The Head of Retail Operational Change, Implementation & Comms is ultimately accountable for the operational sign off of any propositional, process or policy change across the Retail channels and associated communication plans. Through the Retail Operational Change Managers and Retail Operational Implementation Manager they own the operational change and implementation strategy, processes and plan to ensure operational readiness before go live of any business change into Retail. Working upstream with the SLT leads on all change in flight to support delivery of the change whilst meeting business case requirements.

Role responsibilities

• Owner of the end-to-end strategy and operational change and implementation processes that identify the operational impact of all process, policy or propositional change, supporting forward recommendations and sign off for operational readiness ahead of launch​

• Works directly with the Proposition, Customer, Trading and other associated SLT to ensure the final agreed target operating model and operational readiness plan for business change delivers appropriate value for customer, colleague and shareholder​

• Ultimately accountable for ensuring the customer and colleague process, policy or propositional change works end to end; including our web to site journeys and supporting the group customer handover​

• Accountable for the processes required to ensure handover from project phase and hyper care to Retail Communications and Retail Performance and Capacity teams as a BAU process​

• Accountable for ensuring the Retail SLT are updated on process and status of all >L projects in flight to support engagement and understanding of the proposition, process or policy change at launch​

• Accountable for the delivery of the annual workload and implementation plan within budget​

• Accountable through the Retail Implementation Manager for ensuring that all changes to the customer proposition, process or policy across group have a plan that ensures operational readiness at launch​

• Responsible for working upstream on all Range, Promotional Change ensuring the Operations team are aligned with the plans.​

• Accountable for Gatekeeping all communication and activity that lands in Retail, ensuring right first time. ​

• Accountable for the Communications strategy to deliver effective communications to all colleagues across Retail​

• Accountable for delivering an internal comms plan that is aligned with the Group Strategy.​

• Accountable for defining and owning all communication platforms across Retail.​

• Accountable for accuracy of all communication to support colleagues within Stores and Field.​

• Reports to the Retail Central Operations Director and deputises in their absence in all meeting that span commercial planning or business change and transformation, including Retail Board and Customer Board

About you

You will be an experienced Operations professional with extensive experience working across retail stores at a multi-site level and will ideally also have held a central retail role. Ideally this person will have some project or programme management experience and be able to demonstrate examples of delivering macro business change within a fast-paced high-change environment. A successful leader, this person will have a track record of delivering results through leading large teams and influencing beyond their direct reports

Interviews will be held on the 21st and 22nd May.