Head of Labour & Performance

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. This role is primarily field-based and includes regular travel to our Support Centre in Redditch, in line with business requirements.

About the role

This role sets the strategic direction for garage communications, stock management and operational support across our garage network. You’ll lead the development and delivery of clear, engaging communication strategies across multiple channels, ensuring consistency, alignment and effective support for our field teams. Working closely with Internal & Retail Communications and fellow Heads of Function, you’ll shape the strategic approach to garage support while ensuring strong operational execution. With a sharp focus on stock accuracy and MMS reduction, you’ll regularly review priorities to balance business needs with the best possible support for our garages, driving continuous improvement across the network.

Key responsibilities

• Labour & Deployment
• Lead the development and implementation of labour models that enable business growth while maintaining customer excellence and quality standards.
• Deliver a best‑in‑class labour model, achieving a Cost to Serve of under 27%.
• Own the overall garage payroll budget, including forecasting, tracking, and reporting to ensure spend remains in line with budget and forecast.
• Monitor labour performance, identify variances, and implement strategies to improve productivity and reduce inefficiency.
• Provide clear guidance to Field teams on labour planning and effective resource allocation.
• Explore, evaluate, and support the implementation of resource planning systems to replace existing Excel‑based solutions.
• Lead or support transformation initiatives that enhance centre efficiency, labour effectiveness, and colleague workflow.
• Own labour KPIs, ensuring clear visibility, understanding, and accountability across the garage network.
• Own the Garage Operating Model, driving ongoing improvements in Cost to Serve without compromising customer experience or quality.
• Design and maintain the optimal headcount and skills mix by centre.
• Lead quarterly labour reviews with Field teams to assess performance, risks, and opportunities.
• Introduce and evolve flexible working models across zones to support peak demand and operational resilience.
• Lead budgeting and forecasting for labour, sales, and margin targets across garages in collaboration with Operations Finance.
• Own garage performance reporting and analysis, including the development of future reporting capabilities.

• Performance
• Provide data‑driven insights and recommendations to senior leadership to inform strategic decision‑making.
• Design and evolve the operational KPI framework, defining how performance data is used to drive outcomes and accountability.
• Lead demand forecasting in support of the wider business strategy.
• Work closely with Training, HR, and Operations to identify capability gaps and implement effective solutions.
• Support the introduction of new processes, tools, and systems that improve operational efficiency and performance consistency.
• Identify performance gaps and deliver structured improvement plans to reduce variance across the network.
• Design, manage, and report on bonus and incentive schemes across garages.

About you

Relevant experience from a comparable role, with proven leadership capability and the ability to think strategically while delivering practical, operational outcomes. Passionate about colleague development, operational excellence, and delivering a consistently outstanding customer experience. Highly analytical, with the ability to translate complex data into clear, actionable insight that drives performance. An excellent communicator with strong coaching and stakeholder‑management skills. Confident influencing at all levels and leading change effectively in a fast‑paced operational environment. A natural collaborator, comfortable working within the garage network to understand operational realities and validate insight through first‑hand engagement.

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.

We offer hybrid working in our Support Centre, you will be based at our Support Centre 3 days a week with an optional 2 days working from home. 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.