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- Tasks: Lead and innovate store support operations to enhance customer experience.
- Company: Join B&M Retail, a dynamic leader in the retail industry.
- Benefits: Enjoy discounts, a colleague portal, and a range of exciting perks.
- Why this job: Shape the future of retail while making a real impact on customer satisfaction.
- Qualifications: Proven leadership in retail operations with a focus on customer service.
- Other info: Be part of an inclusive team dedicated to continuous improvement.
The predicted salary is between 36000 - 60000 ÂŁ per year.
We’re seeking a strategic and influential Head of Store Support to lead our central operations function, strengthen support for our stores, and drive operational excellence across the business. This role is ideal for a senior leader who thrives in a fast‑paced, people‑focused environment and is ready to shape the next phase of our retail transformation. As a key partner to the Head of Retail Operations, you will lead a high‑performing team and define a clear strategy for continuous improvement. You’ll be streamlining processes, uplifting operational standards, and be responsible for designing a new customer service proposition to enhance the experience for both colleagues and customers. As Head of Store Support, you will also oversee the Central Operations function including Maintenance and Pest Control to ensure stores receive seamless, efficient, and professional support that keeps them trading safely and effectively each day.
Key Responsibilities
- Set and deliver a forward-looking Store Support and Central Operations strategy aligned to business growth and retail priorities.
- Lead the strategic design and rollout of the customer service proposition, owning the end-to-end vision, roadmap, and execution to ensure a scalable, differentiated, and customer-centric experience.
- Lead and develop Central Operations teams across Store Support, Customer Service, Maintenance, and Pest Control, ensuring delivery against SLAs and high service standards.
- Ensure stores receive timely, effective support to trade safely, legally, and efficiently, championing clarity, compliance, and operational consistency.
- Optimise processes and use data-driven insight to improve performance, manage risk, and drive continuous improvement.
- Own and control central budgets and supplier contracts, ensuring value, compliance, and strong contractor performance.
- Build effective cross-functional partnerships with Retail Operations, Field Teams, Health & Safety, Supply Chain, and external providers.
- Support delivery of key retail initiatives, both centrally and in-store.
Qualifications
- Proven senior leadership experience within retail operations, central operations, or store support environments.
- A customer-centric, results-driven leader who is passionate about elevating operational service delivery.
- Demonstrated success managing high volumes, competing priorities, and working at pace in a fast-moving retail environment.
- Strong leadership capability with a track record of developing, coaching, and empowering high-performing teams.
- Leads by example with high levels of integrity and a positive, “can-do” mindset.
- A natural problem solver with a continuous improvement and strategic decision-making focus.
- Confident managing behaviour, performance, and change to drive sustainable outcomes.
- Highly organised with strong planning skills and the ability to multitask effectively.
- Data-driven, with strong analytical and financial acumen to inform decisions and measure performance.
- Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively at all levels.
Opportunity and Benefits
This is a unique opportunity to shape a new function and play a critical role in the evolution of our store estate. You’ll be joining at a pivotal time, with the scope to make a tangible impact on how our customers experience B&M. We offer you a range of great benefits including discount in our stores, a colleague portal offering discount for numerous retailers, hospitality & much more!
B&M Retail are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all colleagues.
Head of Store Support in Liverpool employer: B&M Retail
Contact Detail:
B&M Retail Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Store Support in Liverpool
✨Tip Number 1
Network like a pro! Reach out to your connections in the retail industry and let them know you're on the lookout for opportunities. You never know who might have the inside scoop on a role that’s perfect for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you showcase why you’re the ideal fit for the Head of Store Support role.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience in retail operations can drive operational excellence. Highlight specific examples where you've led teams or improved processes to make a real impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Store Support in Liverpool
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Store Support role. Highlight your experience in retail operations and how it aligns with our goals at StudySmarter. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills: We’re looking for someone who can lead and inspire a team. Share examples of how you've developed high-performing teams in the past. Let us know how you’ve tackled challenges and driven operational excellence in your previous roles.
Be Data-Driven: Since this role involves optimising processes and using data insights, make sure to mention any relevant experience you have with data analysis. We love candidates who can back up their decisions with solid data, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter family!
How to prepare for a job interview at B&M Retail
✨Know Your Strategy
Before the interview, make sure you understand the company's current strategy and how the Head of Store Support role fits into it. Be ready to discuss your vision for streamlining processes and enhancing customer service, as this will show that you're aligned with their goals.
✨Showcase Leadership Experience
Prepare specific examples from your past roles where you've successfully led teams or managed high-pressure situations. Highlight your ability to develop and empower others, as well as your experience in driving operational excellence in a retail environment.
✨Data-Driven Insights
Since the role requires strong analytical skills, come equipped with examples of how you've used data to inform decisions and improve performance. Discuss any tools or methodologies you've employed to optimise processes and manage risk effectively.
✨Build Cross-Functional Relationships
Be prepared to talk about your experience in collaborating with various departments. Share instances where you've built effective partnerships with teams like Retail Operations or Health & Safety, as this will demonstrate your ability to work across functions to achieve common goals.
