑term relationships with high‑net‑worth clients delivering bespoke service
Requirements:
Proven experience from a luxury retail environment
Strong understanding of premium brand standards
Ability to deliver an elevated customer experience
Confident and inspiring leader
Capable of motivating diverse teams
Ability to nurture a culture grounded in excellence, inclusion, and continuous development
Strong commercial acumen
Impeccable attention to detail
Eye for quality
Appreciation for craftsmanship
Experience managing stock, suppliers, and operational processes
Ability to build rapport with high‑value customers
Ability to guide customers through tailored, memorable retail experiences
Passion for whisky, heritage brands, and authentic storytelling
What we offer:
Competitive salary and benefits
Bonus plan
Generous holiday entitlement
Opportunity to ‘buy’ or ‘sell’ holiday entitlement
Private Healthcare
Doctor@Hand (remote GP service)
Defined contribution pension plan (company contributes 8% or 10%)
Employee Assistance Programme
Life Assurance cover (eight times annual basic salary)