Head of Continuous Improvement, Change & Implementation – Garages

About us

Halfords is on a journey - building the future of motoring and cycling and looking for people who want to help shape what comes next. We’re a place for co‑creators: people who want to make a real impact, take ownership and be part of something that’s still evolving. As the UK’s leading retailer of motoring and cycling products, we’re supported by one of the country’s largest independent vehicle servicing, maintenance and repair networks through Halfords Autocentres. This breadth gives us a strong, stable foundation - and the freedom to keep innovating and growing. That means real variety for our colleagues, along with the opportunity to learn, stretch and develop as the business moves forward. Whatever your role, you’ll be part of a team focused on delivering exceptional service - using your expertise to solve problems, guide customers and help keep the nation moving with confidence.

About the role

We’re looking for an experienced, strategic leader to drive operational excellence across our Garage network. As Head of Continuous Improvement, Change & Implementation, you’ll set the vision and lead the delivery of continuous improvement and BAU change, ensuring our operations are efficient, scalable, and future‑ready. Reporting to the Director of Garage Central Operations, you’ll lead high‑performing CI and Change teams and shape a prioritised programme of work that delivers measurable improvements in cost, capacity, and utilisation. You’ll partner closely with senior leaders across Central Operations and the wider business to embed a culture of operational excellence, with Customer Experience, Health & Safety, and Quality at the core of every decision. Balancing strategic transformation with day‑to‑day operational change, you’ll play a key role in evolving the Garage Operating Model and enabling the business to achieve its financial and operational ambitions through strong leadership, insight‑led decision‑making, and effective workload planning. This role is primarily field-based and includes regular travel to our Support Centre in Redditch, in line with business requirements.

Key responsibilities

• Define and deliver the Operational Excellence strategy, leading the successful implementation of multi‑million‑pound efficiency and cost‑saving initiatives, ensuring delivery on time and within budget.
• Create, prioritise, and sustain a robust pipeline of continuous improvement opportunities that drive productivity improvements and cost reduction across the Garage network.
• Lead the alignment of acquisitions into existing operational processes, ensuring seamless integration and support for delivery of strategic priorities.
• Develop and present compelling business cases for strategic change at Board level, in line with established governance and approval frameworks.
• Ensure customers consistently experience confidence in our systems and services through continual review and optimisation of operational processes and ways of working.
• Own the ongoing development of HAC operating models, embedding and sustaining a One‑Way, standardised approach across the business.
• Continuously review and challenge end‑to‑end garage operating processes, driving productivity and efficiency improvements while ensuring colleague feedback and insight are effectively captured and actioned through the Support Centre.
• Lead and embed strategic improvement initiatives by influencing, engaging, and securing commitment from cross‑functional and field‑based teams.
• Partner with key stakeholders across the business to design and deliver lean operational solutions that improve effectiveness while minimising capital investment.
• Provide leadership and capability in lean continuous improvement tools and methodologies across the Group.
• Ensure all BAU change initiatives are launched on time and delivered right‑first‑time.
• Own and optimise the end‑to‑end workload planning approach, ensuring capacity, utilisation, and prioritisation are effectively managed.
• Work collaboratively with Central Operations teams to ensure all change is aligned to Group strategy and clearly communicated.
• Partner closely with Group support functions, Directors, and field and store management teams to ensure systems and processes optimise the customer proposition and deliver CEX expectations and Halfords behaviours.

About you

• An experienced operations professional with a strong background in the services industry, including experience in a central operations role.
• Proven experience producing and presenting information at Executive level, with the ability to influence strategic decision‑making.
• Demonstrable experience delivering in‑the‑moment coaching and training to drive great customer experiences.
• A strong track record of managing capability and performance.
• Evidence of successfully delivering large‑scale business change in a fast‑paced environment.
• A proven record of meeting and maintaining Health & Safety compliance standards within a centre‑based environment.
• Excellent communication skills, with the ability to engage and influence stakeholders at all levels.
• Highly skilled in Lean Thinking and Six Sigma methodologies.
• IT‑proficient, with experience using Microsoft Word, Excel, and PowerPoint, and the ability to quickly learn in‑house systems.
• Holder of a current, full, valid UK driving licence.

Reward & benefits

A fair and competitive salary evaluated against market data, company car or car allowance, annual discretionary bonus scheme, pension, life assurance, 30 days annual leave plus bank holidays and enhanced family leave. Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations. You will have access to a wealth of employee discounts across the Halfords suite of products and services. Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.