National Store Digital Operations Lead

Kingfisher

1d•Hybrid

About The Position

Step into a pivotal leadership role at the heart of B&Q’s retail transformation. You will be accountable for the performance and evolution of our 53 digital hubs in our stores, plus the retail part of click and collect (including marketplace). You will be driving operational excellence, efficiency, and customer-centric fulfilment across our store estate. You’ll work in close partnership with teams across digital, marketplace, logistics, supply chain, customer, and technology. Whilst supporting and challenging our regional and store teams to deliver the plan. Your mission is to co-build the future of digital fulfilment from store, elevate the digital hub operating model, and unlock new opportunities in click & collect, marketplace fulfilment, customer returns and last-mile delivery from store. This is a role for a visionary yet hands-on leader who thrives on shaping the future, learning from external best practice, and delivering step-change improvements in digital store operations at pace. You will play a critical part in reducing customer cancellations, improving efficiency and effectiveness, and ensuring B&Q’s stores are fit for the future of omnichannel retailing.

Requirements

Proven experience leading digital transformation in a retail or fulfilment environment, with a track record of delivering national operational excellence and innovation at pace.
Deep understanding of omnichannel fulfilment, click & collect, last-mile delivery, and digital hub operations.
Experience of how the market leading retailers fulfil from stores and run digital store operations at scale, with minimal friction to colleague and customer experiences.
Able to simplify and sustain change, managing stakeholders and telling compelling stories that bring teams with you.
Skilled at collaborating across functions, influencing at all levels, and championing the store voice in digital initiatives.
Sets clear measures of success to drive high performance standards.
Uses insights to drive decisions, and links operational improvements to commercial results.
Energises and motivates large, diverse teams, fostering a culture of accountability, learning, and continuous improvement.
Understands store rhythms, digital fulfilment, and customer journeys from hands-on experience.
Experience in applying this at scale nationally and working in a matrix environment in the office to deliver results through others.
Presents with impact, facilitates group sessions, and builds rapport quickly with senior stakeholders.

Responsibilities

Set the direction for how stores enable omnichannel growth today and in the future.
Own digital store performance, consistency and operational capability across the UK store estate, including all store digital hubs.
Reduce customer cancellations and improve NPS by streamlining digital fulfilment processes, improving stock visibility and driving right-first-time execution.
Lead the digital operating model evolution at scale, anticipating future volume, automation and proposition change.
Simplify processes, embed enabling technology and ensure changes land sustainably across hundreds of stores and with thousands of store colleagues.
Work in partnership to expand and optimise click & collect, marketplace fulfilment and last-mile delivery.
Sponsor and scale pilots for new fulfilment models and automation, moving ideas from concept to national deployment.
Own the retail execution of B&Q Collect and future propositions, ensuring stores are designed, resourced and capable of scaling new customer offers at pace.
Act as the senior retail voice into digital roadmaps and horizon planning.
Benchmark store digital operations against industry leaders, bring in external insight and foster a culture of continuous improvement.
Always seeking better ways to serve customers and colleagues, and future-proof the store estate.
Partner with regional, store and relevant SSO teams to deliver consistent, scalable improvements.
Operate as a senior influencer across Retail Operations, Digital, Supply Chain, Commercial and Technology, championing the voice of the store and ensuring operational changes not only land but are embedded sustainably.
Set nationwide standards and clear measures of success for digital hubs, click & collect and marketplace fulfilment.
Use data and insight to prioritise actions and translate performance into strategic choices and investment recommendations, linking improvements to commercial outcomes (e.g. cancellations, speed, availability, cost-to-serve, digital participation, growth, margin protection and productivity).