Head of Retail in London

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.

The role involves leading and shaping our Store Portfolio across the UK, which includes 18 stores in total, as well as a retail support team, including a Senior Retail Manager and Retail Operations. You will also own the plan for channel growth.

• Responsible for transplanting the culture of the brand into the daily working lives of the store teams, obsessing over every detail of the customer journey.
• Establish a total service approach to retail, ensuring that each store behaves as part of a global network across all formats (Online / other stores and retail formats / other retailers).
• Ensure that the presentation and operation of our stores are maintained and efficient, creating excitement and loyalty.
• Represent retail as the key stakeholder during weekly and monthly leadership meetings, presenting information clearly, confidently and with purpose.
• Analysis and forecasting skills, capable of understanding performance of your direct reports and formulating plans to improve to, or above the levels expected.
• Ensure budgets and costs are managed in line with expectation, protecting the financial assets of the company in terms of the physical stores and stock holding.
• Take accountability for the overall P&L of your stores, alongside the halo effect on the total network.
• Deal with escalated customer issues, ensuring timely reactions and demonstrating customer first thinking.
• Hire, train and develop a team of highly motivated, high performing store managers.
• Strong influencing and collaboration skills, bridging the gap between stores and HQ.

Goals include:

• Develop and empower teams to embody Cubitts’ values and deliver exceptional service.
• 100% of retail and customer experience teams trained in brand and service standards.
• 90+ NPS rating across all channels.
• Own commercial performance and profitability of all stores.
• Achieve sales and P&L targets including store contribution margin.
• Maintain stock variance below 0.5% and store costs within budget.
• Build and lead a high performing team with a team engagement score of 85% in feedback or pulse surveys.
• Demonstrate 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.
• Agile and flexible to meet the needs of the business.
• 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 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: Permanent and full time.

Location: Stores/ Brewery Road.

Salary: £72,252.

Job grade: Head of Department- Level 2.

Reports to: Managing Director.