Head of Branch, John Lewis (MIDLANDS-Various Locations)

Job Type Customer Service
Location Leicester
Partnership Level 4
Closing Date 07/10/2021
Vacancy Type Permanent
Salary £84,500.00 - £114,000.00
Salary Frequency Annual
Hours of Work N/A


What will I be doing? 


As one of our shop leaders you will ensure that every customer that visits or interacts with your shop,  has an exceptional service experience, through the creation of a seamless customer shopping journey and an inspiring shop environment.

You will be an outstanding specialist in people and will lead, inspire and develop your Partners, enabling each of them to reach their full potential.

You will maximise every sales opportunity and commercial result through exemplary leadership, optimising profit and the operational success of your shop.

You will play your part in the Partnership plan, bringing to life our strategy in our shops.


Other responsibilities as Head of Branch


  • You will lead the delivery of a world-class customer shopping experience, ensuring that Partners deliver excellent retail standards and that customers have a positive experience at every touchpoint.

  • You will ensure that the brand presentation ambition is executed and that the brand vision and standards for service, services & third party operations are achieved. 

  • You will be an ambassador for the Partnership and its values through exceptional communication and engagement with your customers, local business groups and community leaders. 

  • You will create the conditions for all Partners to thrive, make their best contribution and achieve their potential.

  • You will create a culture that drives overall customer service and commercial performance through ensuring your Partners receive relevant training, development and coaching.

  • You are accountable for and will enable the right conditions (space, culture and environment) for democratic vitality to thrive in your shop, assuring the voice of Partners is heard and acted upon. 

  • You will be accountable for leading the delivery of the Partnership Diversity & Inclusion strategy for your shop. You will ensure the health and wellbeing of Partners so they can be themselves in a safe and inclusive environment. 

  • You will lead the optimisation of the commercial performance of the shop, including third party operations, driving the overall sales performance, cost efficiency & productivity and ensuring all metrics are achieved. 

  • You will lead the operational performance of your shop to ensure legal compliance, a safe trading environment and operational procedures are achieved and optimised. 

  • You will deliver operational and commercial success through leading and engaging People Managers and Partners to deliver and embed change consistently and effectively.

  • You will ensure the voice of the customer and Partner is incorporated into the development of future plans, propositions and ideas so that shop developments have operational insight and customers at the heart of their creation.


Creating a culture of diversity and inclusion


We positively celebrate diversity and inclusion in the Partnership and we’re committed to becoming the UK’s most inclusive business, reflecting and connecting with the diverse communities that we serve. Having a diverse and inclusive culture throughout the business is vital for our future success and that’s why it will be a strong focus in your role, both with Partners and the local community.

Work/Life Balance

We understand the importance of having a healthy work/life balance. We therefore support agile and flexible working practices, such as when, where and how we work. We have several different ways to work flexibly, including part-time, flexible or compressed hours, and job sharing. Head office areas also support a blended working approach. You'll have the opportunity to discuss this further with the hiring manager during your interview and, where it is operationally practicable, they'll do all they can to accommodate your needs. 


Please note; the correct salary range for this role is £84,500- £114,000 per annum, dependant on skills and experience.

After completion of your 3-month Earning Membership period you’ll have access to the wide range of benefits the Partnership is known for, including;

  • 20% Discount at Waitrose & Partners on majority of goods

  • 25% Discount at John Lewis & Partners on majority of goods

  • 12% Discount at John Lewis & Partners on electrical & white goods 

  • Defined contribution pension scheme and Life Assurance (4x annual salary)

  • Ticket and Learning subsidies

  • Access to our exclusive family hotels

  • Plus many, many more. 


Desirable experience skills and qualifications:


  • Customer service and experience leadership

  • Managing and achieving sales budgets.

  • Profit and loss account management.

  • Retail management experience, managing a team providing front line customer service.

  • Stakeholder management.

  • Project implementation.

Please consider the following when making your application:


  • This role may be based in any of our John Lewis branches across the Midlands

  • Interviews will take place virtually

  • As part of the recruitment process, we will ask our final few candidates to take part in a psychometric profiling session with our Business Psychologist supplier Pearn Kandola. The profiling session is a half day, in-depth one on one review that candidates will complete with an Occupational Psychologist covering various aspects such as personality profiling, career history and future aspirations. Whilst the process can seem lengthy, it is an extremely important, mutually beneficial, activity as it gives both the business and candidate highly valuable insight into their suitability for the role, and objective view on strengths, but also a highly detailed review of development areas.his is followed by a final stage interview.

  • This role is subject to the following pre-employment screening: 5 year reference check, Basic Disclosure and 5 Year financial probity

  • We occasionally close vacancies early in the event we receive a high volume of applications. Therefore, we recommend you apply and complete your application in full as soon as possible

  • Print off the job description now for future reference. 

  • Ensure you have an up-to-date CV and upload this to your application.

Duties and Responsibilities

We are looking for outstanding leaders to join the John Lewis Partnership across our Midlands locations.

When you walk through the doors of one of our John Lewis shops, you'll know that there's something unique about working for the John Lewis Partnership. That unique proposition is our Partners.
As co-owners we all have a say in how our business operates and we all share in it’s success. Every Partner works towards the same goals, team work that continuously pushes us to do better. As a Head of one of our shops, you'll have the exciting challenge of ensuring that this is reflected on the shopfloor. Creating a special shopping experience for our customers, and a rewarding environment for Partners.

We positively celebrate Diversity & Inclusion in the John Lewis Partnership. Our aim is to become the UK’s most inclusive business - for our Partners and for our customers, reflecting and connecting with the diverse communities that we serve. We want people from all walks of life to feel valued for their individuality, thrive in our business and share a sense of belonging. To find out more about D&I in the John Lewis Partnership click here - https://www.jlpjobs.com/about/diversityandinclusion/


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