Job Purpose
The Optical Retail Store Manager is responsible for the overall management and commercial success of the optical store. The role involves leading the team to deliver exceptional customer service, achieving sales and profitability targets, ensuring clinical and operational excellence, maintaining compliance with industry regulations, and creating a positive working environment that supports employee development and customer satisfaction.
Key Responsibilities
Store Leadership
- Lead, motivate and develop a high-performing retail team.
- Foster a customer-focused culture centred on exceptional service.
- Conduct regular team meetings and performance reviews.
- Recruit, train and onboard new employees.
- Manage staff scheduling to ensure appropriate coverage.
Sales and Commercial Performance
- Deliver monthly, quarterly and annual sales targets.
- Monitor key performance indicators (KPIs) including: Revenue, Average transaction value, Second pair sales, Lens upgrades, Contact lens conversion, Accessories sales, Customer retention.
- Identify opportunities to increase sales and profitability.
- Implement local marketing initiatives and promotional campaigns.
Customer Experience
- Ensure every customer receives professional, friendly and personalised service.
- Resolve customer complaints promptly and effectively.
- Promote customer loyalty through exceptional service and aftercare.
- Maintain high standards throughout the customer journey.
Operational Management
- Ensure efficient day-to-day store operations.
- Maintain accurate inventory and stock control.
- Manage supplier orders and deliveries.
- Monitor stock levels to minimise shortages and overstocking.
- Ensure merchandising and displays are maintained to company standards.
Clinical Support
- Work collaboratively with optometrists, dispensing opticians and clinical staff.
- Support efficient appointment scheduling and clinic utilisation.
- Ensure dispensing standards meet professional and regulatory requirements.
- Promote compliance with professional and healthcare regulations.
Financial Management
- Manage store budgets and operating expenses.
- Control labour costs and stock expenditure.
- Analyse financial reports and implement actions to improve performance.
- Complete banking and cash handling procedures accurately.
Compliance
- Ensure compliance with all company policies and procedures.
- Maintain health and safety standards.
- Ensure GDPR and patient confidentiality requirements are met.
- Support compliance with optical industry regulations and professional standards.
Team Development
- Coach and mentor team members.
- Identify training and development needs.
- Support succession planning.
- Encourage continuous improvement and employee engagement.
Person Specification
Essential Qualifications
- GCSEs (or equivalent) including English and Mathematics.
- Experience in retail management.
- Experience leading and developing teams.
Desirable Qualifications
- Optical retail experience.
- Optical dispensing qualification (where applicable).
- Management qualification or equivalent leadership training.
Experience
Essential:
- Minimum 3 years' retail management experience.
- Proven success in achieving sales targets.
- Experience managing KPIs and business performance.
- Experience handling customer complaints.
- Staff recruitment, coaching and performance management.
Desirable:
- Experience within optical retail.
- Multi-site retail experience.
- Healthcare or regulated retail experience.
Knowledge
- Retail operations.
- Sales management.
- Customer service excellence.
- Inventory management.
- Budget control.
- Health and safety.
- Employment legislation.
- Data protection requirements.
Skills
- Strong leadership and coaching ability.
- Excellent communication skills.
- Commercial awareness.
- Analytical and problem-solving skills.
- Decision-making ability.
- Organisation and planning.
- Time management.
- Conflict resolution.
- IT literacy, including retail POS systems and Microsoft Office.
Personal Attributes
- Customer-focused.
- Professional and approachable.
- Energetic & Results-driven.
- Positive attitude.
- High level of integrity.
- Adaptable and resilient.
- Detail-oriented.
- Able to work under pressure.
- Committed to continuous improvement.
Key Performance Indicators (KPIs)
- Sales revenue achievement.
- Gross profit margin.
- Customer satisfaction scores.
- Net Promoter Score (NPS) where applicable.
- Staff retention.
- Employee engagement.
- Clinical appointment utilisation.
- Average transaction value.
- Lens enhancement conversion.
- Contact lens sales growth.
- Stock accuracy.
- Shrinkage levels.
- Compliance audit scores.
Working Hours
- Full-time, including weekends and late evenings as required.
- Flexibility to meet the needs of the business.
Benefits
- Competitive salary.
- Performance-related bonus.
- Pension scheme.
- Staff discount.
- Professional development opportunities.
- Annual leave entitlement.
Pay: From £35,000.00 per year
Benefits:
Experience:
- Retail management: 3 years (required)
Work Location: In person
