£33,179.12 per annum
Full time / 40 hours and 5 days per week.
Permanent
Role Purpose:
The Retail Assistant Managers are responsible for managing the Gallery's front of house Retail operations ensuring that customer service, sales performance, profitability, replenishment and presentation is optimised across the physical shop outlets which make up the Commercial estate. Two Retail Assistant Managers will be in post to provide the necessary cover for the Gallery Retail shops which are open 7 days per week.
Retail Assistant Managers will need to work collaboratively and harmoniously with each other to ensure work duties are carried out in a consistent way. The work responsibilities will be shared between Retail Assistant Managers. Each manager will line manage their own Retail Assistants, but are expected to provide support to all Retail Assistants, especially in the absence of their direct line manager.
The role will involve working closely with the Retail Operations Manager, Retail Merchandiser, Warehouse & Fulfilment Team and collaboration with the Buying & Product Development Manager, Business Development & Ecommerce Manager and the respective teams to maximise sales opportunities and delight the visitors who come to our shops. The Assistant Manager will maintain a presence across the shops whilst leading, motivating and managing a team of Retail Assistants and be responsible for their customer service training, upholding standards and undertaking a broad range of administrative duties.
Key Accountabilities:
* Ensuring that all sales and profit targets are achieved on a weekly/monthly/yearly basis. Take the initiative and lead on sales opportunities and communicate this effectively to the wider team by holding daily briefings among other systems of communication.
* Acting as Duty Manager for the shops, ensuring that the sales areas are run effectively to the highest standards and that customer's needs, comments and queries are fully dealt with and consulting on outstanding issues with relevant team members or departments.
* Being the conduit for customer and visitor feedback from the front of house operations to the other Commercial Department functions.
* Representing the Retail and Commercial team at relevant cross-departmental meetings, when required.
* Line managing the Retail Sales Assistants, including induction, training and continuous development ensuring that high levels of customer service and merchandising standards are maintained and, where possible, exceeded.
* Holding regular 1:1 meetings with Retail Assistants and conducting performance reviews using the Gallery's official procedures.
* Working closely with the Retail Merchandiser and Warehouse & Fulfilment team to ensure each shop is stocked, displays are kept to the highest of standards and assisting with planning displays, promotions and shop layouts, using management information provided by EPOS and other sources, to achieve maximum sales and gross profit.
* Uphold VM standards and ensure the shops are well maintained. Ensure stock signage is kept up to date and stock is accurately priced.
* Compiling daily staffing plans and rotas and making necessary adjustments throughout the day as required and break cover. Creating daily and weekly task plans for the team.
* Ensuring the secure handling of, transactions, cash takings and customer information in line with GDPR policy. Overseeing opening and closing procedures in accordance with the other front of house teams.
* Overseeing or counting the money taken at the end of the day and ensure retail cash takings reports are completed quickly and accurately. This includes responsibility for overall security and accuracy of reconciliations and investigations of any discrepancies which may occur.
* Manage and monitor security of stock and, report and reconcile any variances. Liaise with security on reporting any suspicious behaviour and complete incident report as per security policy and procedure.
* Manage and oversee H&S of the shops and staff and complete incident and accident reports as per procedure.
* Assisting with ad-hoc administrative tasks for the Retail department as required.
* Support with recruitment for Retail Assistants and provide recruitment support to the Visitor Experience Team.
* Capture on site customer data and feedback to develop a better understanding of customer needs, preferences and behaviour.
* Ensuring the welfare of the Retail Assistants in line with the Gallery's employment policies and acting as a role model in developing a culture of continuous improvement and development so that team and individual objectives are met and all work activities are delivered to the highest standard.
* Being responsible running and managing of Commercial events such as book launches, product launches and seasonal sales events in collaboration with other Commercial team members and Gallery Departments.
* Managing stocktaking with the Commercial team.
* Being responsible for running of Commercial events such as book launches, product launches and seasonal sales events in collaboration with other Commercial team members and Gallery Departments
Sustainability
* Promoting sustainable working practices and reducing the environmental impact of the Gallery's operations in line with its Sustainability Statement and being alert to relevant developments in the sector.
Align with the Gallery sustainability policy to reduce the environmental impact of what the Commercial team produces (products, ecommerce packaging, consumables, sourcing etc) and the broader services it offers (ecommerce, licensing, trade sales) both to the public and other businesses.
The above list is indicative but not exhaustive. As such, in addition to the key accountabilities and responsibilities listed the post holder may be required to perform other duties commensurate with the scope and/or level of the role
To read the full job description, please follow the link: Retail Assistant Manager - JD
Key Experience, Skills and Criteria:
* Substantial retail experience and demonstrable experience of retail management with a retailer selling similar merchandise to that of the National Portrait Gallery and the administration tasks involved.
* Previous experience of managing a team, planning and organising significant staff resources, including recruitment, training, performance management whilst promoting a harmonious culture.
* Excellent computer skills and experience of EPOS and cash handling. The Assistant Retail Managers are responsible for ensuring that all retail and gallery financial procedures including end of day takings reconciliation are followed.
* Excellent interpersonal skills including the ability to communicate clearly and effectively and to lead and motivate others.
* Attention to detail to ensure accurate transactions, stock levels and financial records are maintained.
* Aptitude and passion for delivering the best possible customer experience.
* Ability to prioritise tasks based on urgency and importance and efficiently divide time between different responsibilities
* Ability to interact with others in a sensitive and effective way.
* Ability to remain calm and resilient when under pressure.
* Ability to make decisions, take the initiative and originate action.
* An interest and aptitude for visual merchandising and display.
* Ability to ensure that the Gallery's reputation for high standards of service and presentation are maintained.
We offer a competitive benefits package, including:
* Generous pension scheme
* 27 days annual leave allowance, in addition to bank holidays
* Interest free season ticket and bicycle loans
* Rental deposit scheme
* Membership of the Civil Service Sports & Leisure club
* Access to independent, low cost healthcare schemes
* Employee assistance programme
* Free entry to many UK museums, galleries and exhibitions
* Staff discounts on purchases in online shop
* Professional & personal development opportunities
Closing date for returned applications is 9:00am on 15th of September. First round interviews will take place on the 22nd of September. Please indicate on the notes section of your application form, if you will be unable to make these dates.
We are committed to the employment and development of disabled people. When assessing and shortlisting our candidate pool for interviews, we are committed to removing any bias through our process to ensure all individuals with a disability are included. To be invited to the interview stage, you must show through your application that you meet the minimum criteria and/or the desirable skills required for the role. If you tell us that you have a disability we can make reasonable adjustments at interview, and, if you join us, to your work arrangements.
Application due
15/09/2025
Start date
As soon as possible
Work hours
40
Position type
Retail
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