Retail operations coordinator

Closing date for applications: Friday 27th March 2026 5pm

Salary: Up to £30,000

Location: London

Combine your love of theatre with your retail and customer service skills, helping iconic titles reach readers and performers worldwide.

Concord Theatricals Ltd. is the world’s most significant theatrical company, comprising the catalogues of R&H Theatricals, Tams-Witmark, Samuel French, Dramatists Play Service and Playscripts, plus 100 new signings each year. Our unparalleled roster includes the work of Irving Berlin, Agatha Christie, George & Ira Gershwin, James Graham, Marvin Hamlisch, Lorraine Hansberry, Kander & Ebb, Tom Kitt, Ken Ludwig, Marlow & Moss, Lin-Manuel Miranda, Anaïs Mitchell, Dominique Morisseau, Cole Porter, Rodgers & Hammerstein, Thornton Wilder, August Wilson and Harry Potter Theatrical Productions.

We are the only firm providing truly comprehensive services to the creators and producers of plays and musicals, including theatrical licensing, music publishing, script publishing, cast recording and first-class producing. As a producer and record label, the company has won three Tony Awards and two GRAMMY Awards in the past five years. With offices in London, New York and Berlin, we have the most expert team in the industry. We look forward to working with you to make theatre happen!

The Retail Operations team, part of Concord Theatricals’ global Publications & Retail team, is a busy department, responsible for managing sales of retail products and providing all related customer and client support services.

The role

To provide effective service to Concord Theatricals’ Retail and Licensing customers, with the primary objective of maximizing sales of all retail products through all channels. Works under direct supervision.

What you'll be doing

Core Responsibilities:

• Maximise sales of all products to Theatricals’ Retail and Licensing customers
• Deliver exceptional frontline customer service by email and telephone
• Oversee the timely processing of all e-commerce orders through to fulfilment
• Monitor website performance and user experience
• Manage key customer accounts
• Maintain accuracy and security of customer data and retail product information

Outline of Specific Functions:

• Handle customer enquiries and resolve any issues related to online orders
• Provide knowledgeable advice and recommendations for titles in the retail catalogue, and specifically on Concord Theatricals publications
• Provide personalized service to key customer accounts, including creating quotations and invoices
• Manage relationships with third-party vendors and service providers including coordinating the supply of outside-published titles
• Manage in-house inventory, including the processing and dispatch of book orders
• Maintain accurate and current product information for the online retail catalogue
• Liaise with the Publications team on setting up titles to order
• Assist the Finance team on allocating incoming payments, revenue recovery and credit control
• Participate in marketing initiatives to promote Concord Theatricals products

This is a general outline and not an exhaustive list of responsibilities.

What we are looking for

Essential

• Minimum 1-2 years’ experience in a retail sales/ e-commerce/ customer service role
• Good general education to degree level or equivalent
• Strong analytical skills with attention to detail and focus on accuracy
• Great organizational skills with an ability to prioritize, multitask and meet deadlines
• Excellent communication and interpersonal skills, including first-rate telephone manner
• A commitment to delivering exceptional service and increasing customer engagement
• Proficiency in Word and Excel
• Active interest in/ knowledge of theatre and theatre publications
• Willingness and flexibility

Desirable

• Knowledge/ experience of CRM software (familiarity with Salesforce or equivalent is desirable)
• Bookselling experience desirable but not essential

We welcome and encourage applications from candidates who are under-represented in the creative industries.

Please make sure that you state in your application that you found this role via Creative Access.