Head of Store Support

B&M Retail Limited; Liverpool; On-site; GBP 125,000 - GBP 150,000; Full time

Job summary

A leading retail company in Liverpool is seeking an experienced Head of Store Support to shape central operations and enhance store support. This strategic role involves leading a high-performing team, optimizing operational processes, and designing a customer service proposition. The ideal candidate will demonstrate senior leadership experience in retail operations, a customer-centric mindset, and strong stakeholder management abilities. Join a pivotal point in our transformation and enjoy a range of employee benefits including in-store discounts.

Benefits

Employee store discounts

Discounts at various retailers

Hospitality benefits

Qualifications

• Proven senior leadership experience in retail operations or store support environments.
• Demonstrated success managing high volumes and competing priorities in a fast-moving environment.
• Strong analytical and financial acumen to inform decisions.

Responsibilities

• Lead the Central Operations function to ensure efficient support for stores.
• Streamline processes and design a customer service proposition.
• Optimize processes using data-driven insights to improve performance.

Skills

Leadership

Customer-centric approach

Data analysis

Operational excellence

Stakeholder management

Job description

We’re seeking a strategic and influential Head of Store Support to lead our central operations function, strengthen support for our stores, and drive operational excellence across the business. This role is ideal for a senior leader who thrives in a fast‑paced, people‑focused environment and is ready to shape the next phase of our retail transformation.

As a key partner to the Head of Retail Operations, you will lead a high‑performing team and define a clear strategy for continuous improvement. You’ll be streamlining processes, uplifting operational standards, and be responsible for designing a new customer service proposition to enhance the experience for both colleagues and customers.

As Head of Store Support, you will also oversee the Central Operations function including Maintenance and Pest Control to ensure stores receive seamless, efficient, and professional support that keeps them trading safely and effectively each day.

The Key Responsibilities of the role are

• Set and deliver a forward-looking Store Support and Central Operations strategy aligned to business growth and retail priorities.
• Lead the strategic design and rollout of the customer service proposition, owning the end‑to‑end vision, roadmap, and execution to ensure a scalable, differentiated, and customer‑centric experience.
• Lead and develop Central Operations teams across Store Support, Customer Service, Maintenance, and Pest Control, ensuring delivery against SLAs and high service standards.
• Ensure stores receive timely, effective support to trade safely, legally, and efficiently, championing clarity, compliance, and operational consistency.
• Optimise processes and use data‑driven insight to improve performance, manage risk, and drive continuous improvement.
• Own and control central budgets and supplier contracts, ensuring value, compliance, and strong contractor performance.
• Build effective cross‑functional partnerships with Retail Operations, Field Teams, Health & Safety, Supply Chain, and external providers.
• Support delivery of key retail initiatives, both centrally and in‑store.

To be successful in this role, you will have:

• Proven senior leadership experience within retail operations, central operations, or store support environments.
• A customer‑centric, results‑driven leader who is passionate about elevating operational service delivery.
• Demonstrated success managing high volumes, competing priorities, and working at pace in a fast‑moving retail environment.
• Strong leadership capability with a track record of developing, coaching, and empowering high‑performing teams.
• Leads by example with high levels of integrity and a positive, “can‑do” mindset.
• A natural problem solver with a continuous improvement and strategic decision‑making focus.
• Confident managing behaviour, performance, and change to drive sustainable outcomes.
• Highly organised with strong planning skills and the ability to multitask effectively.
• Data‑driven, with strong analytical and financial acumen to inform decisions and measure performance.
• Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively at all levels.

Why join us?

This is a unique opportunity to shape a new function and play a critical role in the evolution of our store estate. You’ll be joining at a pivotal time, with the scope to make a tangible impact on how our customers experience B&M

We offer you a range of great benefits including discount in our stores, a colleague portal offering discount for numerous retailers, hospitality & much more! Check out our full benefits here - https://careers.bmstores.co.uk/our-bm-benefits/

B&M Retail are an equal opportunity employer. We are committed to creating an inclusive and diverse environment for all colleagues.

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