Head of retail

Head of Retail Salary: £42,906 - £48,292 per annum (dep. on experience) Location: ellenor, Coldharbour Lane, Northfleet, Kent, DA11 7HQ Hours: 37.5 Hours per week, Monday to Sunday Are you an experienced Head of Retail looking for a development opportunity? As Head of Retail, you will have a background in ecommerce operations and experience managing multiple sites. You will lead teams across various locations to optimize ecommerce operations and achieve strategic objectives and targets. 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. Key Responsibilities of the role include: 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 To succeed in this role you will need: • 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. Application deadline: 29 June 2026 Interviews: 6 July 2026 Proud member of the Disability Confident employer scheme Disability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .