Join Our Team

The Klondyke Group is seeking an experienced and commercially focused Head of Retail Operations to lead and manage our garden centre operations across the UK. This is a senior leadership opportunity within a progressive and growing business, with gardening, lifestyle and food at the heart of everything we do.

This is a full time Head Office–based role; however, regular travel to individual garden centres across the UK will be an essential requirement of the position.

Our success is built on our values of Service, Respect, Teamwork, Passion and Community, and we are looking for a leader who will role-model these values every day.

As Head of Retail Operations, you will hold full accountability for the operational, commercial and people performance of all centres. Working closely with the Senior Executive Team, you will drive the Group’s strategy into effective operational delivery, ensuring consistently high standards are met along with strong financial performance and an excellent customer experience.

You will lead through a team of Regional Managers and Centre Managers, providing clear direction, support and challenge, while building a high-performing, engaged and values-led retail leadership team across the company.

Key Responsibilities

Retail & Commercial Performance (Service & Passion)

• Maintain consistently high retail standards across all centres, ensuring welcoming, well-presented and commercially focused environments that reflect pride and passion in what we do.
• Take full responsibility for the overall performance of all garden centres across the group, with clear ownership of sales, margin and profit delivery.
• Drive sustainable sales growth and margin improvement through strong operational execution.
• Deliver monthly retail budgets, forecasts and performance reviews, taking timely and supportive corrective action where required.
• Use data, insight and market awareness to identify opportunities to improve customer satisfaction and drive sales through excellent service.
• Liaise with concession partners and Head Office teams regarding lease agreements and contractual arrangements.

Operations & Stock Control (Teamwork & Respect)

• Act as the key liaison between Buying and Operations, working collaboratively to ensure ranges and setup packs are effectively implemented, stock flows are optimised and availability meets customer expectations.
• Work closely with the Group Profit Protection Manager to control waste and shrinkage, embedding best practice in stock control, goods-in processes and loss prevention through coaching and support.
• Liaise with the Group Health & Safety Manager and Group HR Manager to ensure policies are consistently followed, supporting managers to maintain legally compliant, safe and positive workplaces.

Marketing & Customer Experience (Service & Community)

• Work in partnership with the Marketing team to ensure campaigns, promotions and seasonal activity are consistently and effectively delivered in-store.
• Champion a customer-first approach, ensuring every centre offers a warm, welcoming and engaging experience.
• Encourage centres to reflect and connect with their local communities, strengthening loyalty and long-term customer relationships.
• Monitor customer feedback, insight and trends, supporting managers to implement improvements and share best practice across the group.

Leadership & People Management (Respect, Teamwork & Passion)

• Lead, coach and develop Regional Managers and Centre Managers to deliver strong operational results and inspirational, values-led leadership.
• Create a culture of teamwork, accountability and continuous improvement across the retail estate.
• Support succession planning and talent development, identifying and nurturing future leaders within the business.
• Act as a visible, approachable and supportive leader, building trust, respect and strong relationships at all levels of the organisation.

What We’re Looking For

Experience & Skills

• A highly experienced, commercially focused retail leader with proven multi-site responsibility.
• A strong track record of driving sales growth, improving profitability and leading large, complex retail teams.
• In-depth understanding of retail operations, stock control, labour planning and cost management.
• Experience working collaboratively with buying, marketing and support functions to deliver commercial success.
• Comfortable operating at Senior Leadership level, influencing and contributing to wider business strategy.

Personal Attributes

• Passionate and knowledgeable about Garden Centre retail.
• A values-driven leader who naturally demonstrates service, respect and teamwork in everything they do.
• An inspirational and approachable manager who enjoys coaching, developing and supporting others to succeed.
• A confident and clear communicator, able to engage and influence stakeholders at all levels.
• Hands-on, visible and results-driven, with a positive, resilient and professional leadership style.
• Highly organised and adaptable, comfortable managing the pace and complexity of a seasonal retail business.