Role Purpose

As the Head of Department (Commerce) at Leroy Merlin, you will take the lead in shaping and driving the department’s commercial strategy while delivering outstanding merchandising standards and a truly customer-centric culture. You will inspire and guide your team to optimise product offerings, ensure smooth and efficient operations, and create exceptional customer experiences.

Key Responsibilities

• Lead, organise, and manage the department to ensure excellent customer relationships and high store standards

• Drive team engagement, development, and performance through coaching and continuous feedback

• Empower team members to take initiative and foster a culture of ownership and continuous learning

• Build and maintain strong relationships with key customers, including organising client engagement initiatives

• Gather and analyse customer feedback to identify opportunities for improvement and innovation

• Collaborate with sales teams to introduce new services and enhance overall performance

• Ensure service offerings are clearly defined, visible, and consistently delivered across all channels

• Implement targeted actions to strengthen customer engagement and loyalty

• Ensure efficient, accurate, and reliable checkout and payment processes

• Conduct regular audits and implement action plans to drive continuous improvement

• Optimise resource allocation and proactively manage operational risks

• Lead cross-functional collaboration to improve customer experience and operational performance

• Implement and maintain safety protocols, conducting regular risk assessments

• Promote a safe and secure environment for both customers and employees

• Ensure compliance with internal controls, including stock management and loss prevention procedures

• Support adherence to all company policies and regulatory requirements

Qualification and Experience

• Grade 12 or NQF Level 4 qualification (minimum requirement)

• A tertiary qualification in Retail Management or a related field will be advantageous

• Proven experience in a customer-focused leadership role, preferably within retail or a similar environment

• Strong analytical and decision-making capabilities, with the ability to interpret data and drive continuous improvement