Bury Hospice is seeking an inspiring,commercially-minded Head of Retail to join our senior management team.Reporting directly to the CEO, you will lead our successful retailoperationincluding physical shops, furniture stores, and a growing e-commercepresenceduring an exciting period of strategic growth.
This is a high-profile role for a leader who canbalance operational excellence with ambitious future planning. You will beresponsible for driving profitability across our estate, expanding our onlinefootprint on platforms like eBay and Vinted, and leading the feasibility workfor potential new retail opportunities
Main duties of the job
* Deliver an integrated retail and online strategythat maximizes vital income for the hospice.
* Lead and develop our dedicated workforce of staffand volunteers.
* Collaborate with our Marketing team to deliverhigh-impact donation drives and retail campaigns.
* Manage our property portfolio, logistics, andwarehouse operations.
* Represent the hospice as a senior leader, includingparticipation in the Senior Manager on-call rota.
About us
Bury Hospice delivers high-quality, compassionate palliative and end of life care to local people living with life-limiting illness. We offer a friendly and supportive working atmosphere in a pleasant purpose built setting.
Job responsibilities
KeyResponsibilities
1.Strategic Leadership & Future Growth
* Develop and deliver an integrated retail and onlinesales strategy to maximize income and profitability.
* Identify growth and new business investmentopportunities, including expanding the shops portfolio and developing newcommercial initiatives.
* Contribute to feasibility studies and businessplanning for future retail developments, such as a potential superstore.
* Manage the retail property portfolio, ensuringleases are handled professionally and new shops are sourced to fulfil strategicplans.
2.Marketing, Campaigns & Retail Events
* Act as the senior retail lead for allretail-related marketing and promotional activity.
* Liaise closely with the Marketing &Communications department to plan and deliver effective retail campaigns,donation drives, and seasonal initiatives.
* Own and manage a retail events and marketingcalendar, ensuring stores are operationally ready for campaigns.
* Evaluate the performance and return on investment(ROI) of retail marketing activity and events using data and insight.
* Take responsibility for operational delivery acrossall sites, ensuring a consistently high level of customer service and donorexperience.
* Build, manage, and analyse the annual budget forincome and expenditure.
* Set, monitor, and report against KPIs across allphysical and online channels, including income, margin, Gift Aid, and stockconversion.
* Oversee the transport and warehouse functions toensure efficient stock collection, processing, and distribution.
* Develop a stock acquisition strategy to supportyear-round stock generation and reduce reliance on reactive donations.
* Utilize CRM systems to interrogate data and insightto make informed decisions to increase performance.
* Identify and implement opportunities to grow onlinesales through platforms such as eBay, Shopify or Vinted.
* Oversee all aspects of online trading, includinglisting, pricing, dispatch, customer service, and returns.
* Ensure compliance with online platform rules, dataprotection, and consumer legislation.
* Lead, inspire, and develop a committed team of paidstaff and volunteers.
* Participate in the Senior Manager on-call rota forthe Hospice.
* Design and deliver a volunteer strategy coveringretail stores, furniture operations, warehouse support, and online sales.
* Line manage key personnel, setting clear objectivesand conducting regular 121s and annual appraisals.
* Conduct all work in a manner reflective of theorganizational values: Learn, Inspire, Care, and Respect.
6.Governance & Compliance
* Ensure the retail operation complies with allCharity policies, including Health and Safety, security, and statutoryrequirements.
* Ensure all retail income is raised lawfully,adhering to GDPR, Charity Commission guidance, and Charity Retail Associationcodes of practice.
* Protect service users, visitors, and staff byobserving Infection Prevention and Control policies.
Person Specification
Experience
* Experience: Substantial senior retail management experience across multiple sites or channels, ideally within a charity environment. Proven track record in driving sales income and net profit while controlling costs.
* Growth & E-commerce: Experience developing and growing online sales or e-commerce operations. Experience identifying new business opportunities or expanding shop portfolios.
* Leadership: Proven ability to inspire, lead, and develop diverse teams of staff and volunteers. Experience working collaboratively with marketing teams.
* Skills: Strong commercial acumen and analytical skills with a good understanding of profit and loss. Excellent communication, negotiation, and relationship-building skills.
* Other: Full UK driving license and access to transport. Willingness to work flexibly, including weekends.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
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