Head of Region

Dignity's vision is to be the most trusted, respected and valued end-of life service provider in the UK and the most inspirational employer for those serving this goal. At the heart of our organisation is a core purpose to help people say goodbye, to remember and to celebrate the life of those lost. We help people to plan ahead for their own funeral so that their wishes are clearly articulated.

As a Head of Region you are responsible for making a success of businesses in your respective region. Alongside this you will support each Business Leader across the brands in your region who will be responsible for delivering their own community-focussed business strategy and performance. We want these colleagues to feel empowered to run their locations as if it were their own business; to grow the reputation and goodwill, to provide excellent localised service to clients, and to deliver against the regional strategy and KPIs for performance and market share. Business Leaders will continue to have access to the expertise in our support functions such as Health and Safety, legal, property, compliance and communications to help them make the right decision for their clients. Your role, in our inverted structure is to empower this.

Reporting to the Head of Regional Development, your new role will be to oversee multiple end-of-life establishments including funeral homes, crematoriums, service chapels, cemeteries and service centres. You will lead Business Leaders in the delivery of a proactive and customer-focused operational service by developing our offering to meet current and future business needs by creating robust systems, processes and progressive customer service activities that add value.

You will be able to use data and market intelligence to coach and develop Business Leaders to grow and develop brands, guiding Business Leaders in their delivery of strategic and operational initiatives that maximise performance that enables them to engage and contribute to the development and growth of each brand.

**Main Duties & Responsibilities**
- Guide, train, coach, and support Business Leaders in the execution of excellent client service
- To lead by example and be a bastion of values
- Recruit, train, and support development opportunities for Business Leaders
- To ensure regional and Brand Management Information is available to help Brand Leaders to utilise data to aid decision-making and execute regional performance targets
- To create a positive, engaging, and inclusive working environment resolving conflict efficiently and in line with company processes
- Ensuring Brand Leaders understand and adhere to relevant service standards, SOPs and relevant other regulations and codes of conduct or practices
- Always uphold, Company standards of excellence and service, guaranteeing quality standards and ensuring the region is compliant with health and safety regulations
- Collaborate horizontally across the region to share best practices whilst supporting the development of the operational strategy
- Be accountable for regional preneed activities, increasing revenue whilst ensuring strict adherence to the FCA code of conduct and treating customers fairly
- Manage a designated budget ensuring that value for money is achieved in all circumstances through monitoring and control of expenditure
- Co-ordinating across all layers of the region’s matrix structure ensuring cohesion between all areas, in particular:
- Ensuring intelligent spend and allocation of marketing budget with the principle of growing market share by Brand
- Optimise regional property portfolio, including disposals, acquisitions, and Capex expenditure
- Along with Business Leaders, identify areas for improving service delivery and lowering the cost of service delivery

**About You**

We are looking for an inspirational leader who can engage, develop and lead individuals to deliver results. You must have a strong commercial understanding and the ability to influence, persuade and negotiate to achieve positive outcomes and manage stakeholders successfully.

You will require knowledge in funeral or crematorium services to meet commercial and budget targets for each brand and region along with the ability to generate a variety of reports and presentations to display regional performance. You will have a strong commercial acumen and risk management approach with experience working collaboratively to enhance and develop business needs.

Whilst having strong customer service skills around handling disputes and treating customers with care, you’ll create a positive working environment that enables the company to become an Employer of Choice.