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Head of Digital Retail Operations

Location - This is a Field Based role and can be based out of any of our main Store Support Centre’s – London, Coventry or Manchester & work from home. Holding a valid driving licence is a must due to the amount of travel required.

As the Head of Digital Retail Operations, you will be leading operational excellence, growth, and performance of all aspects of store-based Food Digital Operations (including immediacy channels). This will involve managing ~7 direct reports as part of an inclusive field team of up to 60 subject matter experts, who are responsible for influencing senior retail stakeholders and our teams in store, to deliver great food digital operational standards, giving our customers the best experience where digital and physical retail come together. The role represents Food Digital Operations as a critical conduit between Retail, Digital and other central teams across multiple scenarios.

You’ll represent Retail and Channel Operations in future change programmes, sharing your Digital Operations knowledge with project teams to ensure any change is right for our stores before it lands and will deliver realisable benefits. You’ll work collaboratively with other Central SSC functions who overlap or own Digital process to influence continuous improvement that benefit our colleagues and customers.

You will be an experienced and accomplished senior operator with a strong track record of delivering through matrix management; influencing and direct team leadership, a proven track record of managing multi-site, multi-channels to a high industry standard. Adept in driving best in class performance in ambiguous and changing circumstances to support excellence in both customer and operational metrics.

More about the role

• Create a strategic and commercially astute operational plan that leans into your experience and the skill of the team enabling the delivery of multiple cross-functional plans spanning Save to Invest, Change and Transformation agendas
• Be sufficiently skilled to analyse and work at pace to resolve customer impacting issues drawing on past experience and knowledge to fix the root cause
• Narrow the gap in operational performance across all output KPI’s, by focusing on the right inputs and influencing relevant teams at all levels to support you with this
• Through co-ordinating senior stakeholders, support the long-term growth plans of all the Food Digital channels including preparing for and executing seasonal & commercial customer events ensuring that we reflect the real wants and needs of our customers
• Balance the capability and capacity of stores with a Food Digital Operation supporting these stores over a medium to long-term horizon
• Create brilliant & constructive relationships with all Directors of Stores

More about you

• Experience of managing multi-site, multi-channel operations – ideally with experience gained across different roles and / or companies
• Excellent cross-functional process and systems knowledge with great understanding of how Digital channels integrate into the wider store operation
• Understanding of the wider digital industry and key trends that support the work you will do
• Data-based approach with ability to see and articulate short-term and long-term opportunities
• Excellent interpersonal, influencing and communication skills, both written and oral with an ability to synthesise complicated matters and identify the right course of action with competing priorities
• Experience leading large field based operational support teams with strong coaching & capability building skills with proven ability to empower and energise large teams
• Drives ongoing improvement, identifying opportunities to make the way we work simpler and supports change across the estate, making the right decisions for both colleague and customer

In return you’ll get

As the Head of Digital Retail Operations, you’ll receive a host of great benefits. As well as a competitive salary and discretionary bonus, you will receive a huge range of learning and development opportunities, 27 days’ holiday, a save-as-you-earn scheme, pension and staff discounts at Argos, Sainsbury’s, and Habitat.

Work-life balance is important to us, so we offer our colleagues as much flexibility as possible in line with the needs of their role. We trust them to decide how and where they work, combining remote and collaborative working, and giving them plenty of time and space for life outside of work whilst delivering against our business goals.

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