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Role Description

Lush is looking for a Repair and Maintenance Manager to support the North America Retail Real Estate team with all aspects of repairs and maintenance across our retail portfolio. This role will oversee an existing and expanding North America real estate portfolio of shops, ensuring our locations run efficiently and effectively, allowing them to deliver a 5-star customer experience and enabling stores to contribute to the overall Lush business strategy.

Working within the North America Property team, the Retail and Maintenance Manager will lead the function responsible for:

• Reactive repairs
• Planned maintenance
• Escalations
• Small project work
• Budgeting and forecasting
• Contractor performance
• Maintenance call analysis and strategy

In this role, you will lead a team of two Repair and Maintenance Coordinators and collaborate with teams across the business, including:

• Property team
• Health and Safety team
• Buying, Shop Space and Planning team
• Retail Operations
• Earthcare
• Finance team

Together, you will help strengthen building systems that support reliable shop operations that align with Lush’s sustainability commitments.

Reporting to the Head of Property, the Retail and Maintenance Manager undertakes the following responsibilities:

• Managing the North America Retail maintenance function across all shops.
• Effectively managing and developing the Repairs and Maintenance team (2).
• Project managing maintenance project works in shops across North America.
• Managing Tenders; FM providers to larger works in shops.
• Overseeing external management systems for reactive calls and planned maintenance.
• Targeting large monetary savings in yearly contracts and reactive vs planned costs.
• Working closely with Finance on forecasting and budgeting for North America Retail shops.
• Managing appraisal submission for maintenance CapEx works required/improvements.
• Supporting the Sustainability team with monitoring and diagnostics.
• Main point of escalation for issues with vendors and contractors.
• Quarterly contractor reviews to assess quality of work.
• Contractor management to ensure compliance with company requirements.
• Reviewing Risk and Method Statements and supporting permits to work for contractors.
• Collaborating with other teams to source sundries/store design items.
• Supporting larger shops and flagship locations with additional maintenance requirements.
• Visiting shops and buildings across North America for maintenance checks.
• Continuously supporting and guiding shops, promoting a culture of accountability.
• Supporting core Lush sustainability goals through collaboration with the Earthcare team.

Qualifications

• 5-7 years of related experience in repair and maintenance management.
• Excellent communication skills with proven leadership and coaching abilities.
• Written and verbal communication skills to share information across different areas of the business.
• Proven team leadership experience with specific examples of team development.
• Outstanding organizational skills to manage deadlines and regular review dates.
• Proven success with negotiation skills for both internal and external negotiations.
• Confident decision-making based on experience and knowledge of the business.
• Proven relationship-building experience with shopping centers, landlords, and property managers.
• Experience setting KPIs and service level agreements for contractors.
• Successful background in budget forecasting, tracking, and management.
• Self-starter and collaborative team player, able to provide off-hours emergency support.
• Proactive approach to the needs of employees and legal requirements.
• Strong problem-solving skills using past retail and/or commercial experience.
• Based in the US or Canada with the ability to travel across North America regularly.
• Strong financial acumen and high-level spreadsheet competency.

Requirements

• Facilities or property management qualification (IWFM, BOMA or equivalent preferred).
• LEED Green Associate accreditation is an advantage.
• Based in or near an East Coast or Central U.S. city such as Boston, New York, Chicago, or Columbus.

Benefits

• Job Type: Permanent, Full Time
• Location: North America - Remote
• Travel Requirement: Remote role, with occasional travel required (approx. 4-5 days per month).
• Pay Range: $90,000 - $107,000 USD / $95,000 - $116,000 CAD

Recruitment Process Overview

• Application Deadline: Monday, March 23rd at 5:00pm PT