Salary: £41,657 - £49,740 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 optimise 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 programme, 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
- 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
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