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. 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.
Key Responsibilities
* Customer Journey: map out the future B&Q customer selling journey giving clarity for all colleagues on the experience both in our stores and virtually
* Aspire Selling model: partner with multiple stakeholders on the evolution of the selling model and facilitate future rollouts across other categories
* Showroom Academy: 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: partner with multiple stakeholders on the progression of the colleague selling reward strategy
Additional Responsibilities
* Identify emerging retail store trends, market opportunities, and competitive threats to inform and influence change in each workstream; think creatively and bring ideas to revolutionise showrooms and high ticket areas in other categories
* Use data-driven insights to help shape initiatives that will improve the overall customer and colleague journey
* Look at where technology can enhance the colleague and customer experience and build this into solutions
* Lead pilot programs and trials for new concepts and operational practices; ensure thorough PIR before making future recommendations
* Partner with the customer experience team to develop strategies that enhance in-store and on-line 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
Qualifications & Experience
* Prior in-store or showroom experience; ability to think creatively, ask insightful questions, listen actively, and define clear problem statements
* Thrives in ambiguity and can bring structure where it’s needed; high experience in leading large-scale, cross-functional projects
* Flexibility and mobility to travel across the country visiting stores; spend 2-3 days per week at SSO
* Natural storyteller, capable of engaging and influencing stakeholders at all levels; skill to dig deep and cut through the noise
* Agile, resilient, able to work at pace with a focus on delivering value for both colleagues and customers
* High-energy, high-impact mindset; ready to take ownership, make things happen, and truly #ownit
Benefits
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!
#J-18808-Ljbffr