National Store Digital Operations Lead in Eastleigh

From £86,000 to £93,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Company car allowance + Hybrid Working

Reports to: Director of Retail Operations

Direct Reports: A central team 2 line reports, plus matrix leadership across regions and functions

Location: The role is based in our Store Support Office (SSO) in Eastleigh, Southampton, with flexibility to work from home or B&Q locations. However, you must be able to do a minimum of 2-3 days a week in SSO Southampton Office to be face to face with your team and cross functional stakeholders. Occasional nationwide store travel & external meetings as required. Requirement to work occasional weekends on a rotated basis, to support Operational cover.

We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love.

What's the job?: Step into a pivotal leadership role at the heart of B&Q's retail transformation. You will be accountable for the performance and evolution of our 53 digital hubs in our stores, plus the retail part of click and collect (including marketplace). You will be driving operational excellence, efficiency, and customer‑centric fulfilment across our store estate. You'll work in close partnership with teams across digital, marketplace, logistics, supply chain, customer, and technology. Whilst supporting and challenging our regional and store teams to deliver the plan. Your mission is to co‑build the future of digital fulfilment from store, elevate the digital hub operating model, and unlock new opportunities in click & collect, marketplace fulfilment, customer returns and last‑mile delivery from store. This is a role for a visionary yet hands‑on leader who thrives on shaping the future, learning from external best practice, and delivering step‑change improvements in digital store operations at pace. You will play a critical part in reducing customer cancellations, improving efficiency and effectiveness, and ensuring B&Q's stores are fit for the future of omnichannel retailing.

Key Accountabilities & Deliverables

• Set the direction for how stores enable omnichannel growth today and in the future.
• Own digital store performance, consistency and operational capability across the UK store estate, including all store digital hubs.
• Reduce customer cancellations and improve NPS by streamlining digital fulfilment processes, improving stock visibility and driving right‑first‑time execution.
• Lead the digital operating model evolution at scale, anticipating future volume, automation and proposition change.
• Simplify processes, embed enabling technology and ensure changes land sustainably across hundreds of stores and with thousands of store colleagues.
• Work in partnership to expand and optimise click & collect, marketplace fulfilment and last‑mile delivery.
• Sponsor and scale pilots for new fulfilment models and automation, moving ideas from concept to national deployment.
• Own the retail execution of B&Q Collect and future propositions, ensuring stores are designed, resourced and capable of scaling new customer offers at pace.
• Act as the senior retail voice into digital roadmaps and horizon planning.
• Benchmark store digital operations against industry leaders, bring in external insight and foster a culture of continuous improvement.
• Always seeking better ways to serve customers and colleagues, and future‑prove the store estate.
• Partner with regional, store and relevant SSO teams to deliver consistent, scalable improvements.
• Operate as a senior influencer across Retail Operations, Digital, Supply Chain, Commercial and Technology, championing the voice of the store and ensuring operational changes not only land but are embedded sustainably.
• Set nationwide standards and clear measures of success for digital hubs, click & collect and marketplace fulfilment.
• Use data and insight to prioritise actions and translate performance into strategic choices and investment recommendations, linking improvements to commercial outcomes (e.g. cancellations, speed, availability, cost‑to‑serve, digital participation, growth, margin protection and productivity).

Qualifications

• Proven experience leading digital transformation in a retail or fulfilment environment, with a track record of delivering national operational excellence and innovation at pace.
• Deep understanding of omnichannel fulfilment, click & collect, last‑mile delivery, and digital hub operations.
• Experience of how the market leading retailers fulfil from stores and run digital store operations at scale, with minimal friction to colleague and customer experiences.
• Able to simplify and sustain change, managing stakeholders and telling compelling stories that bring teams with you.
• Skilled at collaborating across functions, influencing at all levels, and championing the store voice in digital initiatives.
• Sets clear measures of success to drive high performance standards.
• Uses insights to drive decisions, and links operational improvements to commercial results.
• Energises and motivates large, diverse teams, fostering a culture of accountability, learning, and continuous improvement.
• Understands store rhythms, digital fulfilment, and customer journeys from hands‑on experience.
• Experience in applying this at scale nationally and working in a matrix environment in the office to deliver results through others.
• Presents with impact, facilitates group sessions, and builds rapport quickly with senior stakeholders.

Key Business Relationships

• Retail – Stores, Regional Managers, Divisional Managers, TradePoint, Field teams
• SSO – Digital, Marketplace, Logistics, Supply Chain, Customer, Technology, Retail Operations
• As required – Kingfisher Group, Finance, HR teams
• External – suppliers and third parties. Plus expectation to maintain strong external relationships with other retailers and industry experts.

Why This Role Matters

This is your opportunity to shape the future of digital retail at B&Q – fixing the foundations, building for the future, and maximising growth through innovation, inclusion, and operational excellence. If you thrive on driving transformation, empowering others, and making every customer count, this is your chance to leave a lasting mark on B&Q's retail digital experience.

What's in it for me?

As part of a great team, you'll be valued for who you are. We're committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business. We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award‑winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more.