Job Description

What is the role about?

As Head of Retail Operations, you will be fully accountable for the performance, growth, and operational excellence of your region, serving both trade and retail customers. You will execute and embed the strategic direction for the region, drive sales and profitability, and ensure exceptional customer service. Your leadership will be instrumental in developing high-performing teams, fostering a culture of compliance and continuous improvement, and delivering our long-term objectives.

What will you be doing?

Sales & Profit

Develop and deliver regional business plans to achieve and exceed sales, profit, and growth targets for the stores. Engage with Store Managers to build and implement tailored business plans, identify opportunities, and address performance issues. Analyse market trends, customer feedback, and competitor activity to identify opportunities for growth and differentiation. Prepare and present regular financial and performance reports, forecasts, and budgets.

Customer Service Standards

Champion a customer-first culture, ensuring all stores deliver outstanding service to both trade and retail customers. Oversee the swift resolution of customer issues and complaints, protecting brand reputation and building loyalty. Monitor and improve customer satisfaction through coaching, feedback, and service standards.

People Leadership & Development

Lead, inspire, and develop Store Managers, fostering a high-performance, inclusive, and safe working environment. Drive talent development, succession planning, and workforce planning to attract and retain top talent. Provide coaching, mentoring, and regular performance feedback to empower teams. Foster a safe, inclusive and engaging work environment that supports diversity and equal opportunities.

Operational Excellence

Ensure all stores operate to the highest standards of compliance, efficiency, and safety. Oversee stock management, loss prevention, and store presentation to safeguard company assets and brand image. Implement, monitor, and coach managers to ensure compliance with company policies, operating standards, and legislative requirements (including health & safety). Use data analytics and KPIs to monitor and improve branch performance and efficiency.

Strategy & Innovation

Collaborate with the leadership team to shape and implement regional strategies aligned with overall business objectives. Lead change initiatives, process improvements, and new projects to enhance operational effectiveness and customer experience. Review and challenge all aspects of store operations, identifying opportunities for improvement and recommending strategic changes. Encourage entrepreneurial thinking and commercially astute decision-making.

What Skills & Experience will you need to have?

Significant senior leadership experience in multi-site trade and retail environments, within the DIY or merchanting sectors Proven track record of delivering sales and profit growth, operational excellence, and team development in a fast-paced, customer-focused setting. Strong commercial acumen and experience managing budgets, costs, and financial performance. Excellent people management, coaching, and communication skills. Experience leading through change and driving continuous improvement. Strong understanding of compliance, health & safety, and risk management. Ability to analyse data, identify trends, and make informed decisions. Strong IT skills and ability to interpret financial and operational data. Flexibility and willingness to travel across Central London.

How will performance in the role be measured?

Regional/store sales and profit growth (trade and retail) Achievement of cost and budget targets Customer satisfaction and retention Store compliance with operational and safety standards Colleague engagement, turnover, and development Stock management and loss prevention Successful delivery of strategic and change initiatives Team performance and development

Leyland is an equal opportunity employer, committed to diversity and inclusion. We encourage applications from individuals of all backgrounds and experiences.