Head ofRetail Business
Job Description
Job Purpose
To lead and develop Saint Michael’s Retail Business to drive forward the ambitious sub-strategy, ensuring the required targets are achieved to contribute to the planned future of patient services at Saint Michaels and create a top selling sales culture.
Key Tasks
1. To lead and manage the implementation of the agreed Retail Sub- strategy, ensuring that each stage is effectively planned, and members of other teams are involved as necessary to ensure that Retail achieves it target contribution to Saint Michael’s income and a retail operation that is sustainable and fit for purpose.
2. Recruit, motivate and line manage members of the retail team in a positive, empowering style which supports them to provide high quality line management to their teams enabling the achievement of targets and high standard of retail operation. To seek support from HR as necessary to deal with issues as they arise.
3. To take responsibility for the development, operation and monitoring of the retail budgets, working closely with the Director of Funding and reporting on achievement and any corrective action promptly each month. Support each outlet to manage their own budget and proactively identify actions to ensure that they remain on target throughout the year.
4. To take responsibility to the continues operation of EPOS across the retail operation and supporting the maximising of Gift aid income through effective training and monitoring of standards
5. To lead on the development of new outlets using agreed tools to assess the viability of each potential property, and to ensure that any new leases are fully evaluated before being agreed. To maintain records of all leases to ensure that they are managed effectively in terms of notice period, break clauses and the division of responsibility between the landlord and Saint Michael’s.
6. To ensure the detailed and clear planning of all new outlets throughout the process supporting documentation and involvement of all contributing teams in the project planning and monitoring – including Support Services and IT.
7. To work with the Support Services Manager to agree an annual maintenance and refurbishment plan that meets the requirements of leases. To also manage and monitor the health and safety systems and checks across the retail operation working closely with the Support Services Manager to ensure that all necessary actions are carried out.
8. To work with the Education and Training Manager to develop the skills of the retail team, maximising the use of available funding to support them to achieve the highest standards of customer service, effective management of their teams, and day to day retail management.
9. To develop and review retail policies and procedures to provide clear, useful and understandable standards, procedures and guidance to the retail teams
10. Working with the members of the team and the Fundraising Volunteer Facilitator ensure the effective involvement, support and development of volunteers across the retail operation. To maintain effective communications with volunteers and briefing them of all planned developments and changes, encouraging buy in and involvement and supporting any performance or behavioural issues that arise.
11. To be part of the Senior Fundraising team, making a significant contribution to the achievement of outcomes in Saint Michael’s strategy and supporting sub-strategies.
To have a good understanding of fundraising law and health and safety in relation to locally organised fundraising and work in accordance with the hospice philosophy, recognised professional guidelines and the hospice commitment to equality of opportunity, diversity and collective responsibility.
The above is indicative of the role and may change from time to time in consultation with the post-holder, in line with the changing needs of the organisation.
Terms and Conditions
Responsible to:Director of Funding
Responsible for:Area Manager
Salary:Internal scale
Hours:37.5
Location:Saint Michael’s Premises
Head of Retail Business
Person Specification
Essential Education and Qualifications / Good general educationEssential Experience / Experience of working within a retail business at a senior level in either commercial or charity setting
Experience of driving forward a retail business strategic plan
Experience of managing or leading teams through growth and change
Experience of creating and driving forward a strong sales culture
Experience of managing projects or leading a new development
Essential Knowledge Skill / Ability to manage in an empowering style
Ability to influence and change culture
Ability to create and grow a sales culture
Understanding of change management processes and implementation of change.
Ability to think strategically
Excellent financial management skills including the ability to develop, manage, and produce forecasts for agreed budgets
Excellent organisational skills
Excellent task planning and ability to prioritise effectively
Understanding and skills in Project management
Understanding of retail property and leasing
Strong computer skills especially in using word, excel and powerpoint
Understanding and experience of EPOS
Ability to set effective deadlines and work to them
Excellent written and verbal communication skills
Understanding of health and safety
Ability to work positively with volunteers
Ability to network effectively
Effective risk and crisis management
Excellent interpersonal skills
Excellent collaborative working skills
Essential Attributes / Ability to work flexibly with some unsocial hours
Ability to work under pressure and to challenging targets
Full understanding of and strong commitment to confidentiality
Understanding of and commitment to equality of opportunity and diversity procedures