Head of Retail

Our Retail Team is positive, hard‑working and deeply committed; together they have doubled turnover from £3 million in 2016 to a budgeted £6+ million in 2026/27.

We are incredibly proud to have the support of 700 volunteers, who work with us every day and who bring skills, energy and laughter to wherever they work. You’ll be supported by experienced Area Managers, Warehouse & Logistics and Maintenance Teams, working across furniture, book, vintage, discount, retro and general shops—plus the country’s first charity “Brand New with Tags” store.

This is a permanent, full time (35h per week) role working Monday – Friday with some weekends. £50,000 to £56,180 per annum depending on experience. This role is expected to start beginning of April.

Main Responsibilities:

• Working with the Retail Area Managers and the Warehouse & Logistics Manager, the post holder will lead on the development and achievement of an annual revenue and sales plan for each shop.
• Develop and implement corrective action plans to reinvigorate sales if any of the shops are underperforming.
• To monitor the retail market place to identify new retail trends and opportunities.
• To use benchmarking tools to track Pilgrims Retail against other hospices and charity shops.
• To produce management information showing weekly, monthly and annual sales trends.
• To be responsible for all financial processes ensuring that they comply with the Pilgrims financial policies and procedures.
• To work with the Retail Management Team, ensuring that Retail Shop Managers develop and establish relationships with volunteers so that they feel fully engaged, communicated with and part of the Pilgrims Team.
• Working with the Volunteer Coordinator to develop and implement a rolling retail volunteer resourcing plan.
• To work with the Volunteer Coordinator to develop agreed recruitment processes and minimum training requirements for volunteers.
• To ensure that the structure and fabric of our shops are maintained to a high standard and that repairs and essential maintenance is undertaken in a planned and timely manner.
• To ensure that our shops meet standards required by Health & Safety legislation, trading standards, fire and building regulations.
• To lead negotiations for new leases and renewals, agreeing Heads of Terms with Landlords before presenting to Solicitors.
• To work closely with our energy brokers, vehicle lease companies, EPOS provider, and preferred contractors to ensure the retail operation is supported as much as possible, and that costs are minimised wherever possible
• Working with the Retail Management Team to ensure that there is a consistent shopping experience across all our shops.
• To lead on HMRC Gift Aid Claims, ensuring that Retail Data is accurate before any claims are made from HMRC.
• Ensure that all retail staff are kept informed of the retail strategy, operational objectives, the work of the hospice and their own individual shop plans via team meetings as well as an annual Team Away Day.

For more information regarding roles and responsibilities please look at our Job Description and Job Pack available on our website.

About us
As an award-winning employer, Pilgrims provides end-of-life care services to patients and their families across east Kent.

Our commitment is to provide open, compassionate care and expertise for patients and their families – both in the community and in-patient units.