Description Lead, Inspire and Elevate Our Retail Experiences Were looking for a passionate and driven Shops Manager to take the lead across a vibrant portfolio of retail venues at the heart of our resort. This is a role for someone who loves creating memorable guest experiences, thrives in a fast-paced environment, and takes real pride in shaping high-performing, engaging retail spaces. Youll oversee an exciting mix of outlets The Butlins Store, Mega Treats, Toy Box, Show Time Studio and The Hire Shop each offering something unique to our guests. From toys and treats to merchandise, photography and equipment hire, youll bring consistency, creativity and commercial focus to every venue you lead. You will: Lead with passion, inspiring your teams across multiple venues to deliver exceptional service, strong retail standards and unforgettable guest interactions. Drive commercial success, using your retail expertise to grow sales, optimise stock integrity, reduce waste and deliver standout visual merchandising. Use insight to elevate performance, analysing NPS, sales mix, footfall, stock results and team data to make smart decisions that enhance both guest experience and commercial outcomes. Be a visible, hands-on leader, coaching your teams in real time, setting clear expectations and ensuring every venue looks fantastic and operates safely and efficiently. KPIs Guest NPS & retail shopping experience eNPS & team engagement Sales growth & category mix performance Stock loss %, waste %, scanning accuracy & stock integrity Hire Shop compliance, equipment tracking & damage reduction Photo package sales & conversion Labour productivity & deployment accuracy RPRPRT Right People, Right Place, Right Time Audit & compliance results (H&S, Food Safety, Security, Cash Handling, Loss Prevention) Team retention & development progress General Duties & Key Accountabilities Guest Experience & Retail Service Leadership Oversee guest experience across all satellite retail outlets, ensuring speed, friendliness, product availability and store presentation. Maintain retail and VM standards including planograms, displays, cleanliness, signage and brand consistency. Use NPS insights and guest comments to improve service flow, queue management and shop layout. Lead from the front during peak trading, supporting the team with real time coaching and visibility. Ensure the photography and hire experiences are hassle free, safe and add value to the guest stay. Commercial, Stock & Business Performance Full accountability for stock performance across all satellite shops including: stock integrity & variances waste reduction product movement & rotation loss prevention routines accurate tills & scanning Support sales growth by ensuring strong merchandising, product placement, seasonal changeovers and availability. Work with Central Commercial teams to implement promotional activity, price reviews and range changes. Manage and optimise the profitability of photography sales and hire shop operations (pricing, packages, loss protection). Deliver labour aligned to trading patterns and guest footfall, ensuring productivity and coverage. Ensure accurate payroll processes and support rota creation as required. Team Leadership, Culture & Development Lead a multivenue team through coaching, communication and daily operational support. Ensure all team members are trained in scanning accuracy, product knowledge, venue standards, guest service and loss prevention. Support 1:1s, PDPs, performance reviews and succession planning. Create clear, measurable objectives for Assistant Managers & Supervisor Plus to support revenue generation, queue management, profit protection, compliance, guest experience and team experience. Role model Butlins Values and Leadership Behaviours across all retail outlets. Build a multiskilled workforce able to flex across different shop types and support other retail areas. Drive retention by creating a supportive, positive and development focused culture. Operational Excellence, Safety & Compliance Maintain full compliance across all shops including licensing (where applicable), food safety for sweets, H&S, COSHH and security. Ensure strong cash handling routines including floats, safe checks, variances and escalation. Lead audit readiness across retail stores, stockrooms, photography spaces and hire equipment areas. Ensure all hire shop activity is safe, tracked, logged and well documented (returns, damage checks, equipment cleaning). Lead opening/closing routines and complete daily checks. Escalate risks and implement corrective actions promptly. Cross Resort Collaboration & Leadership Work closely with Commercial & Procurement to deliver range, promotions and price execution. Partner with Loss Prevention on stock variance, shrinkage and compliance. Collaborate with Entertainment and Guest Operations to support photography needs and resort events. Share best practice across resorts to improve consistency and performance. Support wider resort operations during peak arrival days and largescale events. Key Knowledge/Experience & Qualification Requirements Retail leadership experience within multisite, high volume or family focused environments (toy, sweet, gift, convenience, photo retail or general retail) is essential. Strong understanding of stock controls, loss prevention, waste management and retail operations. Visual merchandising experience with the ability to execute seasonal layouts and impactful displays. Understanding of basic photography retail or willingness to learn photo sales processes. Experience managing labour to demand and working with multiskilled teams. Strong communicator able to motivate, coach and influence teams. Problem solver who can stay calm and lead across multiple venues during peak trading. Ability to work flexibly, prioritise effectively and adapt quickly to changing guest and trading needs. About Butlin's At Butlins, were all about fun, excitement, and adventure by the bucketload! For over 80 years weve been delighting hundreds of thousands of guests each year, whether on a non-stop action family break or our epic Adult only Big Weekenders. Ask any of our team, past and present, and one of the best things theyll say about working at Butlins is our culture! Were all about providing our guests with an Altogether More Entertaining and Fun Break, brought to life through our three mighty values. So, if you want a role where you Create Smiles, where you arent afraid to Get Stuck In and where the team genuinely Cares For Each Other this could be the perfect fit for you. There has never been a more exciting time to join Butlins!