Head of Retail – Optical & Audiology

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.

Their 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.

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.

• 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.

• 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.

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.