Head of Retail
Contract: Healthcare
Location: London, E14 9SH
Hours of work: 37.5
Contract Type: Permanent
The Head of Retail for Healthcare is responsible for directing and delivering the overarching retail food strategy within the Healthcare segment, in partnership with the operational leadership teams responsible for service delivery.
This is a matrix role that ensures alignment with organisational objectives while maintaining a consistent focus on site-level operational excellence.
Job Description
This role oversees the execution of the Healthcare food retail offer across the estate and has the authority to recommend strategic changes that enhance capability, performance, and profitability to both Healthcare leadership and central Operations Performance teams.
The role requires a strong focus on financial stewardship, stakeholder engagement, and compliance with industry regulations, while driving a culture of retail excellence and customer satisfaction.
Key Responsibilities
* Develop and execute retail strategies aligned with healthcare objectives, driving improved site-level performance.
* Oversee budgets, P&L performance, and financial targets to maximise profitability across retail sites.
* Inspire and lead teams to uphold quality standards, regulatory compliance, and high levels of customer engagement.
* Work closely with sales, culinary, and marketing teams to optimise product ranges and service quality.
* Analyse key performance metrics, identify areas for improvement, and implement effective solutions.
* Deliver initiatives focused on customer satisfaction, retention, and positive brand perception.
* Ensure adherence to health, safety, and regulatory standards, promoting a strong culture of compliance.
Professional and Personal Competencies/Qualifications
* Significant experience in a senior leadership role within the retail or food service industry, with a strong understanding of operational standards and best practices that drive customer satisfaction and business growth.
* Previous experience in a matrix management role is advantageous.
* Proven track record of developing and executing short- and long-term strategies, aligned to broader business objectives, with the agility to adapt to changing market demands.
* Demonstrated ability to build and maintain strong relationships with internal and external stakeholders, including senior leadership, suppliers, and franchise partners, fostering collaboration to achieve shared goals.
* Highly skilled in P&L management, budget planning, and cost optimisation, balancing financial performance with a focus on customer experience and operational efficiency.
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com