Senior Retail Operations and Customer Excellence Manager - Bensons for Beds : Job Details

Are you a senior retail operations specialist? Do you have a strong background in retail management, with experience of operational efficiency, activity planning and strategy?

Bensons for Beds is looking for a new Senior Retail Operations and Customer Excellence Manager to join our Central Operations team. Reporting directly to the Head of Central Operations, this role offers a broad range of responsibilities and autonomy, with the opportunity to make significant impact within the business and implement operational strategies to improve efficiencies that enhance our colleague and customer experience.

So, what will you do?

As a Senior Retail Operations and Customer Excellence Manager, you will be responsible for all retail communication and retail communication channels, ensuring that channels are used effectively and timely, enabling Retail to be fully informed of business initiatives.

As well as this, you will:

• Developing and implementing a communication strategy for Retail that is engaging and relevant
• Improving activity and workload planning processes to ensure Retail has an optimised workload through the Flight Plan, ensuring that this process is embedded across the company as a critical business process
• Becoming the Retail SME for our customer experience portal, working with our insights company (Reputation) to draw conclusions turning them into actionable data for Retail to support customer excellence
• Working closely with all functions and departments across the business, building strong and influential relationships with key stakeholders.
• Taking an active and influential role in change projects that impact Retail, ensuring that any change benefits colleague and customers, then leading the delivery and implementation of such change projects
• Partnering with the Head Of Central Operations ensuring the team can react quickly to changing demands and activities
• Working in partnership with the Regional Sales Managers and key stakeholders across the business to ensure feedback is sought and given
• Accountable for maintaining an effective end to end feedback process to enable Central Op’s to be on the pulse when things go wrong, enabling an agile response and resolution
• Leading / managing a comms specialist, deputising for the H/O Central Op’s when needed, representing them in relevant senior/Executive meeting.

What will you get?

In return for your contribution to the store’s performance, we offer a competitive base salary of between £50,000 - £55,000 per annum, dependant on experience.

In addition to that we offer you all these extra benefits:

• Company bonus to be paid annually.
• *Employee discount scheme for Bensons products
• *Medicash - cashback options for Health and Wellbeing services (dental, optical, virtual GP, other healthcare services and more)
• Unum Income Protection - for peace of mind if you’re off work long term due to illness.
• *Pension scheme – provided by Legal & General
• *Discounted Gym membership
• *Cycle to Work scheme
• Annual leave buy & sell scheme – you can top up your holiday entitlement or sell unused days to suit you.
• *Enhanced maternity and adoption leave
• Access to Retail Trust services (guidance and support on retail issues, mental health, wellbeing & financial topics)
• Learning and development programmes to gain new knowledge and skills.
• Career progression – access to internal opportunities to build your career within Bensons for Beds

Who do we want?

• Significant experience in retail management or operations
• Experience of customer service through a sales role or head office role
• Strong analytical skills, with the ability to interpret data and make informed decisions
• Excellent leadership and communication skills
• Ability to build and manage a high-performing team
• Exceptional problem-solving and decision-making abilities
• Confident in using Microsoft Office Suite incl. Sharepoint / ppt
• Stakeholder mgmt. including preparing ppt.decks for senior meetings
• Experience of using comms platforms, (like Page Tiger, Live Tiles, Sharepoint)
• Experience of managing an Activity/workload planner