Retail Support Manager

Salary Range: £26,279 to £28,122 per annum

Role This role is all about driving revenue generation across the NI Hospice Retail portfolio. You'll be at the forefront of supporting new shop openings, refurbishing existing ones, and leading recruitment, induction, and team development. Your expertise will be key to ensuring every retail opportunity is maximised to its fullest potential. Flexibility is essential, as you will travel across Northern Ireland to various retail locations. You'll have the option to use an NI Hospice vehicle for these visits, provided you meet the insurance requirements.

Main Responsibilities Income Generation • To be responsible for driving revenue generation across all retail outlets through strategic planning, effective merchandising, and sales initiatives • To identify opportunities for growth and to implement innovative sales strategies, maximising profitability and contribute to the financial success of the organisation

Management • To develop the team to enable efficient and consistent sorting, pricing, and preparation procedures for donated goods • To establish and nurture relationships with staff, volunteers and the wider community to maintain a consistent flow of stock • To act as a key-holder and liaise with relevant authorities, when required • To develop the team to ensure adherence to high standards of cleanliness and merchandising within the retail environment • To ensure that all staff and volunteers have completed mandatory training and adhere to relevant health and safety requirements • To develop the team in organising special events and promotions to drive sales and donations as required

Project Management • To oversee and deliver the successful implementation of retail projects, including store renovations, openings, and seasonal changes • To coordinate logistics and manage budgets and timelines, ensuring projects are executed efficiently, meeting organisational objectives and exceeding customer expectations

Customer Service • To ensure the staff and volunteers deliver an exceptional customer experience which is paramount in NI Hospice retail operations • To champion a customer-centric approach, ensuring that all interactions reflect NI Hospice commitment to quality service and satisfaction • To resolve customer inquiries and address feedback, as required, promoting loyalty of customers and donors

Administration • To manage retail inventory • To maintain accurate records, analyse performance metrics, and generate reports to inform decision-making and drive continuous improvement initiatives • To maintain accurate records regarding training and health and safety

General Responsibilities: • To provide courteous and respectful service aligned with NI Hospice values • To be familiar with and adhere to NI Hospice policies and procedures • To be an exemplary role model upholding NI Hospice values and code of conduct in all interactions

This Job Description is not meant to be definitive and may be amended to meet the changing needs of Northern Ireland Hospice. ESSENTIAL CRITERIA 1. 5 x GCSEs (or equivalent) to include Maths and English 2. 3 years’ + retail experience in supervisory or management role 3. Be competent in the of MS Office 4. Demonstrate experience of overseeing health and safety practices within a Retail environment 5. Demonstrate experience of working to tight deadlines and to challenging KPIs 6. Hold a current full driving licence permitting driving in the UK and Ireland and access to transport with business insurance purposes to fulfil the requirements of the role. This role can provide access to a Hospice insured vehicle; to access a Hospice insured vehicle you must be 25 years or older with less than 6 points on your licence. In the case of having a disability, you must be able to demonstrate how the mobility requirements of the position will be met; please note that due to the large geographical area public transport is not suitable.

DESIRABLE CRITERIA 1. Demonstrate experience of developing and delivering training to teams 2. Demonstrate Experience of working with volunteers 3. Understand the legislation relating to charitable trading and of the Trading Standards requirements in relation to the sale of goods and consumer rights 4. Demonstrate Experience in dealing with environmental health and trading standards officers 5. Demonstrate experience of complying with Health and Safety legislation and requirements