Director, Labour Workforce Management (Retail) in London

At the LEGO® Group, we’re committed to being the front runner of retail, making it a place where creativity, learning and play come together. Our purpose is to inspire and connect millions of visitors by creating LEGO® experiences that spark curiosity, ignite imagination and make every visit unforgettable!

The Director of Labour Workforce Management will be the strategic architect and provide enterprise-level leadership for workforce strategy, labour optimisation, budget control and workforce planning across the retail organisation. This role sets the long‑term vision and governance for labour investment and will ensure that our workforce model maintains our standard of best‑in‑class experience and service, whilst supporting commercial growth, operational excellence, employee experience, and financial performance. Additionally ensures that our systems and store teams are compliant with all government or federal and state laws on scheduling and breaks.

Operating as a strategic partner to senior leadership, this role drives transformation through data‑led decision making, scalable workforce frameworks, and cross‑functional alignment. The Director is accountable for establishing excellent workforce management practices that influence business performance across LEGO® Brand Retail EMEA and Americas.

• Define and assume responsibility for the workforce management approach aligned with retail and commercial priorities.
• Coordinate scalable labour planning frameworks that balance efficiency, customer experience, and employee engagement.
• Identify macro workforce trends, emerging risks, and strategic opportunities, translating them into actionable business strategies.
• Provide thought leadership to executive collaborators on workforce investment, organisational development, and operating model evolution.
• Own and optimise labour investment strategy to ensure alignment with financial targets and growth objectives.
• Lead the planning and development of advanced workforce forecasting models with 3rd party vendors (UKG EMEA and FAS Legion AMS).
• Roll out labour efficiency methodologies in 2026 and beyond.
• Drive measurable improvements in labour efficiency, workforce utilisation, and store operational performance.
• Establish benchmarks and performance metrics to evaluate workforce efficiency and inform decision‑making.
• Establish global and regional governance frameworks, policies, and standards related to workforce management methods.
• Guide extensive change efforts involving labour planning, workforce systems, and the refinement of operating models.
• Ensure compliance with labour legislation, risk management standards, and internal governance requirements.
• Serve as a trusted strategic advisor to senior and executive leadership across Retail, Finance, and PPC.
• Influence decision‑making related to labour investment, workforce structures, and efficiency initiatives.
• Drive cross‑functional alignment across complex collaborator groups to ensure successful execution of workforce strategies.
• Represent workforce management priorities within senior leadership forums.
• Lead the workforce management team by establishing clear strategic priorities and performance expectations.
• Develop organisational capability in workforce planning through mentoring, education, and leadership of guidelines.
• Foster a culture of continuous improvement, innovation, and accountability.
• Overall responsibility for workforce management approach and labour investment optimisation.
• Direct impact on retail financial performance, operational efficiency, and employee experience outcomes.
• Leadership of complex, cross‑functional transformation initiatives with broad organisational reach.
• Influence senior leadership decisions and the broader business plan concerning Workforce Management strategy.

• 10+ years of leadership experience in retail workforce management, labour strategy, retail operations, or related strategic functions.
• Preferable experience working specifically within multi‑site, global retail organisations that are service‑led.
• Proven track record of designing and implementing enterprise‑level workforce or labour optimisation strategies.
• Demonstrated experience influencing executive stakeholders and the ability to build strong working relationships with both data specialists and senior stakeholders.
• Excellent communication skills and strong data‑driven storytelling are a must.
• Advanced analytical capability with experience leveraging workforce data, financial modelling, and performance metrics to drive business outcomes.
• Strong understanding of workforce management technologies, forecasting tools, and labour planning methodologies.
• A positive approach and determination to overcome obstacles and natural curiosity – always looking to understand the “why”.

• Family Care Leave – enhanced paid leave options for important times.
• Insurances – life and disability insurance for all colleagues.
• Wellbeing – resources and benefits to nurture physical and mental wellbeing.
• Colleague Discount – generous discount from day one.
• Bonus – rewarded through the bonus scheme when goals are reached and you are eligible.
• Workplace – primary workplace location one of our offices, stores or factories; hybrid policy of average 3 days per week in office.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age and religion) to apply for roles in our team. The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.