Senior Retail Services Manager

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About Matalan

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

About the role

You will oversee and optimise our retail operations for all of our stores, including managing communications, operational planning, governance, RFID and commercial reporting. Your role will focus on driving operational excellence, ensuring smooth communication with store teams and using commercial data to improve performance and decision making through strong team leadership.

You will drive One Best Way practices and processes that will optimise colleague/customer experience whilst optimising costs and resource.

Key Responsibilities -

Leadership and team development:

• Lead, coach and inspire the retail services teams including operational planning, communications, retail stock and commercial reporting. Promote a culture of high performance, efficiency and continuous improvement, holding the team accountable for results.
• Build, mentor and develop a high-performing team ensuring ongoing training, regular coaching and development opportunities for colleagues.
• Lead regular team stand ups to share updates, address concerns and promote team collaboration.

Operational planning and communication:

• Lead operational planning to align with the overall business strategy, overseeing task management and store communication to ensure clear, effective and accurate execution.
• Oversee all internal communications, including policy updates, promotions and operational changes, ensuring they are simple, engaging and easy to understand.
• Lead Gate Keeper process ensuring the flow of communications land right 1st time, and with maximum impact.
• Assist in resolving complex store issues quickly and sustainably, engaging stakeholders as needed and using data analytics to provide recommendations to director level.

Stakeholder collaboration:

• Collaborate with key stakeholders across the Support Hub including the trade, sourcing, supply chain, customer & online and business risk teams to ensure we are working effectively and meeting business needs.
• Build strong relationships with store teams to ensure efficient service and communication, using feedback to drive improvements.

Process improvement and compliance:

• Oversee RFID and stock fulfilment processes while identifying improvements to our ways of working. Provide training as needed to support to store teams on RFID processes.
• Manage RFID implementation to improve inventory tracking and reduce shrink.

Reporting and analysis:

• Lead the design, development and maintenance of retail reports, dashboards and data visualisations.
• Manage reporting platforms like Power BI and Microsoft Fabric, including user access, security and supporting commercial analysis of Retail KPIs. Partner with Design, Merchandising, Marketing and Store Operations to ensure seamless product launches and campaigns.

Governance and risk management:

• Drive one best way practices and processes to ensure compliance with operational processes and company standards that will optimise the colleague and customer experience.
• Oversee day to day activity to effectively mitigate risks and protect stores.

About You

Stock and Inventory Management

• Proficient in stock inventory management, particularly with RFID technology.

Performance Management

• Demonstrates a good understanding of and proactively manages the commercial and financial levers that drive business performance.

Brilliant Execution

• Maintains high standards and delivers high quality results by balancing quality, speed & cost appropriately.

Creating Clarity

• Clarifies strategy and roles effectively, particularly in ambiguous situations.
• Honest communication, sound decision-making and accountability for outcomes.

Enabling Agility

• Operates with speed, removes team barriers.
• Drives collaboration, minimises duplication and enhances team capability.

Benefits

In addition to competitive salaries, we also offer the below core benefits:

• 20% staff discount, which increases with length of service
• Thrive Recognition Scheme
• Wellbeing support provided by the Retail Trust
• Life Assurance
• Retail Rewards platform offering discounts for other retailers
• Pension Scheme
• Access to a wide range of career development
• Additional benefits may apply depending on your role and area of the business

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