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.

• 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.

• 100% of retail and customer experience teams trained in brand and service standards
• 90+ NPS rating across all channels

• Achieve sales and P&L targets including store contribution margin.
• Maintain stock variance below 0.5% and store costs within budget

• 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.

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.

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.

We take our work seriously, because it matters.

We care about the details. We care about doing things…