Job Description

ROLE SUMMARY

To lead the Retail Team, focusing on maximising net contribution for the charity through empowering staff and volunteers, maximising sales, driving footfall, managing costs, integrating the retail team with the wider charity and growing donated stock, income and services. The successful candidate will be part of the organisations Management Team, working alongside the Fundraising Lead, Clinical Lead and CEO to maximise all income generation opportunities for Dove Cottage Day Hospice.

KEY TASKS & RESPONSIBILITIES

Strategy and Leadership Responsibilities

To be accountable for the operational delivery of Retail's strategic goals to achieve budgeted sales and profit growth, while actively controlling budgeted expenditure To operationally deliver and implement the strategic objectives set out in the Organisational Strategy, as directed by the CEO To develop a clear retail strategy for maximising profitability of the existing portfolio combined with a clear vision as to the future development of our retail operation To lead on the introduction, implementation and evaluation of an ambitious and achievable retail strategy, with a set of delivery plans and identify new growth opportunities To lead and develop a high-performing retail team to maximise sales for the Charity
To recruit, induct, train high calibre retail staff and be responsible for their on going line management. Building a strong, focussed team with a positive, trusted, open culture

To implement and drive new income initiatives to grow sales, gift aid and donations, to maximise profit across the Retail business To implement and maintain a structured approach to using data in the analysis of sales To develop a 'customer first' culture through the Retail Stores to exceed customer expectations and continually improve customer and donor journeys To be responsible for the Retail Portfolio including potential new shop locations. Lead on all retail property matters in respect of their ongoing management and maintenance Produce and deliver a range of financial/non-financial reports for the Retail team and CEO Evaluate the commercial performance of each shop, maximise profit across the portfolio and report to the CEO bi-monthly To be responsible for Retail operational compliance with all policies and procedures Ensure that the appropriate resources, systems, policies, processes and guides are in place to grow income, while ensuring compliance with regulation and best practice To be responsible for day-to-day Retail operations and decisions, including efficient logistics planning of stock, resources, cash and donations To maintain sector knowledge and trends, replicating competitor best practice, continually scanning for potential commercial opportunities Work closely with the CEO formulating budgets, forecasts and monitoring sales trends Be experienced in the management and growth of a small e-commerce operation on multiple platforms such as, eBay, Vinted and Depop Lead on retail volunteer recruitment and management, connecting volunteers with the work of the hospice and ensure the creation, implementation and of procedures and systems to maximise volunteer recruitment and retention Work with the Fundraising Team to embed shared fundraising and retail objectives across income generation and ensure that all opportunities to maximise income are realised (e.g. Gift Aid, sale of Christmas cards, lottery sales, event sign ups, corporate partnerships) Work with the Marketing team to promote the shops effectively

Operational Responsibilities

To lead, support and motivate the retail team, managing performance or conduct issues as required - this includes direct line management of the shop managers and eBay/Vinted manager Manage the annual retail operating budget, reforecast quarterly as appropriate and take steps to address underperformance Visit all shops weekly to ensure they are being managed in line with Hospice standards and in accordance with relevant procedures Evaluate the commercial performance of each shop, maximise profit across the portfolio and report to the CEO bi-monthly and feed into the reports for the relevant trustee meetings, about the continued viability of each To ensure that all staff and volunteers observe all hospice policies, procedures, codes of practice and manuals as supplied Ensure that timely and appropriate communication and feedback mechanisms are in place for your staff and volunteers, engaging and encouraging contribution. You will ensure the wider charity is kept up to date with relevant retail activity Ensure all investigations into reported accidents, incidents and near misses are carried out without delay and appropriate action is taken to prevent a reoccurrence by either immediately remedying the defect or implementing control measures to prevent the situation from deteriorating or reoccurring Ensure investigations into complaints and expressions of dissatisfaction are carried out without delay and appropriate action is taken to prevent a reoccurrence by either immediately remedying the defect or implementing control measures to prevent the situation from reoccurring The role requires a great deal of flexibility; the post holder must be able to work to the needs of the organisation including occasional evenings and weekends. To operate in a team-working environment, sensitive to both individual and organisational needs

General responsibilities

Additional Duties - In discussion with the CEO to undertake work, as and when required, in support of Dove Cottage Day Hospice as an organisation Public Relations - To represent Dove Cottage Day Hospice in the community and public domain including social media appropriately To keep up to date with new retail commercial ideas and trends and maintain an up-to-date knowledge of charity retail and trading. In particular changes to communications, innovation, legislation and codes of practice through training, conferences, studies, networking opportunities and professional bodies e.g., Charity Retail Association To be conversant with and adhere to Dove Cottage Day Hospice Policies and Procedures Take responsibility for own personal safety and of others whilst at work. You will take appropriate action or report any concerns to address any health and safety issues that you or members of your team may be aware of

SELF DEVELOPMENT

1. Attend training programmes in order to acquire the necessary skills and knowledge to carry out the requirements of the post, including Induction and Mandatory Training

2. Maintain an awareness of current and emerging technologies that may be beneficial to the organisation

COVER

To personally provide cover to shops when necessary, to ensure shops remain operational and ensure business continuity.
Job Type: Part-time

Pay: 14.19 per hour

Expected hours: 32 per week

Benefits:

Company pension Health & wellbeing programme On-site parking Sick pay
Work Location: In person

Application deadline: 31/07/2025
Reference ID: Retail Lead July 2025