Head of Retail

Role Overview

Job Title: Head of Retail
Reports to: Chief Executive Officer
Location: Bury Hospice, with travel across retail sites
Salary: £47,000 - £52,000 per annum
Hours: 37.5 per week

Note: Flexibility is required for work outside normal hours, including weekends and participation in the Senior Manager on-call rota.

Purpose of the Role

To provide strategic and inspirational leadership of Bury Hospice’s retail and online sales operations. You will lead the delivery of the board-approved ambitious retail strategy to maximize net income through physical stores, e-commerce channels, and coordinated retail marketing and events activity. This role focuses on growing profitability, developing a strong volunteer workforce, and positioning the hospice for future growth, including the potential development of new retail outlets. You will act as a brand ambassador, positively representing and raising awareness of Bury Hospice in the local community.

Key Responsibilities

1. Strategic Leadership & Future Growth

• Develop and deliver an integrated retail and online sales strategy to maximize income and profitability.
• Identify growth and new business investment opportunities, including expanding the shops portfolio and developing new commercial initiatives.
• Contribute to feasibility studies and business planning for future retail developments, such as a potential superstore.
• Manage the retail property portfolio, ensuring leases are handled professionally and new shops are sourced to fulfil strategic plans.

2. Marketing, Campaigns & Retail Events

• Act as the senior retail lead for all retail-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 marketing calendar, 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.

3. Operational & Financial Management

• Take responsibility for operational delivery across all sites, ensuring a consistently high level of customer service and donor experience.
• Build, manage, and analyze the annual budget for income and expenditure.
• Set, monitor, and report against KPIs across all physical and online channels, including income, margin, Gift Aid, and stock conversion.
• Oversee the transport and warehouse functions to ensure efficient stock collection, processing, and distribution.
• Develop a stock acquisition strategy to support year-round stock generation and reduce reliance on reactive donations.
• Utilize CRM systems to interrogate data and insight to make informed decisions to increase performance.

4. Online Sales Operations

• Identify and implement opportunities to grow online sales through platforms such as eBay, Shopify or Vinted.
• Oversee all aspects of online trading, including listing, pricing, dispatch, customer service, and returns.
• Ensure compliance with online platform rules, data protection, and consumer legislation.

5. People, Culture & Senior Leadership

• Lead, inspire, and develop a committed team of paid staff and volunteers.
• Participate in the Senior Manager on-call rota for the Hospice.
• Design and deliver a volunteer strategy covering retail stores, furniture operations, warehouse support, and online sales.
• Line manage key personnel, setting clear objectives and conducting regular 121s and annual appraisals.
• Conduct all work in a manner reflective of the organizational values: Learn, Inspire, Care, and Respect.

6. Governance & Compliance

• Ensure the retail operation complies with all Charity policies, including Health and Safety, security, and statutory requirements.
• Ensure all retail income is raised lawfully, adhering to GDPR, Charity Commission guidance, and Charity Retail Association codes of practice.
• Protect service users, visitors, and staff by observing Infection Prevention and Control policies.

Person Specification

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.