338: Making Change Stick for Frontline Retail Teams

Retail Transformation Show with Oliver Banks

Change is the only constant in retail, yet driving it through vast, multi-site operations poses unique challenges. In this episode, Oliver Banks sits down with Darren Kay, a veteran retail leader with companies like Debenhams, Poundland and now Hobbycraf, to unpack how to deliver meaningful, sustainable change on the frontline. From aligning dispersed teams and balancing “business as usual” with transformation, to the power of clear communication and two-way dialogue, Darren shares hard-won lessons for embedding change as a daily habit rather than a disruptive project.

Listen to this podcast episode to hear:

• Learn how clear, honest “why” messaging secures frontline buy-in and bridges the gap between strategy and store-floor action.
• Understand the role of inclusive, cross-functional teams in overcoming geographic and organisational silos.
• Explore practical ways to prioritise change initiatives so they nest seamlessly within day-to-day operations.

The show notes are at www.obandco.uk/338.