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Job Title:  EMEA Franchise Account Manager

Date:  28-Mar-2021

Littlehampton, WSX, GB, BN17 6LS

Full Time/Part Time:  Full-Time
Contract Type:  Regular/Permanent
Hours per week:  37.5


The watchword here is COLLABORATION. We use it a lot here at The Body Shop because it is so important in driving our behaviours and ultimately our results. It is a way of working that runs through every project, campaign and initiative – we know from experience that one person on their own is never as effective or diverse in their thinking as a team collaborating.

But in this role, more than possibly any, we need an expert collaborator. A grade ’A’ facilitator and relationship builder that brings genuine cooperation and partnership behaviours to deliver great results with and through others.

The Context

The Body Shop is a multichannel business, selling amazing products (with a great story) to millions of customers around the world through a combination of channels – e-commerce (on-line sales through our websites), The Body Shop at Home (a relationship consultant model that takes our products to the consumer through virtual and face to face events in their local area), owned retail stores in our markets across the world and finally through a network of franchisees, also across the world.

Any franchisee channel needs really strong and commercially astute relationship management to deliver the very best results and to maximise profit. In our world, that is profit that we use to help fund our campaigning activities and to drive our ‘force for good’ agenda globally. You might have heard that we are a B-corporation?

The Role

As the EMEA Franchise Account Manager you will own and manage the relationship between The Body Shop International and Head Franchisees with the ultimate aim to drive sustainable, profitable and strategic growth across our Franchise model. Growth that will deliver increasing revenue in the long-term.

As the primary point of contact for all markets you will collaborate with the Franchise commercial team and regions to develop best-practice management approaches for our Franchises and make sure the Franchisee’s needs are considered when making critical business decisions.

Across all of this it will be your task to ensure The Body Shop brand is protected whilst collaborating with the Franchisees to identify and implement initiatives to drive retail and wholesale sales.


Some specific areas of focus include:

Market awareness: You’ll need to be mobile as there is no substitute for visiting the franchisees in market to capture and understand market and competitor insight. So once restrictions allow and it’s safe to do so, you will be meeting and talking in market and getting to understand the local nuances.

Your market awareness will extend to performance around key business metrics, alignment to TBSI Brand strategy, execution and plans, development of local Marketing Campaign calendars and commercial offers.

It will be your role to gather market analysis on campaigns, categories and seasonal sales – in collaboration with Commercial and Brand & Activism of course.

Engagement: It’s really another word for collaboration. You’ll work with markets on annual and business planning and drive engagement with functions such as PR/Brand & Activism/Learning Academy and Visual Merchandising.

You’ll also use your negotiation and relationship skills to arbitrate where required. Sometimes it just needs a fresh perspective and a different view.


Vision: We don’t have all the answers so your contribution to new initiatives and best practice on business management will be welcomed and incorporated, as will ideas on market specific event opportunities – all designed to drive more customer spend and profit to power our wider vision as a business.


Coaching & Reporting: This role draws upon a well-developed ability to coach and mentor – in this case it will be to support the Franchise team on all matters retail, particularly in store.

To ensure visibility at the right levels the task of monthly performance narratives and ad hoc reporting for the wider Natura community land firmly within this remit. It’s also a great mechanism to demonstrate achievement and to shout about successes.

What we look for

Other than the need to be a super-collaborator and all-round account management expert we seek genuine alignment with our purpose and activism campaigns. With that we need a focus on maintaining the ethical standards of The Body Shop around environment and health and safety as you would expect.

  • Of course, you MUST have retail operations experience – you’ll need to truly appreciate the challenges and nuances of retail, ideally in multi-store environments.
  • Multi-channel will have featured in your career somewhere along the way and ideally you will have previous experience of managing franchisees in varied markets, regions and cultures.
  • Experience of coordinating consistent execution and of increasing sales and managing performance would be advantageous
  • And if you read all the above you’ll know it will need drive, determination and high energy. For which you will receive:

And in return

* a 6% contributory pension plan,

* 23 days holiday plus bank holidays - time to refresh and recharge

* Group bonus scheme

* 3 additional days a year to volunteer in the local community to support the causes you feel most passionate about

* LOVE money to spend on YOUR wellbeing - pamper yourself on us. Every year.

* 50% staff discount and access to product sample sales

* Access to Perks at Work, our online shopping channel with exclusive deals & discounts

* AND - we have also implemented 'Work Wise' into our HQ - flexibility of 'in-office' hours, the ability to work remotely and a new meeting charter.


If you are excited by all that - you might just be the sort of person we need to help us make the impactful change the world needs within a business that invented the culture of ‘joyful collective' and everything that means and stands for.

We have something special to offer and we’re looking for someone special to help us to do that. Show us how you can contribute to the next step in the evolution of The Body Shop.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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