Shop manager

Job Title and Reporting Structure

Shop Manager

Responsible to:
Retail Support Officer

Accountable to:
Retail Support Officer, Head of Retail & Commercial Director

Responsible for:
Volunteers

Develop the Hospice Retail shops, inspiring customers, supporters and donators to shop with and support the Hospices. Income generated will be fundamental to supporting the clinical team and the people in our communities needing access to our services.

Ensuring that St Davids Hospice shops are representative of the Hospice with relevant information available to all supporters will encourage support for the wider teams at St Davids Hospice.

Shop managers will be responsible for the daily operations of each shop, reporting any issues or concerns to the Retail Support Officer.

Work with the Retail Support Officer to ensure budgets and targets are met and adhered to for the shop.

Support a team of volunteers to assist in the daily operations of the shop and ensure that they have a happy and safe working environment, escalating any concerns to the Retail Support manager and Volunteer coordinator.

• Manager and Team Support – Support and provide training to colleagues, inclusive of volunteers, to ensure the effective and efficient day‑to‑day running of the shops.
• Maintain high levels of customer service from both staff and volunteers.
• Take an active responsibility for merchandising goods and window dressing.
• Be knowledgeable to customers about the Hospice's work and answer any questions or point them in the right direction.
• Administrative Support, Training and Compliance – Carry out personnel duties at shop level and report to senior level.
• Complete relevant documentation using IT systems.
• Ensure all mandatory training is completed and kept up to date, attending training courses as required.
• Meet the objectives of the retail strategy, both in terms of financial, performance and service quality.
• Maintain confidentiality and comply with all Information Governance policies and procedures.
• Comply with all health and safety regulations as per St David's Hospice Shops health and safety procedures, informing the Retail Support Officer of any problems related to the running of the shop or with the premises immediately.

This job description is not exhaustive and may be subject to amendments in response to the evolving needs of the organisation, following appropriate consultation.

The postholder will also be expected to perform other duties, within reason, as required to support the achievement of organisational goals.