Job Description
This is a senior leadership role accountable for award winning high performing shops that deliver + £3.5m in sales in the context of an ambitious and developing trading strategy. The post holder is directly accountable for sustaining and building this performance leading a team of staff and volunteers and in working as part of the central trading and wider hospice teams. The role combines sales and profit targets, creativity, accountability, empathic people skills and a passion for trading. Our retail business is a key driver for organisational success. The Hospice of St Francis Charity provides essential free care across West Hertfordshire and South Buckinghamshire. More than 80% of the income we spend comes from trading and fundraising. Our retail performance (sales and profit) benchmarks at the very top of the sector with award winning and innovative retail formats supported by a strong volunteer base and shop team delivering outstanding customer service.
Main duties and responsibilities:
Line management and mentoring 5 direct line reports and oversight accountability for a team of 33 whole time equivalent employees (53 people) and 500 volunteers
Maintain and improve our performance at the top of the charity retail sector nationally
Hold oversight of leases and ensure effective lease management
Accountability for delivering more than £3.5m in annual sales, with levels of engagement, profit and performance that deliver the strategic aims of the Charity
Accountability for retail Gift Aid income and HMRC compliance assuring at least £300k annually from retail claims
Project manage the process of new shop openings as required
Accountability for customer complaints, health and safety, fire safety and environmental health across all retail premises working closely with our estates team to assure compliance
Ensure our shops operate as a physical and digital front door to the hospice, creating a dynamic interactive culture
Collaborate effectively with peers and colleagues, operating in adherence to the values and ethos of the Hospice
Contribute to the design, development and implementation of the trading road map, annual budget and profit projections, annually and over 3- 5-year timescales to match the strategic development timelines of the Charity
Maximise the potential of Electronic Point of Sale to drive performance and provide regular KPI reports internally at all levels, motivating the shop teams, in accountability to the Trading Board and our committees, Board and AGM
Maintain an up to date understanding of high street trends and charity retail trends and ensure our merchandising, product development, social media and retail innovation maintains our competitive edge
Assure windows and shop floors meet the highest standards of engagement and stand out on the high street embedding the owned brand and social impact
Accountable for ensuring a programme of community engagement and events where our shops are community hubs
Leading projects including lead responsibilities in the set up and opening of new shops
Implementation of goal setting, career development reviews and routine and regular supervision and team meetings to build an inspiring successful team culture and empower individual performance
Use a range of digital systems effectively in the management of the business and in communication, including social media, on-line analysis of reach and click rates
Represent the Trading Directorate at Health and Safety Committee, attend the Trading Board, as required Income generation committee and deputise for the Director at Executive Meetings, deputising for the Director of Sustainable Trading as required
Embeds equality, diversity and inclusion across trading processes and practices
Represent the organisation as ambassador and contribute to maintaining the wider public presence of the Charity.
Key Accountabilities, Responsibilities & Tasks
Departmental & Role Specifics
Set objectives that are realistic and encourage outstanding performance, in a supportive team culture with effective individual supervision, support and training to ensure our performance continues to benchmark nationally at the top of the charity retail sector.
The senior responsible manager in Trading, holding overall accountability for all aspects of our charity retail operation
As an ambassador for the organisation maintaining excellent relationships with all suppliers and partners
Lead a team of 33 whole time equivalent employees (51 people) and 500 volunteers to deliver at least £3.5m in sales and at least £300k in gift aid annually
Ensure our shops operate as a physical and digital front door to the hospice, creating a dynamic interactive culture
Lead, manage and coach a culture of openness to engage the diversity of the community as customers, donors, staff and volunteers
Detailed understanding and analysis of data from a range of sources in order to collate and provide timely effective verbal and written reports, to agreed schedules, reporting on and managing performance, risk, variance, effectiveness, trends and the cut through impact of innovation
Collaborate internally and with external partners to maintain a range of projects with local colleges teaching and training in fashion, design and social media, including joint events and succession pipelines with apprenticeships, DoE volunteer placements and internships
Hold oversight of leases and ensure effective lease management
Accountability for customer complaints, health and safety, fire safety and environmental health across all retail premises working closely with our estates team to assure compliance
Project manage the process of new shop openings as required
Collaborate effectively with peers and colleagues, operating in adherence to the values and ethos of the Hospice
