Head of Retail, Customer & Commercial Partnerships

About the role

The Fold London is seeking a senior leader to own the commercial and experiential heart of its customer‑facing business. Reporting to the Commercial Director, you will be responsible for the performance of two flagship stores, the customer care function, and the fast‑growing marketplace channel, while laying the groundwork for future wholesale opportunities.

Key responsibilities

• Own the P&L for the Chelsea and City stores, driving revenue, conversion, average transaction value and profitability.
• Lead and develop the Area Manager and Customer Care team, setting performance targets and upholding premium brand standards.
• Maintain a visible in‑store presence (minimum one day per week and one Saturday per month) to coach staff and engage directly with customers.
• Design and execute clienteling, VIP styling appointments, local marketing initiatives and in‑store events.
• Identify and manage ad‑hoc retail opportunities such as pop‑ups, sample sales and brand activations.
• Develop commercial partnerships (corporate, concierge, lifestyle) that increase footfall and incremental revenue.
• Oversee the customer care function to enhance retention, advocacy and lifetime value.

Required profile

• Proven senior retail leadership experience, preferably in luxury or premium fashion.
• Strong commercial acumen with a track record of P&L ownership and delivering profitable growth.
• Excellent people‑management skills, capable of developing high‑performing teams.
• Strategic mindset with the ability to translate insights into actionable initiatives.
• Comfortable working autonomously across retail, digital partnerships and emerging commercial channels.

Required skills

What we offer

• Competitive salary and benefits package.
• Opportunity to shape the commercial strategy of a fast‑growing luxury brand.
• Dynamic, collaborative environment with a strong focus on craftsmanship and design.