Retail Store Maintenance Coordinator, UK

Company: Charlotte Tilbury

Location: London, United Kingdom

Clean Professional Job Summary

The Retail Store Maintenance Coordinator, UK is a mid-level operational role reporting to the Senior Retail Operations Manager. This position serves as the functional interface between the London Head Office and the brand’s physical retail network across the UK and Australia (AUS). The primary objective is to uphold the aesthetic and safety standards of a global luxury beauty brand by managing both Reactive and Planned Preventative Maintenance (PPM). The role requires a candidate who can balance administrative rigor—such as managing purchase orders in NetSuite—with a keen eye for visual merchandising (VM) and store design integrity, ensuring the customer experience remains “on-brand” at all times.

Key Responsibilities

Maintenance Partnership Management: Act as the primary liaison for third-party maintenance providers and specialized VM/Store Design suppliers to ensure all facility issues are resolved within established Service Level Agreements (SLAs).
Lifecycle Management: Facilitate the transition of new store builds from the construction/warranty phase into the permanent maintenance program.
Compliance & Safety Oversight: Support the estate’s adherence to UK and AUS statutory requirements, including health and safety protocols, landlord regulations, and fire safety standards.
Cross-Functional Strategy: Partner with the Store Design team to maintain accurate store profiles and with the VM team to ensure retail environments are structurally and aesthetically ready for high-profile seasonal campaigns.
Financial Administration: Execute cost-control measures by raising purchase orders via NetSuite, benchmarking contractor quotes, and tracking spend against the maintenance budget.
Operational Documentation: Contribute to the development and updating of the Retail Operations Manual to ensure consistent standards across the international estate.
Technical Support: Manage the Retail Support inbox, acting as a troubleshooting resource for store managers and coordinating contractor access, permits, and site readiness.

Required Qualifications & Skills

Sector Experience: Demonstrable history in retail store maintenance or facilities coordination, ideally within the luxury or high-street beauty sectors.
Technical Knowledge: A solid grasp of statutory maintenance requirements, including asbestos management, electrical compliance, and fire safety.
Systems Proficiency: Advanced skills in the Microsoft Office Suite and experience with ERP/Accounting software (NetSuite experience is highly advantageous).
Communication: Ability to negotiate with external contractors while collaborating internally with creative and financial stakeholders.
Operational Mindset: A logical, process-driven approach to problem-solving with the ability to prioritize urgent reactive repairs alongside long-term projects.

About the Company

Charlotte Tilbury Beauty is a global phenomenon founded in 2013 by British makeup artist Charlotte Tilbury MBE. In just over a decade, the brand has transformed from a disruptive UK startup into a powerhouse operating across 50 markets. Headquartered in Central London, the company is defined by its “Dream Team” culture—a fast-paced environment that blends high-tech innovation with artistic excellence. As a leader in the prestige beauty market, Charlotte Tilbury focuses on empowering customers through “easy-to-use” luxury products, supported by a retail presence that is as glamorous as it is operationally complex.

Market & Industry Context

In the post-pandemic retail landscape, the physical store has evolved into a “brand temple” rather than just a point of sale. For a prestige brand like Charlotte Tilbury, the physical environment is an extension of the product itself. The UK retail market currently demands high-sensory, “Instagrammable” spaces where lighting, fixtures, and digital integrations must function perfectly. A Maintenance Coordinator in London is tasked with protecting this high-value physical asset in an environment where any “downtime” or aesthetic flaw directly impacts brand equity and sales conversion. Furthermore, managing the AUS region from a UK hub requires an understanding of diverse regulatory landscapes and time-zone-efficient logistics.

Career Growth & Progression Path

Step 1 (Coordinator): Mastering the vendor landscape and financial workflows within the UK/AUS territories.
Step 2 (Senior Coordinator/Junior Manager): Taking ownership of larger-scale store refresh projects and contributing to the global maintenance strategy.
Step 3 (Retail Operations Manager): Overseeing broader operational pillars, including logistics, budget setting for entire regions, and strategic vendor selection.
Step 4 (Head of Retail Operations): Shaping the long-term physical footprint and operational efficiency of the brand on a global scale.

Interview Preparation Insights

Scenario-Based Repairs: Be ready to describe how you would prioritize a simultaneous air-conditioning failure in a flagship store and a lighting issue during a major product launch.
Vendor Accountability: Prepare an example of how you have held a contractor accountable when they failed to meet a specific SLA.
Financial Literacy: Expect questions on how you manage “scope creep” in maintenance quotes and your experience with PO approval chains.
VM Sensitivity: Since this role supports Visual Merchandising, be prepared to discuss how you ensure that a repair (like a shelf fix) does not compromise the luxury aesthetic of the store.

Estimated Salary Insight

Market Estimate Based on Similar Roles: £35,000 – £45,000 per annum, depending on specific luxury retail experience.
Additional Compensation: This typically includes a performance-related bonus, generous product discounts, and comprehensive wellness benefits.

Work Environment & Location Insights

This role operates on a hybrid model, requiring 2–3 days per week at the Central London Head Office. London is the epicentre of the global beauty industry, offering a vibrant, high-energy professional atmosphere. The office culture is collaborative and “dog-friendly,” reflecting a modern approach to workplace well-being. Candidates should be comfortable with the pace of a London-based global HQ, where communication is frequent and the “winning together” mindset is part of the daily routine.

Compliance & Equal Opportunity Note

Charlotte Tilbury Beauty is an equal opportunity employer dedicated to building a diverse and inclusive workforce. All applications are reviewed based on professional merit and technical skill, regardless of background, belief, or identity. The brand is committed to providing a recruitment process that is accessible and supportive for all candidates.

Category	Advanced Core Data & Specifications
Role Title	Retail Store Maintenance Coordinator
Location	London, UK (Hybrid: 2–3 days in-office)
Regions Covered	United Kingdom (UK) & Australia (AUS/ANZ)
Reporting Line	Senior Retail Operations Manager, UK & ANZ
Company Scale	50+ Markets
Financial Systems	NetSuite (PO raising, cost control, financial tracking)
Compliance Scope	H&S, Statutory, Landlord, Fire Safety, Asbestos, & Electrical
Operational Tools	MS Office Suite, Retail Support Inbox, Retail Operations Manual

Functional Performance Metrics

Key Performance Area	Critical Data & Responsibilities
Maintenance Strategy	Oversight of Planned Preventative Maintenance (PPM) and Reactive Maintenance.
Vendor Management	Negotiating SLAs, benchmarking quotes, and monitoring contractor performance.
Visual Standards	Prioritizing corrective actions (lighting, shelving, signage) to meet Luxury VM standards.
Asset Lifecycle	Transitioning new stores into maintenance programs post-Warranty Period.
Project Coordination	Aligning maintenance adjustments with Seasonal Campaign launch dates.
Administrative Control	Managing access permits, site readiness, and Purchase Order (PO) approval flows.

Candidate Specification Profile

Experience: Demonstrable background in Retail Store Maintenance (Luxury/Beauty preferred).
Soft Skills: “Limitless” mindset, proactive problem solver, and “ruthless” prioritization.
Technical Knowledge: Strong grasp of statutory requirements and VM-informed design intent.
Work Style: Self-starter capable of managing multiple cross-functional stakeholders (Finance, VM, Store Design).

To apply for this job please visit www.charlottetilbury.com.