18 months FTC
From £52,000 - £59,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Company Car provided + Hybrid Working (2-3 days per week in the office)
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they’ll love.
Overview
Join us as a Sales Confidence Manager and you’ll be a big part of this.
Role Purpose
A pivotal role at the heart of transforming B&Q’s sales culture — shaping how our colleagues engage customers, build confidence in selling and deliver brilliant customer conversations across our stores. This role shapes how colleagues engage customers and deliver confident, consistent selling across B&Q. By evolving the selling model and scaling ASPIRE beyond showrooms, you’ll translate strategy into practical initiatives that strengthen customer conversations, improve conversion, and drive sustainable commercial growth across our stores.
What’s the job?
The role will be accountable for three stages of the Showroom proposition end to end:
* Customer Journey: You will map out the future B&Q customer selling journey which gives clarity for all colleagues on the experience both in our stores and virtually
* Aspire Selling model: You will partner with multiple stakeholders on the evolution of the selling model and facilitate future rollouts across other categories
* Showroom Academy: You will own the design and launch of a Showroom Academy. Partnering with multiple stakeholders to engage on this big ambition which will transform the way our colleagues are set up for success
* Sales reward strategy: You will partner with multiple stakeholders on the progression of the colleague selling reward strategy
Responsibilities
* Identifying emerging retail store trends, market opportunities, and competitive threats to inform and influence change in each workstream. Be able to think creatively and bring ideas to revolutionise showrooms and high ticket areas in other categories.
* Using data-driven insights to help shape initiatives that will improve the overall customer and colleague journey.
* Looking at where technology can enhance the colleague and customer experience and building this into solutions.
* Leading pilot programs and trials for new concepts and operational practices. Ensuring thorough PIR before making future recommendations.
* Partner with the customer experience team to develop strategies that enhance in-store and online customer engagement, personalisation, and loyalty.
* Support initiatives that integrate omnichannel customer experiences, ensuring that the in-store experience is aligned with digital channels.
* Work with TradePoint to ensure alignment of colleague selling journey.
Key Measures of Success
* Successful development of the projects within the future showroom operating model.
* Improvement in customer satisfaction scores and in-store engagement.
* Improvement in the sales triangle: AOV, Project creation and conversion.
* Sales growth through colleague improved satisfaction scores.
* Successful evolution and roll out of our Aspire model into other categories across the store.
* Development and roll out of our colleague selling reward strategy.
What We Need
* This role requires prior in-store or showroom experience – what matters most is your ability to think creatively, ask insightful questions, listen actively, and define clear problem statements.
* We’re looking for someone who thrives in ambiguity and can bring structure where it’s needed. Experience in leading large‑scale, cross‑functional projects is highly desirable, as this role involves navigating significant streams of work across multiple functions.
* Flexibility and mobility are key – you’ll be expected to travel across the country visiting stores and spend 2-3 days per week at SSO. You must be a natural storyteller, capable of engaging and influencing stakeholders at all levels. You know when to dig deep and when to cut through the noise. You’re agile, resilient, and able to work at pace – always with a focus on delivering value for both colleagues and customers.
* This is a high‑energy, high‑impact role. It’s innovative and exciting – so we’re looking for someone who can hit the ground running and adapt quickly. If you’re waiting to be told what to do, this isn’t the role for you. We’re after someone ready to take ownership, make things happen, and truly #ownit.
What's in it for me?
As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities.
You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award‑winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more!
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