Head of Retail

Bury Hospice is seeking an inspiring,commercially-minded Head of Retail to join our senior management team.

Reporting directly to the CEO, you will lead our successful retailoperationincluding physical shops, furniture stores, and a growing e-commercepresenceduring an exciting period of strategic growth.

This is a high-profile role for a leader who canbalance operational excellence with ambitious future planning. You will be responsible for driving profitability across our estate, expanding our online footprint on platforms like eBay and Vinted, and leading the feasibility workfor potential new retail opportunities

• Deliver an integrated retail and online strategythat maximizes vital income for the hospice.
• Lead and develop our dedicated workforce of staffand volunteers.
• Collaborate with our Marketing team to deliver high-impact donation drives and retail campaigns.
• Manage our property portfolio, logistics, andwarehouse operations.
• Represent the hospice as a senior leader, including participation in the Senior Manager on-call rota.

Bury Hospice delivers high-quality, compassionate palliative and end of life care to local people living with life-limiting illness. We offer a friendly and supportive working atmosphere in a pleasant purpose built setting.

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 strategicplans.

2.Marketing, Campaigns & Retail Events

• Act as the senior retail lead for allretail-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.
• Take responsibility for operational delivery acrossall sites, ensuring a consistently high level of customer service and donor experience.
• Build, manage, and analyse the annual budget forincome 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 toensure 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 insightto make informed decisions to increase performance.
• 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.
• Lead, inspire, and develop a committed team of paidstaff and volunteers.
• Participate in the Senior Manager on-call rota forthe 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…