Job Introduction Selfridges today is more than just the sum of its products – it’s a shopping experience that promises to surprise, amaze and amuse its customers by delivering extraordinary customer experiences. Our people are central to us achieving this. Role Responsibility Define and continually refine the workforce planning process ensuring that customer and team member experience is at the forefront of decisions. This will be achieved through the: Creation & management of workforce planning team In conjunction with the Retail Ops team create the Strategy for workforce planning in Selfridges Coach and develop workforce planning team Ensure objectives and goals are set Production of workforce plans Creation of labour standards by department Vacancy requisition approvals Head count demand planning Peak planning Continuous process improvement Identifying and solving workforce related business issues Analysis of operational performance Consulting on proposed changes to operations, e.g. new spaces, new product/concepts Ownership and management of Workforce Management (WFM) system (Reflexis) Manage the creation, maintenance and continued development of system configuration Ensure business appropriate reporting is produced by the WFM Team Management of updates within core WFM systems The Ideal Candidate KEY COMPETENCIES Coaching and team management Project management including stakeholder management Experience of partnering/consulting with operations teams Development of workforce plans (head count planning, scheduling) Experienced in the use of scheduling tools Commercially astute and customer focused Good communication/interpersonal skills, with the ability to influence decision making Resilient, able to work effectively under pressure, manage a diverse and competing workload ensuring deadlines are met Advanced Excel analytical & modelling skills Flexible and open to change