Retail Change Support Manager - London

Posted Tuesday 10 February 2026 at 01:00

We're the feel good fashion brand making style accessible and fun for over 55 years, on our website, mobile app and over 300 stores in the UK.

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other.

The Role

The Retail Change Support Manager is responsible for providing support to the Business Development Manager and Retail Change Manager to ensure all new and emerging strategic business initiatives are delivered within our offline channel.

The role will facilitate the Retail led initiatives within key projects, including relevant stakeholder engagement in both the support centre and field, gathering real life intelligence on projects and potential future opportunities and risks, in order to ensure the transfer of successful elements to BAU roll out.

The role will lead project specialist/secondee's to deliver all project tasks to a high standard and within agreed timeframes as well as focusing on the development, delivery and ongoing enhancement of technological investment within Retail.

Key objective of the Retail Change function is to make a positive difference to our customers, teams and profitably.

About You

• Accountable for the leadership, engagement & output of project support teams (perm and secondment) assigned to specific areas of work
• Encourage continuous improvement by empowering teams to drive change, build and maintain productive relationships with an ongoing focus on professional development
• Work with the field teams, stores and Retail Change Manager to stay up to date with the changing retail needs and ensure the current offline Operating Model continues to evolve, using Project environments to test different opportunities aligned to the other initiatives being test bedded
• Work cross functionally, acting as the voice of Retail and ensure a close relationship with both the Retail Operations Manager and Retail Workforce Planning Manager - to ensure activity aligns to the Retail Activity Plan and impacts to all operational processes are considered
• Clear communication and engagement of internal people, process and system teams, along with external customers and suppliers to ensure a project is delivered and the needs of the business are met within agreed timescales and budget.

Technical Knowledge & Experience

• Strong retail experience and ideally a detailed awareness of store and internal process within New Look
• A proven ability when leading successful teams to deliver output related results and executing initiatives at pace
• A track record of influencing stakeholders (up to and including Head of level) to deliver successful outcomes
• Strong understanding of the importance of driving omnichannel culture change throughout the organisation
• Proven communication skills (including experience communicating complex plans in a concise effective way)
• Robust yet flexible skills in challenging others, with strong assertiveness and drive, whilst able to accept challenge professionally
• Solution focussed and innovative, ability to think on feet and react to changes with pace in an ever-changing environment

Why New Look?

We care about you and the planet and believe fashion should be a force for positive change . We celebrate inclusion and diversity in everything we do. We're proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.

We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.

We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.

Please ensure that your CV is in simple format e.g. Microsoft Word when applying using your CV to ensure smooth applicationprocess

Job Family RST000 - Retail Operations Technical Specialty Generalist/Multid