Post: Retail ManagerGrade/Salary: Circa £30,000 per annum

Responsible to: Deputy CEO

Accountable to: Deputy CEO

Location: Retail Depot and Distribution Centre, Cwmbran but with responsibility to travel between Depot, Head Office and all SDHC shop locations as required

Annual Leave: 27 days per annum plus 8 Bank Holidays pro rata (increasing by 2 days per annum after 5 years service and a further 4 days per annum after 10 years service)

Hours of Working: 37.5 hours a week (worked Monday – Friday 8.45am – 4.45pm but providing available contact at evenings and weekends to assist with rota changes where necessary)

Key WorkingRelationships: Internal External

CEO Retail ManufacturersDeputy CEO Utility Companies

Retail Office Manager/Staff Volunteer AgenciesDepot Manager Recycling AgenciesShop Managers Training and Employment AgenciesTransport Operatives Building ContractorsVolunteers Sign WritersAll other SDHC Staff

Job Summary:

Accountable for all retail sales, profitability and retail objectives set by SDHC To provide support to SDHC retail outlets, retail depot and trading initiatives where

applicable To support the management of the shops operation and all volunteers in accordance

with SDHC policies and procedures To maximise the profitability of retail outlets and retail depot where applicable

HR DEPARTMENT

JOB DESCRIPTION

RETAIL MANAGER

Key Areas of Responsibility:

Staff Leadership To be responsible for the recruitment, selection and induction of Shop Managers To lead, coach and develop Shop Managers, motivating and inspiring them to achieve

targets and objectives within defined timescales, including holding regular one-to-one meetings, carrying out annual performance reviews, creating and implementing learning and development plans

To ensure volunteers within the shops are managed effectively and appropriately To deal with any personnel issues in shops, seeking support and assistance from HR

when required, whilst adhering to HR policies To ensure all holidays, sickness and other absences of salaried staff are recorded

appropriately with the Retail Office and any issues addresses as required Overseeing the day to day running of the transport team

Shop Management To regularly spend time in all shops, ensuring they are effectively managed and takings

are maximised To meet the objectives of the Retail Strategy, both in terms of financial performance

and service quality To ensure the management of sorting, selection, pricing, merchandising, density and

rotation of stock is according to agreed policies To ensure customer standards are maintained to the highest level To work with shop managers to ensure that opportunities within local communities to

generate stock, increase sales or encourage other support are identified and exploited To supervise the introduction of new product lines into shops, where relevant, ensuring

effective display and sales management within the store To ensure that all shops are adequately staffed throughout the trading week To ensure shop managers champion the sign up of gift aid with customers and

encourage the use of this scheme with all staff to maximise profit To agree business plans, shop targets and objectives for forthcoming year with the

Deputy CEO and cascade these to your respective shop managers and regularly monitor progress

To ensure expenditure is within set budgets To ensure the maintenance, safety and security of all the shops, (including staff,

takings and stock) and checking their compliance in line with Health & Safety, Fire and Trading Standards legislation (working in conjunction with the H&S Advisor)

To be responsible for the accurate recording of all accidents and complaints within each of the shops in your area and forwarding these to the H&S Advisor and Deputy CEO

To ensure local knowledge of the area is utilised in the effective stocking and rotation of stock to maximise sales to appropriate customers

To research, develop, implement and analyse the effectiveness of retailing initiatives in conjunction with the Deputy CEO

To work with the CEO and Deputy CEO to acquire new shop premises, working with builders, sign writers, shop fitters as required to ensure the timely opening of the new premises

Profit Management In liaison with the Deputy CEO, set budgets and ensure all spend is within agreed

parameters To analyse stock according to profitability and ensure maximum profitability from

layout, quantity, speed of turnover and choice of stock To ensure accuracy, appropriateness and consistency of pricing To be very aware of local competition and adjust pricing accordingly

Communication and Relationships

To ensure appropriate communication with shop staff and other Hospice staff and keep them informed of all retail and Hospice matters

To ensure effective promotion of the work of St David’s Hospice care to customers and ensure display material is regularly updated and complies with guidelines on corporate look and message

To ensure your shops support fundraisers through promotion of events and ensure shops act as an effective conduit of St David’s Hospice care’s events and messages

To liaise with the Deputy CEO to ensure the maintenance schedule is up to date on all shops

To ensure systems are in place to ensure all financial information is accurate, timely and forwarded on to the Finance department promptly

To build and develop positive internal and external relationships to ensure maximum income

To have clear communication lines between the shops, retail office staff and distribution staff and any other departments within the Hospice as required

To deal sensitively with confidential information while understanding and adhering to St David’s Hospice care policies

General To be adaptable and flexible to the changing needs of retail To embrace and utilise all technology and systems available to ensure timely and

accurate reporting and responses To liaise and work with other departments in order to run the business effectively To uphold the reputation of St David’s Hospice Care, maintaining an awareness of the

organisation’s priorities To undertake any other relevant duties within the overall scope of this post as may be

required by the Deputy CEO To report any hazards or accidents that may occur within your working environment

and ensure compliance with the terms of Health and Safety at Work Act and St David’s Hospice care policy

To maintain confidentiality To work within the policies and guidelines of St David’s Hospice care To be familiar with fire, emergency and safety regulations, ensuring attendance at

statutory updates To maintain good working relationships with all members of the hospice staff and

volunteers Undertake any in-service training in line with St David’s Hospice care’s policy

Additional Duties

All job descriptions are subject to review. Job holders are expected to be flexible and be prepared to carry out any similar or related duties which do not fall within the work outlined.

Any review will be undertaken by the line manager, in consultation with the post holder.

OTHER INFORMATION:

Unsociable Hours: There may be an occasional need for unsociable hours, e.g. attendance at fund-raising events, meetings and conferences. Time in lieu will be given in respect of this.

Health and Safety: To ensure that the agreed procedures are carried out, be aware of the responsibilities placed on employees under the Health and Safety at Work Act, and to maintain a safe environment for employees and visitors.

Data Protection: If you are required to do so, any processing or use of information pertaining to staff, patients and/or clients must be held in a fair and lawful way. Data should only be held for specific registered purposes and for the minimum period of time. It must not be disclosed in any way incompatible with such purposes.

Equal Opportunities: It is the aim of St. David's Hospice Care to ensure that no job applicant or employee receives less favourable treatment on the grounds of sex, race, colour, nationality or ethnic origins, or is placed at a disadvantage by conditions or requirements which cannot be shown to be justifiable. To this end, St David's Hospice Care has an Equal Opportunities Policy and it is for each employee to contribute to its success.

No Smoking Policy: St David's Hospice Care operates a No Smoking policy.

Conditions of Service: In accordance with St. David’s Hospice Care Employment Manual.

Pension Scheme: An auto enrolment Pension Scheme is offered on appointment, subject to eligibility. Staff may also prefer to make their own arrangements.

Confidentiality: All information concerning patients/clients and staff must be treated as strictly confidential at all times.

* This job description is not exhaustive and is subject to change as indicated by the needs of the Hospice

Qualifications and Training:

Good standard of numeracy and literacy commensurate with GCSE Grade c or above in Maths and EnglishNVQ Level 3 in Customer Service or equivalent experience

Essential:

Experience of managing multiple retail outlets Substantial experience of line management, including coaching and developing staff Experience of Health & Safety and fire provisions in a retail environment Knowledge of Gift

Aid, or demonstrable willingness to learn Proven experience of working to and achieving targets Good knowledge of customer service PC literate Working knowledge of Microsoft Office products including Word and Excel Ability to complete administrative paperwork

Desirable:

Experience in the charity shop environment Experience of working with and managing volunteers Familiarity with till systems

Communication & people skills:

Strong verbal and written skills with the ability to relate to a wide range of people Good people management skills and the ability to motivate and lead a team Ability to empathise with people in challenging emotional situations

Organisational skills

Ability to work to tight schedules and timeframes Ability to work well in a pressurised environment Well organised, with the ability to prioritise immediate tasks

Other requirements Flexibility and open mindedness Be able to travel between locations within our area of operation

IMPORTANT INFORMATION

This post involves working with vulnerable adults and is therefore defined as exempted employment under the terms of the Rehabilitation of Offenders Act 1974 (Exceptions) Amendment Order 1975. This means that ‘spent’ convictions, which need not normally be declared for other types of employment, must be declared by applicants for the post.

The successful candidate will be required to complete a Disclosure Application for submission to the Disclosure Barring Service (DBS) for an Enhanced Disclosure check.

St. David’s complies fully with the DBS Code of Practice and the Data Protection Act 1998 regarding Disclosure information. Further information can be obtained from the HR Department.

HR DEPARTMENT

PERSON SPECIFICATION

RETAIL MANAGER

IMPORTANT INFORMATIONThis post involves working with vulnerable adults and is therefore defined as exempted employment under the terms of the Rehabilitation of Offenders Act 1974 (Exceptions) Amendment Order 1975. This means that “spent” convictions, which need not normally be declared for other types of employment, must be declared by applicants for the post.

The successful candidate will be required to complete a Disclosure Application for submission to the Criminal Records Bureau (CRB) for an Enhanced Disclosure check.

St. David’s Foundation complies fully with the CRB Code of Practice and the Data Protection Act 1998 regarding Disclosure information. Further information can be obtained from the HR Manager.