March 2017

Dear Applicant

Retail Development Manager

Thank you for your enquiry about the above post. Please find enclosed an application pack consisting of the following documents:

-Job Description & Person Specification

-Application form

Please complete the application form and return it either by email or by post to Rebecca Morrison, HR Adviser, Ardgowan Hospice, 12 Nelson Street, Greenock PA15 1TS. Email: , Tel: 01475-726830.

The closing date for applications is 9am on Monday 27 March 2017 with interviews being held on Tuesday 18 April 2017.

Yours faithfully

Ardgowan Hospice

ARDGOWAN HOSPICE
JOB DESCRIPTION

1.JOB IDENTIFICATION

Job Title: / Retail Development Manager
Responsible to: / Head of Development
Department: / Development
No of Job Holders: / 1
Last Update: / March 2017

2. JOB PURPOSE

To support and develop Ardgowan Hospice retail channel, shops and online, across Inverclyde in order to maximise income and return on investment to fund hospice care services. To explore new, profitable trading opportunities to increase profitability through the retail channel.
3. DIMENSIONS
To achieve its aims, Ardgowan Hospice must raise over £2million in voluntary income per year.
Charitable donations allow the organisation to provide high quality care services for those living with a life limiting illness, and their families. The Development team is responsible for ensuring this is achieved.
The post holder is directly responsible to the Head of Development and the role will primarily focus on Retail but will also support other key areas of activity and colleagues within the Development Team and other teams within the Hospice.
The Retail Development Manager is expected to achieve an annual income target.
The role will also involve recruiting, managing, leading and supporting staff, volunteers and external partners.

4. ORGANISATIONAL POSITION

5. ROLE OF DEPARTMENT

The Development department is responsible for maintaining a high profile of the hospice through marketing and external communications and for generating voluntary income for the hospice. This is achieved through the key activity areas:
i) Retail
ii) Events
iii) Corporate Partnerships
iv) Trusts and Foundations
v) Community Groups and Associations
vi) Individual Supporters
vii) Legacies
viii) Lottery
This role will principally lead income streams on i, iii and v and will support the other streams as appropriate.

6. KEY RESULT AREAS

Strategy, Planning and Budgeting
  1. Lead the strategic and operational planning, budgeting and continuous development of Ardgowan Hospice’s retail operations and support the strategic and operational planning as required.
  2. Plan, monitor and manage all retail budgets to maximise profit and return on investment, and ensure efficient and effective use of resources.
  3. Keep up to date with developments in the sector and, in particular, with charity retailing legislation and good practice, ensuring all retail operations are compliant with legislation and with Ardgowan Hospice guidelines and codes of conduct as required.
Operational Management and Development
  1. Initiate, develop and implement appropriate opportunities to deliver the Ardgowan Hospice Retail Strategy and maximise profitability from shops and online channels.
  2. Plan and manage all aspects of property search, business casing, shop fitting, property management, stock generation, opening, etc., for all hospice shops ensuring that all fixtures and fittings are researched and procured to achieve high quality and maximum cost efficiency.
  3. To monitor and report regularly on the performance of Ardgowan Hospice retail channels, and work with the community shop supervisors and volunteer teams to maximise profitability.
  4. Implement Gift Aid and other initiatives, as appropriate, in all outlets, training and supporting the community shop supervisors and volunteer teams accordingly.
  5. Monitor charity retail developments and evaluate Ardgowan Hospice retail performance in order to recommend and implement improvements to achieve maximum return investment.
  6. Assist and support community shop supervisors to develop high merchandising standards.
  7. Support retail teams to accurately manage and reconcile income and budgets.
  8. Maximise net income from retail operations in order to ensure that Ardgowan Hospice can fund current and planned service levels.
  9. Interrogate the current shop and eBay budgets to identify and act upon areas where income performance could be improved and where cost efficiencies can be achieved.
  10. Ensure that effective/efficient tracking and monitoring processes are in place to appraise income and profit contribution performance so that any issues can be addressed quickly and consistently.
  11. Explore and develop POS and other income stream opportunities including potential collaboration with Hospice fundraising activities and specialist third party suppliers.
  12. Design and implement an effective logistics and stock generation and management strategy.
Brand and Communications
  1. Work with the Development team to ensure brand consistency across all stores and that all opportunities to showcase the work of the organisation are optimised.
  2. Research what customers and donors want from Ardgowan Hospice shops, ensure that their needs are met and that customer service levels are exemplary
  3. Coach community shop supervisors and volunteers about the importance of maintaining brand consistency through best practice operational disciplines and ensure and encourage their ‘buy in’ to wider hospice initiatives
  4. Ensure that POS initiatives are delivered to achieve desired targets and income budgets.
  5. Represent Ardgowan Hospice at regional and national network groups and conferences as required.
  6. Ensure all retail teams are kept informed of hospice work through the implementation and delivery of regular communications.

Leadership, Management and Development
  1. Provide visible and confident leadership to staff, customers, donors, volunteers and partner organisations.
  2. Provide effective operational leadership and management for the retail teams, providing challenge, direction and management support, including positive mentoring and guidance to help shape the future of Ardgowan Hospice Retail operation.
  3. Ensure that processes are in place to better manage the implementation and measurement of performance target improvements including relevant audit, safety, security, efficiency, cost and effectiveness expectations.
  4. Review all retail KPIs, ensuring that best practice is shared and poor performance challenged.
  5. Carry out work reviews and annual appraisals for direct reports and ensure that all members of the Retail team receive high levels of support from their line managers.
  6. In collaboration with the Head of People and Transformation review existing HR processes across the retail function, including recruitment and selection, induction and training provision
  7. Inspire, inform and motivate all staff and volunteers in order to develop high performing teams in all outlets.
  8. Identify and provide relevant training and support for community shop supervisors and volunteer teams, including; customer service, stock generation and management, pricing and financial management.
  9. Ensure all shops have an up-to-date set of procedures manuals, and all outlets comply with relevant legislation and good practice.
Other
  1. The post holder will also be expected to carry out any other reasonable duties as are commensurate with the grade of this post.
  2. The post holder must have access to their own transport.
Responsibilities for all employees:
  1. Operate at all times within the Ardgowan Hospice values.
  2. Work constructively and collaboratively with colleagues and stakeholders at all times.
  3. Act as an ambassador for Ardgowan Hospice at all times.
  4. Participate in annual Appraisal and attend any training identified.
  5. Attend all mandatory training, e.g. fire training, moving and handling etc.
  6. Abide by the Policies and Procedures of Ardgowan Hospice

7a. EQUIPMENT AND MACHINERY

♦EPOS systems; cash registers
♦PC
7b. SYSTEMS
♦EPOS system
♦Microsoft Office including Excel and Word, Internet, Website & Social Media

8. ASSIGNMENT AND REVIEW OF WORK

Jobholder works mainly on own initiative and operates within Retail guidelines. Regular progress meetings with line manager and direct reports. Yearly appraisal and six-monthly reviews.
9. DECISIONS AND JUDGEMENTS
Jobholder works as part of a team and also on own initiative making work-related decisions. Any major decisions are supported by the Head of Development as required. Works within hospice policies, procedures and guidelines and within legislative and regulatory frameworks.

10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB

Meeting income targets, managing staff, volunteers and operations across multiple sites, coping with pressurised environment and deadlines.
11. COMMUNICATIONS AND RELATIONSHIPS
Jobholder communicates internally with all departments for gathering of and dissemination of information and promotion of retail and fundraising activities. Participates in regular team communication meetings.
Externally, communicates with potential and existing customers and supporters which includes schools, businesses and local groups, suppliers, media and the general public. Represents Ardgowan Hospice at regional and national network groups and conferences as required.
12. PHYSICAL, MENTAL, EMOTIONAL AND ENVIRONMENTAL DEMANDS OF THE JOB
Physical Demands:
Excellent keyboard skills.
Ability to drive between multiple sites across Inverclyde.
Moving and lifting equipment in retail locations.
Mental Demands:
Concentration required for planning, organisation and management of multiple sites and activities.
High degree of accuracy in gathering, interpreting and reconciling data.
High degree of accuracy in reporting performance.
Emotional Demands:
Occasional exposure to distressing or emotional circumstances.
Working Conditions
Minimal exposure to some aggressive customers; exposure to soiled clothing occasionally.

13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB

Must have a minimum of 4 years’ retail /charity retail experience, of which at least 2 years have been in retail / charity retail management.
Must have a demonstrable track record in recruiting and motivating high performing staff / volunteer teams to successfully manage and operate charity retail outlets.
Demonstrable track record of achievements in retail / charity retailing, including:
-Developing and delivering shop opening / development plans, including all aspects of property planning, shop fitting, stock sourcing, etc.
-Evidence of having successfully achieved financial targets and objectives, managing income and expenditure budgets, and analysing and reporting on performance.
-Knowledge of relevant legislation and experience of ensuring retail operations are compliant with relevant legislation, codes of conduct and good practice
-Ability to effectively manage workloads, at times under pressure, and on own initiative without close supervision
Excellent communication skills with experience of presenting to a variety of groups, excellent writing skills, and strong interpersonal skills to lead and motivate staff and volunteers to support a vibrant retail team.
Ability to plan and prioritise workload and track record of managing multiple sites.
Awareness and knowledge of Health and Safety, HMRC Gift Aid, Trading Standards Regulations, and other legislative and regulatory frameworks.

Confidentiality Agreement

In view of the nature of the business undertaken by the organisation it is a condition of your employment that all information gained in the course of your employment will be treated with the strictest confidence both during your employment and after termination thereof, and must not be disclosed to unauthorised personnel or used for any personal gain.

NB: - Job Description is for guidance purposes only and subject to change at the discretion of your employer.

Jobholder shall be expected to take account of Ardgowan Hospice Mission Statement and to work according to the Hospice Core Values

14. JOB DESCRIPTION AGREEMENT
Job Holder’s Signature:
Head of Department Signature: / Date:
Date:

Person Specification

Attribute

/ Essential / Desirable
Knowledge & Experience / Retail /charity retail experience, of which at least 2 years have been in retail / charity retail management.
High levels of enthusiasm, creativity and initiative
Excellent communication skills with experience of presenting to a variety of groups, excellent writing skills, and strong interpersonal skills to lead and motivate staff and volunteers to support a vibrant retail team.
Knowledge of relevant legislation and experience of ensuring retail operations are compliant with relevant legislation, codes of conduct and good practice including Gift Aid, Trading Standards, Health & Safety, Data Protection
Knowledge of EPOS/Ecommerce systems, including producing performance reports
Experience of recruiting and motivating high performing staff / volunteer teams to successfully manage and operate charity retail outlets.
Evidence of having successfully achieved financial targets and objectives, managing income and expenditure budgets, and analysing and reporting on performance.
Ability to plan and prioritise workload and track record of managing multiple sites. / Experience of using Cybertill
Experience of using Woo-commerce
Experience of website content management and social media
Qualifications / Educated to good standard of secondary education or equivalent / Educated to degree level or equivalent
Skills / Ability to communicate effectively with a wide range of people
Strong IT skills, particularly Ms Word and MS Excel and Outlook
Strong organisational skills with the ability to multi-task, prioritise workload and meet multiple deadlines
Ability to form relationships with team colleagues, volunteers and supporters
Ability to work on own initiative and take responsibility for decisions taken
Ability to lead, manage and support small and large teams of volunteers
Have a full clean driving licence
Personal Circumstances / Ability to work flexibly to meet the requirements of the post including occasional unsocial hours
Other / Commitment to the Vision, Mission and Key Values of Ardgowan Hospice
/ Employment
Application Form
Ardgowan Hospice

Please complete this form clearly.

All personnel data supplied to us on this form, which is subsequently processed on computer or by other means, is subject to the provisions of the Data Protection Act 1998.

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Equality Act 2010

Do you have any disabilities which would require adjustments to be made by the Hospice during the recruitment process
we will interview any disabled candidate if they meet the criteria for the post advertised / Yes / No

As a “Two Tick” employer we will interview any disabled candidate if they meet the criteria for the post advertised.

Please describe any adjustments which would assist you in your application for this job.

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Referees

Please give the names; addresses & email addresses of TWO EMPLOYMENT references, one of whom should be your current or previous employer and the other should also be a previous employer. References will not be taken up unless a provisional offer of employment is made.

1. / Name: / Telephone number:
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2. / Name: / Telephone number:
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Statement in Support of Application

Please provide your reasons for applying for this position and additional information that shows how you match the person specification. For each requirement on the person specification, please give examples of your achievements, relevant skills, knowledge, experience, voluntary activities, positions of responsibility, as well as research, publications, clinical care, clinical audit (if applicable), awards and language skills. Please continue on a separate sheet if necessary.

I confirm that the information given on this form is, to the best of my knowledge and belief, true and complete. I also give my consent to the processing of my personal data by computer or other means in relation to my job application and possible future employment.

Signed:Date:

Equal Opportunities in Employment Monitoring Form

Note to job applicants

Ardgowan Hospice, in conformity with the intention of its Charter, confirms its commitment to a comprehensive policy of equal opportunities. It aims to create the conditions whereby staff are treated solely on the basis of their merits, abilities and potential regardless of gender, ethnic or national origin, age, socio-economic background, disability, religious or political beliefs and affiliations, family circumstances, sexual orientation or other irrelevant distinction.

The Hospice is committed to a programme of action to ensure that this policy is fully effective. In order to operate a successful Equal Opportunities policy it is necessary for us to collect the relevant information from all our applicants and employees. The information supplied will be dealt with in the strictest confidence and will be used only for the purpose of monitoring.

  • Completion of this section is not compulsory
  • Any information supplied by you will remain confidential, will be detached from your application and will not be used for selection purposes
  1. Ethnic Origin:

How would you describe yourself?