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. 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

Reporting into Cubitts Managing Director, you will be responsible for 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. 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. We believe that each store is a critical point of contact for customers and potential customers, but your role is to ensure that it 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.

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. Analysis and forecasting skills, you should be capable of understanding performance of your direct reports and formulating plans to improve to, or above the levels expected. You will be expected to provide forecasts and feedback to assist with financial planning at any time.

• Sales Trends
• Labour Models
• Opex and Capex

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 within. Take accountability for the overall P+L of your stores, alongside the halo effect on the total network. 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, who in turn can build high performing teams. Strong influencing and collaboration skills, bridging the gap between stores and HQ, promoting and fostering productive relationships.

Goals

• 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 building an enviable portfolio that has significant contribution to the overall business.
• 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.
• Team engagement score of 85% in feedback or pulse surveys.
• 100% of team members achieving performance targets or showing quarter-on-quarter improvement.
• Demonstrated succession readiness through identifying internal and external talent pipeline with the ability to recruit into role right first time.

Our Values

We expect everyone at Cubitts — from our newest recruits to our longest-serving leaders — to live and breathe these values. That’s how we build something exceptional, together.

• 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. We’re open, honest, and transparent — from pay to performance to power.
• Relentlessly obsess about the customer: Do what’s right for them, not for us. Never upsell. Ever. No politics. No favourites.
• Proud: We take our work seriously, because it matters. We care about the details. We care about doing things properly. We never settle for "good enough". No shortcuts. No sloppiness. Everything we make, everything we do, should be unreasonably good. That’s the standard. Sweat the details. Obsess over the simple. Simplicity is harder — and worth it. We take pride in everything we do, even when we’re fatigued.
• Pioneers: We are here to improve, not maintain the status quo. We challenge assumptions, celebrate curiosity, and see failure as fuel. We take initiative, not instructions. A brilliant idea you never act on is exactly the same as having no idea at all. Don’t wait. Do it now.

Requirements

• 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 and positively influence.
• 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 both managing under performers and high performing team members.
• Experience in new store openings, identifying locations, demonstrating ROI analysis and presenting concepts for Board sign off.
• Aligned and energised by our core values; Proud, Pioneering and For All.

Benefits

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.