Retail Channel Lead

The Head of Retail is a senior leadership role responsible for driving growth across the Three's retail estate while elevating customer experience at every touchpoint. You will define and execute a unified retail strategy that balances commercial performance with exceptional customer engagement, ensuring that store teams delight customers, drive loyalty, and strengthen brand value. Reporting into the Chief Experience Officer you will manage a large retail estate, motivate and develop multi-site teams, and collaborate cross-functionally to execute strategic goals.

Key Responsibilities Strategic & Customer-Centric Leadership

• Support the development and execution of a retail strategy that delivers commercial results and a best-in-class customer experience across owned and partner stores.
• Ensure customer-centric culture - ensuring customer experience (CX) practices are embedded in all retail operations, policies, and performance frameworks.
• Set and monitor CX KPIs (e.g., CSAT, NPS, sales conversion, retention) and ensure retail prioritises improvements.
• Develop long term plans for retail evolution - including omnichannel integration and Innovation store concepts.

Retail Performance & Operations

• Drive retail sales, conversion, and profitability while maintaining high service standards across mobile, broadband, devices, accessories, and value-added services.
• Oversee end-to-end retail operations including store readiness, inventory, visual merchandising, compliance, and daily performance.
• Use customer insights and data to inform choices, enhance store experience, reduce friction, and personalise engagement.
• Monitor and evaluate store performance data to optimise results and identify opportunities.
• Create a culture that drives higher basket value by adding complementary products to the primary purchase.

Manager Franchise and Indirect Partnerships

• Define and execute the franchise / Indirect retail strategy aligned to overall business growth, market expansion, and customer experience aims.
• Build a high performing franchise / Indirect ecosystem by setting clear governance models, performance frameworks, and long term partnership standards.
• Drive sustainable partner profitability and scalability through optimised store formats, productivity levers, and commercial models.
• Direct franchise / Indirect contract negotiations, including commercial terms, performance obligations, SLAs, and renewal frameworks, to ensure alignment with business and growth goals.

Customer Experience & Engagement

• Design and refine the customer journey across all retail channels - from first contact through activation and ongoing service - ensuring consistent, seamless experiences.
• Introduce frameworks to collect, interpret, and act on customer feedback - closing the loop to continuously improve CX.
• Collaborate with marketing, customer care, digital, and product teams to align promotions, service standards, and loyalty programs with customer needs and preferences.

People Leadership & Development

• Build, mentor, and direct a high performing retail leadership team focused on coached behaviours that reflect customer first values.
• Set clear expectations, training programmes, and accountability systems that reinforce exceptional customer service.
• Recruit, train, and retain talent while building succession plans for key roles.

Innovation & Continuous Improvement

• Pilot new retail formats, experiential concepts, and digital tools (CRM, store data, mobile engagement features) to deepen customer engagement.
• Benchmark against global telco and premium retail practices to evolve and future proof the customer experience.
• Drive a culture of process simplification to reduce friction in retail journeys, enhance customer experience, and empower agents with the tools and authority to resolve complex customer issues quickly and effectively.

Qualifications & Experience Essential

• Extensive retail leadership experience - typically 8-12+ years - including multi site management and P&L accountability.
• Proven track record in telco, technology, or consumer facing retail with measurable improvements in customer experience outcomes.

Desirable

• Prior experience managing franchise/indirect partner retail channels.
• Strong data analytics and CRM experience (NPS, CSAT, customer journey mapping).

Key Competencies

• Customer Obsessed: Deep commitment to delivering and measuring exceptional experiences.
• Strategic & Analytical: Uses data and insight to make impactful choices.
• People Manager: Inspires, coaches, and develops teams to deliver high standards.
• Operational Excellence: Drives consistency and quality at scale.
• Collaborative Influence: Works across functions to align commercial and CX priorities.
• Commercial Results: Proven track record in driving sales performance across direct and indirect retail partners

Core KPIs

• Customer Satisfaction (CSAT) and Net Promoter Score (NPS)
• Retail sales revenue and sales conversion rates
• Customer retention and loyalty metrics
• Store operational quality and compliance scores
• Employee engagement and customer service training completion

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based). Please see job description for the office location of this role.
• Competitive salary, annual performance bonus & pension contribution 25 days holidays plus 2.5 company days
• Annual Leave buy or sell (buy or sell up to 5 days AL each year)
• Healthcare Insurance through our flexible benefits programme
• Life assurance, phone & laptop, subsidised canteen
• Access to learning & development tools such as Coursera
• Free on-site parking

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At Three, we are committed to equity, diversity and inclusion. As Ireland's largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not 'tick every box' in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then

If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email