Head of Retail

Two thirds of the population wear spectacles. Half wear them every day. But the optical industry hasn’t changed in three centuries, products have become tired, and standards have become poor. Now we’re looking to change the spectacles industry for the better.

We’re looking for a brilliantly passionate and customer obsessed Head of Retail to help us deliver a world class experience across all of our channels. In this role you will create a customer centric culture that transcends the confines of a physical store. Ensure teams can build customer relationships based on an understanding of their lifestyle and priorities. Train, coach, and inspire our teams to deliver the purpose of the brand to our customers and potential customers.

It will be a challenge, but for the right person, it’s a rare chance to lead and contribute to something truly exceptional.

The role involves:

• Leading and shaping our Store Portfolio across the UK (18 stores in total) as well as a retail support team, which includes a Senior Retail Manager and Retail Operations.
• Owning the plan for channel growth.
• Transplanting the culture of the brand into the daily working lives of the store teams, obsessing over every detail of the customer journey.
• Establishing a total service approach to retail.
• Ensuring that the presentation and operation of our stores are maintained and efficient, creating excitement and loyalty.
• Executing against company initiatives and providing feedback on how to improve or adjust for particular locations through visual merchandising and store layouts.
• Representing retail as the key stakeholder during weekly and monthly leadership meetings, presenting information clearly, confidently and with purpose.
• Providing forecasts and feedback to assist with financial planning at any time.
• Managing budgets and costs in line with expectations.
• Dealing with escalated customer issues, ensuring we are reacting in a timely manner and demonstrating customer first thinking.
• Hiring, training and developing a team of highly motivated, high performing store managers.
• Bridging the gap between stores and HQ, promoting and fostering productive relationships.

Goals include:

• Developing and empowering teams to embody Cubitts’ values and deliver exceptional service.
• Achieving a 90+ NPS rating across all channels.
• Owning commercial performance and profitability of all stores.
• Maintaining stock variance below 0.5% and store costs within budget.
• Building and leading a high performing team with a team engagement score of 85% in feedback or pulse surveys.
• Demonstrating succession readiness through identifying internal and external talent pipeline.

Our Values:

• For All: We treat everyone with respect, warmth, and zero ego. We believe good ideas can come from anyone, and everyone deserves to be heard.
• Proud: We take our work seriously, because it matters. We care about the details and doing things properly.
• Pioneers: We are here to improve, not maintain the status quo. We challenge assumptions and celebrate curiosity.

Who you are:

• Proactive and energetic, someone who loves working at a fast pace and independently.
• Hands on, values being in store more than the office.
• Excellent communicator able to build relationships with internal stakeholders.
• Decisive and able to act quickly for positive impact.
• Able to delegate and empower teams for greater accountability.
• Obsessed and passionate about customer experience.
• Committed to developing your team and proven success of managing both under performers and high performing team members.
• Experience in new store openings and presenting concepts for Board sign off.
• Aligned and energised by our core values; Proud, Pioneering and For All.

Some nice things you’ll get:

• Complimentary spectacles, eye examinations and generous discounts.
• Option to buy and sell holiday.
• Paid time away for the important moments in life.
• Annual season ticket loan.
• Cycle to work scheme.
• Aviva life assurance and Digicare+.
• Subscription to Champion Health.
• Unlimited You Can Now Business Skills Training.

Contract Type: The role is permanent and full time.

Location: Stores/ Brewery Road

Salary: £72,252

Job grade: Head of Department- Level 2

Reports to: Managing Director