Job Title: Retail Manager
Reports to: Marc Boult - Head of Visitor Operations
Direct Reports: Visitor Centre Assistants, Volunteers
Work Days: Full-time 5 out of 7, including mandatory attendance at the large-scale air shows and events
Work Hours: 40 hours per week
Salary: £32,500 - £35,000 DoE plus incentive package
Annual Leave: 22 days + 8 Bank Holidays
Location: On-Site in the Visitor Centre Shop and admission area
Job Summary
To produce the long-term retail strategy that sets out to ultimately achieve the accountable objectives below, whilst managing Shuttleworth's in store retail and online e-commerce operations, working to secure new suppliers to produce a new range of modern and popular branded products that will set Shuttleworth's retail market apart from other attractions. To manage the day-to-day retail and admission operations including serving customers, keeping the EPOS back office up to date, creating merchandising plans, completing monthly stock takes and ensuring enough stock is ordered in line with agreed budgets.
Accountable Objectives
To achieve an annual turnover of £220,000 in the first full financial year (Nov 2025 – Oct 2026) whilst achieving 30% bottom line contribution within the Shop P&L's, with an overall margin above 70%.
To achieve an annual turnover of £300,000 in the second full financial year (Nov 2026 – Oct 2027) whilst achieving 35% bottom line contribution within the Shop P&L's, with an overall margin above 70%.
To achieve incremental revenue growth over the remaining three years, achieving annual turnover of£500,000 and 40% bottom line contribution by the fifth year 2030, within the Shop P&L's, with an overall margin above 70%.
Incentive Package
Achieve between 30% and 35% bottom line contribution over the full financial year to achieve a 3% bonus against annual salary.
Achieve between 36% and 40% bottom line contribution over the full financial year to achieve a 5% bonus against annual salary.
Achieve 41% or more bottom line contribution over the full financial year to achieve an 8% bonus against annual salary.
These key accountable objectives will be fulfilled through the successful delivery of the wider job summary below:
Retail and Visitor Attraction Admissions
To oversee the day-to-day running of the Shop and Admission function within the Visitor Centre, including, but not limited to:
To formalise opening and closing procedures for Visitor Centre Assistants.
To provide adequate customer service training for Visitor Centre Assistants.
To ensure accurate reporting of visitor numbers (including members who enter for free) via the Digitickets EPOS system.
To manage the telephone enquiries line, directing any unanswered questions to the email support line.
To actively promote and push Shuttleworth's upcoming events, selling advance tickets from the Visitor Centre.
To complete monthly stocktakes, taking action to rectify and investigate any discrepancies, ensuring 100% stock profile accuracy.
To work with new suppliers to source a range of unique branded products, tracking the sales and adjusting buying based upon sales.
To work on a core range of collectable air show products utilising air show artwork and theming in the design of any new products, whilst building a core range of products that fit the Shuttleworth brand within agriculture, aviation and automotive.
To ensure all shop branding and new in-house product lines adhere to Shuttleworth's Brand Guidelines.
To manage the buying and pricing of all shop products aiming to secure a shop selling margin above 70%
To work on product promotions to increase customer spend including pick up lines at the till.
To work on a merchandising plan for the shop area to ensure products are displayed in a presentable and easy to access way.
To train and implement a range of volunteer support into the Visitor Centre.
E-Commerce
To manage the on boarding of products to the online platform and tracking sales data.
To manage the online content of the Shuttleworth Shop producing the imagery and SEO content alongside
the Marketing team to ensure all imagery and blurb is in line with the brand guidelines and wider strategy.
To support, within the longer-term strategy, the implementation of an offsite fulfilment contract that will manage the postal service of Shuttleworth products purchased online, but in the meantime to run an internal fulfilment operation.
To ensure 100% stock profile accuracy on the online platform.
Planning & Operational
To create and manage staff rostering in the Visitor Centre in line with set budgets, liaising closely with the Catering Manager for headcount support, ensuring sufficient cover on the large events and air shows.
To closely communicate with the Head of Visitor Operations to regularly review practises and offering.
To work on building an external shop offering at larger events and air shows that runs alongside the core indoor operation.
To ensure a clean and presentable work area, challenging any unsatisfactory areas.
Financial
To handle cash and card payments where applicable.
To proficiently operate the EPOS system.
To assist in the control of stock levels and expenditure in line with set budgets.
To supply financial data to the finance team as requested.
To take full responsibility for P&L across retail and e-commerce.
Customer Service
To ensure provision of high quality and efficient service to customers.
To support with complaints and feedback as required.
To be a key contact where required to clients, stakeholders and guests.
To train the team to deliver exceptional service.
Marketing and social media
To work with the marketing and senior management teams to maintain and develop brand awareness within the department.
To bring new ideas on how to develop the day-to-day marketing of non-event activities within the Shop.
Relationships
To invest in and promote close working relationships in all areas of the Shuttleworth Trust.
Policies and Procedures
To comply with Health and Safety legislation.
To comply with GDPR legislation.
To adhere to organisational and security policies.
To develop and maintain policies and procedures that support and deliver departmental objectives.
Personal Responsibilities
To demonstrate personal integrity in all day-to-day interactions with colleagues, working as a positive influence and role model, acting with professionalism and tackling challenges in a pragmatic and collaborative manner to bring staff and volunteers along with changes and developments.
To protect the reputation of the Trust.
To maintain professional levels of confidentiality commensurate with the role.
Shuttleworth Principles
The following principles form the basis of our working ethos at Shuttleworth and in your role you are required to engage and promote these yourself and within your team.
Treat each other with kindness and respect.
Make everyone welcome.
Learn from our mistakes when things go wrong and bounce back.
Equip and support our teams with modern day business skills.
Embrace commercial success in a way that respects our traditions.
Educate by telling stories and providing experiences.
Preserve our unique heritage and keep it in working order.
This is a description of the job at present. The above is not intended to be a comprehensive list of key responsibilities or duties. Other related duties may be required from time to time. It is the practice of the Trust to periodically review job descriptions and to update them to ensure that duties relate to the job then being performed. It is our aim to reach agreement to reasonable changes following consultation. However, if agreement is not possible, the Trust reserves the right to make reasonable changes after consultation.
Job Types: Full-time, Permanent
Pay: £32,500.00-£35,000.00 per year
Benefits:
* Company pension
* Employee discount
* On-site parking
Work Location: In person