Head of Retail Operations

Bayne’s the Family Bakers are a family owned business with a wonderful traditional heritage and a modern outlook. Established in 1954, they employ 400 staff across their 56 stores in Central Scotland and continue to expand. An opportunity has arisen for a Head of Retail Operations to join their senior management team, based at their Head Office and central bakery in Fife.

The Opportunity:

The role includes accountability for both operational delivery of the company’s broader commercial agenda, with a key role in developing a leading brand that customers love.

This is a key leadership position in the organisation, acting as a figurehead to retail team and responsible for the largest headcount in the business. Overseeing staffing levels, recruitment and training are a significant element of the role. There is a significant coaching focus, with a large proportion of time spent in stores every week with area managers. Development and implementation of commercial plans, leadership coaching and evolution of a strong ‘customer service focused culture’ will be key components of the role.

In driving performance you will be responsible for reviewing on-going business on quarterly, monthly, weekly and daily basis. Key KPIs that are measured and controlled by the role include; sales, transaction numbers, wastage, customer complaints, stock levels, cash, wage costs and ATV.

The role is responsible for the development and implementation of all strategic initiatives for the shops, including promotional strategy, seasonal events and wider marketing and social media activity.

Skills and Experience Required:

This position plays a critical role in the front line of the business, and the individual will be required to have a clear appreciation for the values and culture that drive the organisation (different to many of their competitors) in order to deliver the role effectively. Experience in an SME environment is therefore of interest, of greater importance is a high degree of emotional intelligence and understanding.

The business prides itself on the role it plays in the communities it serves, and they enjoy a loyal customer following. High standards of customer service and consistency within stores are key to maintaining their strong reputation. Candidate’s experience must therefore include a track record of providing leadership across to a large portfolio of stores, ideally in a best in class ‘food to go’ environment where brand and quality is of central importance.

Candidates experience must include the following:

• 10+ years in a senior role with a strong track record of personal accountability.
• Excellent knowledge of retail management, covering marketing strategy and activation, training and development, performance analysis, negotiation and operational improvement.
• A strong understanding of best practice, quality and health and safety standards within a food to go retail environment.
• A proven record of driving brand messaging, consistency of customer experience and staff development across a geographically dispersed portfolio of shops.
• An understanding the voice of the customer and translating this for the business. Capable of distilling brand values and driving performance of stores and people in line with this.

Personal style:

As a family owned business, the management brings a caring, values based approach to their people strategy. Candidates should be aligned to this, with a strong personal ethical and moral code.

Personal attributes sought include:

• Gravitas, able to influence and construct an engaging business case/argument.
• A critical eye for detail and passion for improvement in all aspects of retail.
• Straight forward, honest approach with a high level of communication skills.
• Personality which demonstrates energy and drive as well as good listening skills.
• A self starter, able to take the initiative and push projects forward but also highly consultative and comfortable with working with business owners.
• Willing to make a long term commitment to Bayne’s and grow your career with the business.

Interested applicants should apply via this advert or contact Louise Gibson at New Town Partnership on 0131 210 0020 for a confidential conversation. New Town Partnership are acting as exclusive retained advisors in regard to this opportunity on behalf of S.M Bayne and Co.