Job Introduction
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.
Main Responsibility
You will work closely with the Head of Visitor Experience to curate a retail environment that brings our brands to life through quality, design, and storytelling. Collaborating with Brand Teams, you will source and develop premium non‑spirit merchandise, build strong partnerships with external suppliers, and secure appropriate allocations of high‑value variants for both stores.
You will manage all aspects of stock control—using EPOS, IFS, and Stocklink—ensuring availability, accuracy, and commercial efficiency. Your remit includes driving the growth of our e‑commerce channel in partnership with Digital teams and external agencies, identifying opportunities to elevate the online buying experience.
As a leader, you will recruit, train, inspire, and develop a high‑performing retail team, embedding a culture of world‑class customer service. You will also be responsible for retail revenue and cost management, including budgeting, forecasts, and reporting. The role carries Health & Safety responsibilities in line with operating on a top‑tier COMAH site, including participation in audits, meetings, and ensuring the team completes all required training. A key component of your work will involve building long‑term relationships with high‑net‑worth clients, delivering bespoke service that drives sustained brand advocacy and long‑term value.
Our Ideal Candidate
You will bring proven experience from a luxury retail environment, with a strong understanding of premium brand standards and the ability to deliver an elevated customer experience. You are a confident and inspiring leader who thrives in a fast‑paced setting, capable of motivating diverse teams and nurturing a culture grounded in excellence, inclusion, and continuous development.
You’ll combine strong commercial acumen with impeccable attention to detail, an eye for quality, and an appreciation for craftsmanship. Experience managing stock, suppliers, and operational processes is essential, as is the ability to build rapport with high‑value customers and guide them through tailored, memorable retail experiences. A passion for whisky, heritage brands, and authentic storytelling will help you succeed—but above all, you will be someone who embodies our values, champions diversity and inclusion, and is committed to leaving a positive personal legacy within William Grant & Sons.
What we can offer you
1. We offer a competitive salary and benefits which are designed to promote our employees financial wellbeing. Employees are also eligible to participate in a bonus plan.
2. Our employees enjoy a generous holiday entitlement and an opportunity to ‘buy’ or ‘sell’ some holiday entitlement.
3. Private Healthcare and Doctor@Hand (remote GP service).
4. Our employees can join a defined contribution pension plan. Employees contribute either 4% or 5% of salary, the company contributes 8% or 10% depending on the employee contribution. Employee contributions can be made through salary sacrifice.
5. Our Employee Assistance Programme offers practical, impartial support on everyday matters ranging from medical, financial and legal to home and family issues.
6. Our Life Assurance cover is a multiple of eight times your annual basic salary.
7. Product allocation so that you can enjoy our fantastic portfolio of brands.
8. Our Cycle to Work scheme allows you to hire a bike for an agreed length of time, and then snap it up for a fraction of its original value. All while making savings (at least 25%) and spreading the cost.
9. Every employee has the opportunity to claim up to £1, per year for a charity or charities for which they have raised money, volunteered their time or personally donated.
10. Learning resources to help you be your best self.