Head of Operations

**Head of Operations - Retail Security & Merchandising**
**We are**:
A rapidly growing business, with revenues increasing threefold in the past five years and set to continue. We provide services to a range of high profile and market leading clients across the UK. To support our long-term goals, we are investing in people and technology to ensure we stay ahead of the competition, so there has never been a better time to join the Carlisle family. We are experts in our chosen fields, focusing on the provision of cleaning, security, events, and retail support services.
**You are**:
An experienced leader, ideally within a Retail Security or Merchandising setting, you're able to balance customer needs with business goals and you know how to deliver service solutions that enhance business value. Capable of supporting and developing your team to achieve excellent results, you thrive on challenge and embrace change. You are an expert, but you never stop learning and evolving new ways of working, having a direct impact on improving the performance of the business and the service to your customers across Retail Security and Retail Merchandising.
**Together we'll be**:

- Passionate about the wellbeing of everyone
- Putting our customers at the heart of everything we do
- Delivering on our promises - all the time
- Supporting everyone to be sector-based experts

**What you'll do**:
Reporting to the Managing Director (Security, Events & Retail North) as Head of Operations, you will be to ensure Carlisle Support Services successfully delivers its contractual operational and financial targets across the Retail contracts which have two distinct areas - Retail Security, and Retail Merchandising. You will ensure full compliance to customer's terms of business, service level agreements (SLA's), health and safety requirements and legislation associated with the delivery of this service.
This is a field-based role, with the main divisional offices in Liverpool and Manchester, and visits to other offices and client sites across the UK as and when required.
**Your Essential Responsibilities will involve these core elements**:

- Lead the Operational Management team - Security and Merchandising
- Lead contract development plans and ensure delivery of customer KPI's
- Lead the monthly review process and operational planning
- Oversee the resource development plan and resource planning process
- Lead service line development
- people, process, and technology
- Ensure service is delivered in line with financial targets
- Oversee the daily reporting process
- Lead the audit score improvement process
- Develop strong customer relationships to provide a platform for growth
- Keep updated with Retail Security technology and trends
- Keep updated with Retail Merchandising market trends and retail store development strategies
- Manage the budget with a view to exceeding financial targets
- Monitor the customer temp check scores
- Delivering customer account and sector growth

**What you'll need**:
**Some experience, skills, and qualificationsbut don't worry too much if you don't tick every box because we are great at developing our people to reach their full potential**:
**Qualifications, Skills & Experience**:

- Significant experience in Retail Security contracts and a strong understanding of Retail Operations in general
- Experience in leading £10m+ turnover contracts
- Strong people management skills and experience of leading and managing multiple teams across the UK
- Experience of working in a customer-driven service environment
- Natural ability to build strategic customer relationships
- An ability to problem-solve and demonstrate solution orientation
- A confident user of data and reporting tools
- Excellent communication skills
- Self-motivation and an ability to adapt to a changing environment
- A skilled influencer and able to work collaboratively
- Good organisational and time management skills, with the ability to manage conflicting priorities
- Driven by performance and results
- Competent user of IT systems
- Able to work unsociable hours if needed
- Must hold a full UK driving licence

**What we'll give you**:
The opportunity to grow and be your best self, to learn and develop through accredited training, to progress your career and to gain reward and recognition for excellence with Superstar and Core of Carlisle Awards. Some of our other benefits include:

- 4% matched pension (after qualifying period)
- Life Assurance 2x annual salary
- 23 days holiday rising to 25 after two years' service
- Health and Wellbeing Plans
- Discounts and Cashbacks
- Paid Volunteering days
- Employee Assistance Program
- Refer a Friend Scheme
- Cycle to Work Scheme

We're committed to continually developing and improving our package of pay and benefits, ensuring we continue to attract and retain the best people. We're also committed to providing ways to enhance the health, wellbeing, and quality of life for all our colleagues.

IHPRTAIL

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