Head of Retail

The British Heart Foundation (BHF) is the leading cardiovascular research charity in the UK, funding around £100 million of life saving research each year - with the Retail directorate contributing nearly £30 million towards this annually.

We are looking for a dynamic, innovative, Head of Retail Service to join our team in supporting our funding of life saving research. You will develop and deliver the Retail service proposition across BHF Retail, driving customer and donor satisfaction.

As Head of Retail Service, youll be responsible for fostering a culture of service across the Retail directorate as well as implementing strategies aligned with our values to enhance the overall customer experience, both internal colleagues and external stakeholders (customers & donors).

Youll lead a small team and work with the wider Retail leadership team to ensure to continually develop and improve the retail service proposition that we deliver. This role will involve collaboration with stakeholders across the business, within Retail and the wider BHF.

Using data led insight, youll analyse processes and feedback to identify trends and highlight areas for improvement and opportunities for innovation to stay ahead of the curve and find ways to surprise and delight our customer.

This role will also involve contract negotiation and management and oversee the procurement spend on services to ensure projects are delivered within budgets.

Working arrangements

This is a blended role, where your work will be dual located between your home and either our London head office or our Northampton office. There will be some travel to stores and our Customer Service Centre in Birmingham required.

The use of our office spaces is driven in part by your role and the activities you need to do. This may vary from time to time, so you must be prepared to work in a flexible way to unlock your best work for our cause. Most of our colleagues on blended contracts can expect to spend some time in their office each week, on average.

About you

The ideal candidate will have extensive experience in Retail Service with a focus on both internal and external stakeholders. A strategic thinker youll have a focus on long-term service excellence and a passion for delivering outstanding service experiences for both employees and customers.

Youll be familiar with customer service tools and software used in retail, such as POS systems, CRM software, and communications platforms and will have working knowledge of consumer rights legislation, trading standards and data protection requirements.

To be successful in this role, you will have:

a project management qualification or extensive experience
a track record of leading teams and managing a portfolio of projects and work streams to deadline and within budget
working knowledge of Retail operations and customer experience management
knowledge of Gift Aid
excellent communication skills, both verbal and written
the ability to build effective relationships across the business and strong influencing skills
excellent attention to detail
an analytical mind, able to interpret data
the ability to work under pressure and navigate challenging situations with diplomacy and professionalism
If you are passionate about delivering outstanding service and want to make a difference, we would love to hear from you.
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