Retail Head Office – Unit 10, Ashton Gate, RM3 8UF
Contract type: Permanent
Rolling Advert – please apply as soon as possible. We reserve the right to close this vacancy early if we receive a high volume of applications.
Are you a dynamic retail leader who thrives in a fast‑paced, multi‑site environment? Do you have a passion for delivering exceptional customer experiences whilst driving commercial success for a meaningful cause?
We are looking for a Retail Support Manager to play a vital role in ensuring our retail shops continue to thrive, provide hands‑on leadership support across our store network when it’s needed most.
Key Responsibilities
Operational & Commercial
- You will work closely with the Retail Regional Manager to deliver high‑quality retail performance, maximise income, and support our ambitious growth plans.
- Travel across our stores to provide operational leadership, particularly covering vacancies, sickness, and annual leave.
- You will lead by example on the shop floor, inspiring teams, maintaining excellent standards, and ensuring a positive experience for every customer and donor.
- Support delivery of the retail strategy and contribute to income growth targets (over £3.5m)
- Drive sales performance and maximise income through innovative retail approaches.
- Ability to effectively analyse data.
- Support local fundraising activities, promotions, and community engagement events.
- Promote Gift Aid, and provide coaching to teams on income generation.
Store & Shop Floor Management
- Ensure high standards in visual merchandising, stock processing, and store presentation.
- Maintain compliance with health & safety, financial procedures, and retail policies.
- Monitor performance and report issues or non‑compliance appropriately.
- Lead, motivate, and develop store teams and volunteers.
- Foster a high‑performing, collaborative, and customer‑focused culture.
- Support training and development, including coaching on commercial performance.
- Build strong relationships with staff, volunteers, and stakeholders.
Customer Experience
- Deliver outstanding customer and donor experiences across all stores.
- Respond to feedback and ensure timely escalation of complaints.
- Promote the hospice’s values through compassionate and professional interactions.
Experience Required:
- Proven senior retail management experience (minimum 2 years).
- Experience managing multiple sites and teams.
- A strong track record of delivering commercial results.
- Excellent leadership, communication, and people development skills.
- Strong organisational and planning ability, with a results‑driven mindset.
- Experience working across operations, finance, and customer service.
- The ability to work flexibly, manage competing priorities, and adapt to change.
- Experience in charity retail and working with volunteers.
- Full UK driving licence.
Please note that a DBS (Disclosure & Barring Service) basic criminal record check will be undertaken as part of our pre‑employment screening for the successful candidate.
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