At a Glance
- Tasks: Lead and inspire retail operations across multiple branches, driving sales and customer satisfaction.
- Company: Duncan and Todd, Scotland's leading sight and hearing care specialists with over 50 years of experience.
- Benefits: Flexible location, opportunity for impact, and a chance to be part of a growing team.
- Other info: Exciting opportunity to travel and engage with teams across Scotland.
- Why this job: Join a dynamic company during a period of growth and make a real difference in communities.
- Qualifications: Proven multi-site retail leadership experience and strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
Duncan and Todd are the leading sight and hearing care specialists in Scotland. In operation for over 50 years, the Group encompasses over 40 retail branches, a multi-million pound ophthalmic lens manufacturing laboratory, and a corporate eyecare provision. The group is committed to providing the very best of care and service to its communities. Our aim since day one has always been to provide accessible, professional, quality eye and hearing care to local communities – irrespective of whether you live in a city or rural location, and with 43 practices across Scotland there will be one near you.
About the Role:
They are looking for a Head of Retail who will be accountable for leading a multi-site retail operation across Optical and Audiology branches, ensuring each location is effectively resourced, well-led and consistently delivering against commercial, clinical and customer outcomes. The role reports to the Chief Commercial Officer and is responsible for driving sales and profitability, maintaining high standards of patient and customer care, and embedding a consistent operating model across the branch network.
Key responsibilities:
- Lead day-to-day retail operations across all branches, ensuring consistent execution of the operating model.
- Set and deliver branch performance objectives across sales, profitability, customer service and operational standards.
- Ensure consistency in branch presentation, visual merchandising and operational standards.
- Lead, coach and develop Hub Managers, Branch Managers and their teams to deliver strong operational and commercial outcomes.
- Build a high-performance culture focused on accountability, customer care, clinical excellence and continuous improvement.
- Use customer insight and feedback to identify opportunities to enhance service, proposition and branch performance.
- Ensure branches operate in line with agreed clinical, regulatory, health and safety, and company standards, working closely with key stakeholders responsible for setting and overseeing those requirements.
- Monitor branch P&L performance and take action to improve profitability and operational efficiency.
Candidates Requirements:
- Proven experience leading multi-site retail operations and delivering commercial results.
- Strong leadership capability with the ability to coach, influence and inspire high-performing teams.
- Excellent communication and stakeholder management skills, with the ability to build credibility across functions.
- Strong understanding of customer experience, service excellence and operational performance drivers.
- Commercially astute, with experience of using data and insight to drive decisions and results.
- Able to lead change, embed consistency and deliver continuous improvement across a distributed operation.
Candidates are likely to bring significant experience in multi-site retail leadership and we are open to backgrounds from across the retail sector.
The Opportunity:
This is an exciting time to join D&T as we go through huge growth and transition, and you will have the opportunity to really make an impact and be part of our journey. You will spend time in the field, travelling across our national branch network. Location is flexible, with at least 1 day a week required in our Aberdeen HQ.
Head of Retail employer: FWB
Duncan and Todd is an exceptional employer, offering a dynamic work environment where you can lead a multi-site retail operation in the heart of Scotland. With over 50 years of experience, the company prioritises employee growth through coaching and development opportunities, fostering a high-performance culture that values accountability and customer care. Join us in making a meaningful impact on local communities while enjoying the benefits of flexible working arrangements and a commitment to excellence in eye and hearing care.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Retail
✨Get Your Retail Game On
Start by getting to know the local retail scene. Make a list of stores that align with your vibe and visit them. You'll be surprised at how many job openings come from chatting with staff or managers in-store. Plus, showing that you have a genuine interest in their brand can make you stand out when applying for that full-time role!
✨Join Retail Networks and Forums
Tap into retail-specific communities and forums, whether online or in-person. Platforms like Retail Week or local retail meetups can provide invaluable insights and connections. You never know who might drop a tip about an upcoming job at companies like FWB, so don’t miss out on building those relationships!
✨Be Ready for Busy Season Opportunities
Keep your eyes peeled for seasonal hiring windows, especially in the run-up to major shopping periods. Retailers often look for full-time staff to carry through busy times and may even keep you on after the season. Stay proactive by regularly checking in with your favourite retailers about their hiring plans.
✨Show Off Your Customer Service Skills
Retail’s all about customer interactions, so make sure you showcase any relevant experience in your conversations and interviews. Share specific examples of your customer service skills and how they’ve led to positive outcomes. This is your moment to shine when applying to roles at places like FWB!
We think you need these skills to ace Head of Retail
Some tips for your application 🫡
Show Off Your Customer Service Skills:In retail, customer service is key! Make sure your CV highlights any experience where you've dealt with customers, whether it’s resolving issues or enhancing the shopping experience. Use concrete examples to demonstrate your problem-solving skills and ability to handle difficult situations with ease.
Tailor Your CV for Retail:When applying for a full-time role like this one at FWB, customise your CV to reflect retail-specific buzzwords. Include any relevant skills such as inventory management or visual merchandising, and if you have experience with POS systems, shout about it! This will show you’re serious about joining the retail team.
Craft a Genuine Cover Letter:Don’t just repeat your CV in your cover letter! Use it as a chance to explain why you're excited about the opportunity at FWB and how your values align with their brand. Mention specific aspects of the company that resonate with you and let your enthusiasm shine through!
Highlight Your Adaptability:In retail, things can get busy and unpredictable, so demonstrate how adaptable and flexible you are. Share examples of times you've had to adjust your approach on the fly or take on new responsibilities. This will show FWB that you’re ready to jump in and contribute right away!
How to prepare for a job interview at FWB
✨Show Off Your Customer Service Skills
Retail is all about providing an exceptional customer experience, so be ready to discuss your past customer service stories. We should have examples on hand of how we've handled difficult situations or gone above and beyond to meet a customer's needs. These anecdotes will bring your application to life!
✨Familiarity with Point of Sale Systems
Many retail roles require us to work with Point of Sale (POS) systems, so it's a good idea to brush up on any relevant software you’ve used before. If you’re familiar with systems like Shopify or Square, don’t forget to mention this during the interview. Highlighting technical proficiency can set us apart from other candidates!
✨Understand Product Knowledge
Be prepared to discuss the products that the store sells and how we can contribute to their sales. Showing enthusiasm for the products and a willingness to learn can impress interviewers. We should research popular items or trends in the industry before the interview, so we can speak confidently about them.
✨Be Ready for Role-Playing Scenarios
Many retail interviews include role-playing scenarios where we might have to deal with a difficult customer or upsell a product. Practising these scenarios with a friend or family member can help us feel more comfortable. The key here is to showcase our problem-solving skills and ability to remain calm under pressure!
