Overview
Head of Retail
Salary: £40,443.00 - £44,094.00 per annum
Location: Unit 11, Canal Road, Gravesend, Kent, DA12 2PA
Hours: 37.5 Hours per week, Monday to Sunday
ellenor is a hospice charity in Gravesend providing palliative and end-of-life care within the local community. At ellenor, we value inclusivity and focus on providing high-quality services with compassion and care.
We offer professional development opportunities and a comprehensive benefits package, including a pension scheme (with the option for NHS Pension Scheme members to transfer their pension), an employee assistance program, discount schemes, a generous annual leave allowance, and much more.
Application deadline: 23 March 2026. Interviews: 1 April 2026.
Responsibilities
Strategic & Operational Leadership
* Work closely with the Director of Operations to develop and deliver the retail and ecommerce strategy, supporting the organisation’s wider objectives
* Plan, manage, and monitor the annual retail operating budget, taking corrective action where necessary to ensure income targets are achieved
* Monitor and evaluate the performance of retail operations, identifying opportunities for growth, efficiency, and improved customer experience
* Ensure all retail operations are delivered in line with ellenor’s policies, procedures, and strategic plan
Shop & E-Commerce Management
* Oversee the successful operation of multiple charity shops and ecommerce platforms, ensuring strong financial performance and excellent customer experience
* Support the development and expansion of the retail portfolio, including shop acquisitions, shop-fitting, recruitment, and successful shop openings
* Develop effective stock management, merchandising, and visual presentation standards across all retail outlets
* Ensure ecommerce platforms are optimised to maximise online sales and supporter engagement
Warehouse & Distribution Management
* Oversee the day-to-day operations of the warehouse and distribution hub, ensuring efficient processing, storage, and distribution of donated goods and shop stock
* Ensure effective logistics between donation stations, warehouse, and retail shops, optimising stock flow and minimising waste
* Implement and maintain robust operational systems, controls, and compliance processes
Donation Management & Community Engagement
* Oversee the management of donation stations (bins) across the local area, ensuring they are well maintained, monitored, and generating high-quality donations
* Build strong relationships with local communities, businesses, and partners to promote donation initiatives and maximise contributions
* Ensure donation processes integrate seamlessly with retail operations and fundraising strategies
Financial & Performance Management
* Manage budgets and monitor financial performance across all retail activities
* Analyse sales and donation data to identify trends, inform strategic decisions, and improve operational efficiency
* Drive Gift Aid income, ensuring processes are compliant and opportunities to maximise income are fully utilised
* Report regularly to senior leadership and trustees on performance, risks, and opportunities
People Leadership & Culture
* Lead, motivate, and develop a diverse team of staff and volunteers across multiple locations
* Foster a culture of empowerment, inclusivity, accountability, and high performance
* Ensure effective recruitment, training, and development plans are in place to support operational goals and business growth
* Champion health, safety, and safeguarding across all retail sites and operations
Essential Requirements
* A minimum of 5 years proven experience leading multi-site retail operations, ideally within the charity or voluntary sector
* Strong leadership skills with experience managing geographically dispersed teams and driving performance
* Experience overseeing warehouse and distribution operations, including logistics, stock management, and team leadership
* Experience managing ecommerce operations and online retail platforms
* A strong understanding of donation operations, including donation stations and volunteer-led processes
* Demonstrable experience managing budgets, analysing financial performance, and delivering income growth
* Excellent communication, relationship-building, and influencing skills
* Strong organisational and planning skills with the ability to prioritise workload and manage multiple projects
How to Apply
Apply via the application form on our website or by submitting a CV and cover letter to hr@ellenor.org. Please note: CVs submitted without a cover letter will not be considered.
For informal enquiries, please contact 01474 320007.
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