Retail Excellence Lead: Programs & Customer Experience

Watchfinder; West Malling; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Employee development

Mobility opportunities

International exposure

Job summary

Watchfinder is seeking a Retail Excellence Program Manager to design and embed a Retail Excellence framework across our business. You will lead the program, align initiatives with commercial goals, and drive improvements in operations and customer experience.

You will build governance, manage the project pipeline, collaborate with HR, merchandising, the data team, and the Director of Commercial Operations to deliver impactful retail projects and dashboards.

Qualifications

• Minimum 3 years of experience in project management or operations consulting.
• Experience in retail industry is a plus.
• Strong stakeholder management and communication skills in a matrix environment.
• Knowledge of Project Management methodology.
• Ability to plan and prioritise multiple activities and juggle activities effectively.
• Exceptional time management and organisational skills.
• Proactive mindset.
• Excellent communication and influencing skills with the ability to interact at all levels of seniority.
• Problem solver: can provide solutions when problems arise and seek to understand the root cause of the problem to implement long‑term solutions.
• Strong PowerPoint and Excel skills.

Responsibilities

• Design a structure and governance for a Retail Program management, applying adequate program management components and best practices such as governance, meeting cadences, stakeholder map and project pipeline.
• Develop a comprehensive Retail Excellence initiatives pipeline aligned with Watchfinder’s commercial objectives and driven by the identification of key areas for improvement in retail operations, customer experience, and project management.
• Manage the Retail Program, its project pipeline, prioritisation, escalations and risk & progress reporting in appropriate forums – e.g. steering committee.
• Lead and manage projects related to Retail, such as new store openings, store renovations, new process or technology implementations, and oversee the successful delivery of projects, ensuring alignment with business priorities and expected outcomes.
• Partner cross-functionally with HR to define and design the boutique organization and compensation.
• Partner cross-functionally with the commercial performance manager, the merchandiser and the data team to deliver retail and merchandising performance dashboard, and support the Director of commercial operations and CCO for any other project requests.
• Champion a customer‑centric approach, focusing on creating and elevating an end‑to‑end customer journey integrating all Watchfinder customer transaction journeys (part‑exchange, instant purchasing, omnichannel, etc.).
• Explore the implementation of methodologies to measure and improve overall customer satisfaction – specifically in retail.
• Partner with L&D and retail to develop training programs and their delivery approach for retail staff on operational procedures, product knowledge, sales techniques, and customer service excellence.
• Partner with other functions and markets to ensure adequate implementation of new guidelines and framework (Sales operations, visual merchandising, marketing).

Skills

Stakeholder management

Communication

PowerPoint skills

Excel skills

Problem solving

Proactive mindset

Time management

Organisational skills

Tools

PowerPoint

Excel

Job description

Watchfinder is seeking a Retail Excellence Program Manager to design and embed a Retail Excellence framework across our business. You will lead the program, align initiatives with commercial goals, and drive improvements in operations and customer experience.

You will build governance, manage the project pipeline, collaborate with HR, merchandising, the data team, and the Director of Commercial Operations to deliver impactful retail projects and dashboards.