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Head of Operations

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Role area:
Retail HO & District Managers
Contract type:
Full Time
Hammersmith Office
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Reporting Line: Director GB Retail

Job Location: Hammersmith Head Office / field based

Role Overview/Purpose:

Reporting to the Director of GB Retail, the role of a Head of Retail Operations will be responsible for c 50% of the retail estate of 354 shops across GB, as well as the continued profitable development of the estate. With current headcount in excess of 1800 people the Head of Operations will drive continuous improvement in operational excellence across their Region as well as the entire GB Retail business. The role will have full P&L responsibility for up to half of the estate and will provide leadership to a group of 7-8 District Managers and ensure all operational and strategic plans are executed and delivered to the high standards we demand. The role will ensure that we continue to drive improvement and change through our estate while getting the full support and engagement of relevant Head Office functions at all times.

Key Responsibilities


  • Ensure our shops present every part of our proposition in the most compelling way to our customers
  • Provide the conduit between our customers and support functions by continuously gathering, filtering and communicating meaningful customer insight to aid future development of the business and our product offer
  • Drive and deliver market share growth in each local market
  • Implement customer service standards with consistency, continually improving our consumer facing proposition
  • Build a greater understanding of competitor activity, developing and leading operational responses to changes in the competitive landscape
  • Proactively look for changes in political, economic, social and/or technological developments or trends that would influence customer activity


  • Leading, developing and training the highest quality Operations team in the industry
  • Ensuring we hire the right people at all levels in shops
  • Delivering people stability both short and long term for our customers by ensuring the right teams are always in the right shop without movement
  • Deliver continual development and improvements in how we ensure we have the best Shop Manager for every local market in the Region
  • Provide leadership and personal development to a team of District Managers
  • Develop a strong internal and external talent pipeline at all levels within their Region, creating a culture of internal progression
  • Challenge existing processes, embed PPB values, behaviours and ways of working to deliver an improvement focused culture
  • Cascade strategic developments, commercial priorities and business wide initiatives to District Managers to keep them well informed of changes across the wider network


  • Ensure our shops open and close on time, are clean and comfortable for customers, are fully compliant with marketing guidelines and have our full product suite available to our customers at all times
  • Ensure our shops have the right offers to compete in their local market and respond effectively to local competitor activity
  • Engage with and challenge support functions to provide expertise and knowledge to improve Regional performance
  • Ensure swift and complete responses to urgent operational issues and deliver compliance with licensing requirements
  • Provide Operational field presence that mimics customer needs – e.g. Shop Managers and District Managers are in shops at key periods
  • Drive the Operations functions through continual focus and improvement in underperforming shops, new openings and product launches
  • Shop Presentation – Consistent High standard of Presentations including Screens Audio, Shop Presentation – Implement consistent standards across the GB Estate
  • Ensure consistent excellent execution of Marketing Campaigns, New Product Launches and all in shop activity


  • Deliver the Regional P&L budget
  • Deliver optimal working patterns while Identifying and executing against new efficiencies
  • Develop and deliver stretching profit plans for the Region
  • Prioritise opportunities based on profit impact
  • Drive a ‘cost and profit’ culture across the region
  • Ensuring appropriate demand side management of shop operating costs
  • Deliver Return on Investment for shop Investment Program

The Head of Operations should have a consistent presence in shops with 2-3 days a week in the field. Every visit should be used to improve local performance but also to generate insights that drive improvement in the overall business. They should also be seen in the wider business as an expert on the retail betting sector, devising strategies from customer insight, site visits in the same and adjacent sectors, new retail technologies and competitor public updates.

Estate Wide Responsibilities – estate wide

In addition to regional responsibilities the Head of Operations will also have an estate wide remit on key areas of the business; these may evolve and change over time. They will be expected to deliver against these but also continually develop and implement ideas on how we improve all areas of the business.

Building and managing key relationships and working cross functionally with other functions to drive Retail priorities

  • Irish Retail – Work closely with the Irish Retail management team to share best practice and align key strategies where appropriate
  • HR – Develop a consistent approach across GB Retail in relation to employment, Improved training (product knowledge and service), improving recruitment (speed, quality, contingency)
  • Risk – Ensuring the balance between, leading in Customer Value perception, gross win margin optimisation and the right approach to restricting customers is taken
  • Embed Responsible Gaming Process e.g. Think 21 within Retail team
  • Compliance with Regulatory obligations and lead key strategic regulatory issues for the GB business
  • Technology
  • ensure critical technology issues are escalated and dealt with quickly and completely, inputting into decisions on how to improve technology provision to shops
  • Finance – Ensuring finance provides the requisite support to the operations functions that provides the business with the right information for decision making
  • Marketing / Brand – Execution of Brand initiates via shops consistently to a high standard
  • Omnichannel – Execution of a multichannel approach in GB Retail
  • Security – Adhering to bet acceptance and all work processes and procedures.

Behavioural Competencies

Leadership and Development

  • Able to motivate District Managers to work for them in an engaged manner
  • Develops a strong internal talent pipeline
  • Is a role model for the Paddy Power brand, internally and externally

Prioritising, Planning and Delivering

  • Is able to plan and deliver projects to timelines
  • Ensures that their team adopt a planned approach to their workload including frequency, quality and agenda of shop visits
  • Sharp and commercially savvy
  • Demonstrates attention to detail at all operational levels

Ability to interpret data

  • Is able to review large volumes of data and identify trends
  • Can correlate what is seen through reporting against what is seen in shops
  • Reviews and monitors reporting by exception, identifying trends and takes corrective action where necessary
  • Pro-actively monitors competitor activity and takes action

Impact in the field

  • Constantly reviews what our customers see and acts on it so to make positive changes
  • Able to correctly identify incorrect shop operations and takes the correct action
  • Actively develops their direct reports to improve their command of the detail
  • Highly visible in shops


  • Demonstrates the drive and ownership to fix issues as they arise and see them through to completion
  • Accountable and resilient
  • Able to work under pressure