Head of Retail Excellence & Capability

Role overview

This position is responsible for shaping and improving the standards, processes, and capability structures that support retail execution across the full customer journey. The role sits in Munich, Bavaria, Germany and is a full-time, onsite opportunity.

Key responsibilities

• Create, refine, and maintain retail operating standards, playbooks, and best practices that support every stage of the customer journey.
• Set up and manage governance, audit, and compliance mechanisms to keep retail execution consistent across locations.
• Run the retail performance framework, including KPIs, scorecards, reporting, and regular business reviews.
• Spot performance shortfalls and drive improvement actions that strengthen conversion, productivity, customer experience, and operating efficiency.
• Design and implement the retail capability roadmap, covering onboarding, certification, leadership development, and ongoing learning.
• Lead readiness and adoption efforts for new products, services, systems, customer journeys, and wider business initiatives.
• Represent retail by gathering frontline insights and converting them into practical operational changes and strategic recommendations.
• Work closely with market leaders and cross-functional partners to build accountability, continuous improvement, and execution discipline.

Candidate profile

• Substantial experience in retail excellence, sales excellence, operations, or capability roles within automotive, retail, or similar multi-site customer-facing businesses.
• Proven ability to create and scale operational standards, performance systems, and capability programmes across multiple sites or markets.
• Strong knowledge of retail operations, customer experience, performance tracking, and organisational capability building.
• Comfort working with data and turning insights into actions that improve business results.
• Excellent stakeholder management and influencing skills, with experience aligning diverse teams and senior leaders.
• Demonstrated success in leading change, adopting new ways of working, and delivering in fast-moving, high-growth settings.
• Strong programme management skills and a practical, action-oriented mindset.
• A customer-first, commercially aware approach with a passion for building high-performing teams and cultures.

Additional information

Location: Munich, Bavaria, Germany. Employment type: full-time. Work arrangement: onsite.

No salary, stipend, opening count, start date, application deadline, or duration details were provided.