Store Sales and Smiles Manager

Fixed Term Contract - 18 months 

From £52,000 to £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 Store Sales and Smiles Manager and you’ll be a big part of this. 

At the heart of transforming B&Q’s sales culture, this role leads the design and delivery of sales and service capability programmes that build confidence, consistency, and commercial performance across every store.  

Translating strategy into clear, well‑governed rollouts, you’ll embed sustainable behavioural change on the shop floor—enabling brilliant customer experiences at scale 

Key Accountabilities / Responsibilities: 

• Embed MECC as a sustained way of working across stores, evolving the approach to ensure it remains relevant, effective, and fully embedded in colleague behaviours. 

• Own and enable product knowledge across the business to support customer confidence and commercial success.​ 

• Work closely with category teams, suppliers, and training departments to deliver tailored and engaging content 

• Ensure content is accessible, engaging, and tailored to different colleague roles.  

• Create a robust infrastructure to ensure a successful rollout across all categories  

• Work with the Technology team to develop new colleague learning solutions  

• Partner with Retail, Commercial, Reward, People, L&D, Customer and Technology teams to ensure initiatives are aligned, supported and embedded consistently. 

• Ensure structured timely communication for store colleagues and SSO  

• Track programme effectiveness through defined KPIs (e.g. conversion, customer metrics, engagement, product knowledge indicators), ensuring measurable commercial return. 

• Track programme P&L ensuring delivery to cost and quality expectations 

• Identify implementation risks early, proactively manage mitigation plans and escalate where required to maintain delivery pace. 

• Support the design and continuous improvement of sales and service-learning pathways, ensuring content remains practical, relevant and commercially focused. 

• Gather in-store feedback and performance insight to refine programmes, ensuring agility and responsiveness to operational realities. 

• Prepare communication packs ahead of steerco and working group sessions 

• Ensure the store Sales Culture strategy is aligned to the TradePoint proposition 

• Positive feedback from cross-functional teams and leadership regarding collaboration, strategy alignment, and execution.  

• Proven experience delivering large-scale sales, service or capability programmes across multi-site retail or customer-facing environments. 

• Experience in programme or project management, including structured planning, milestone management, governance reporting, risk mitigation financial analysis, cost tracking and preparation of benefits cases. 

• Confident stakeholder management across multiple functions with the ability to influence at varying levels of seniority. 

• Data-driven mindset, comfortable using performance insight to shape decision-making, track impact and continuously refine programmes. 

• Strong communication skills, able to simplify complexity and translate strategy into clear, actionable direction for operational teams. 

• Resilient and delivery-focused, with the ability to operate at pace, manage competing priorities and maintain momentum in large transformation environments. 

• Demonstrate agility - supporting delivery across all areas of the programme  

As part of a great team, you’ll be valued for who you are. We’re committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities. You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.

We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. 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! 

So we can support you during the application or interview process, please contact recruitment@b-and-q.co.uk for any recruitment adjustments.