Retail Operations Manager

Job description

Job responsibilities

Operational Management

Manage the generation and distribution of stock, including organising the logistics for van deliveries and collections to meet both shops and customer requirements.

Support the development and optimisation of the Redhill distribution hub.

Manage key internal and external stakeholders including suppliers, landlords and internal support teams, ensuring that an efficient and compliant service is maintained.

Research opportunities to reduce waste and disposal costs and introduce new/improved sources of recycling.

Develop proposals to improve the operational management of the retail team in support of the retail strategy.

Work with the Head of Retail and Retail Sales Manager to host Retail Sales Meetings, engaging the team with the broader aims of the charity.

Undertake other or additional duties that are within your skills and abilities, as the organisation may reasonably require from time to time.

Income Generation

Manage the full gift aid claim process, working with colleagues and shops managers to optimise gift aid conversion rates.

Manage the shops e-commerce and online operations, research and implement associated platforms.

Support sales promotions and seasonal changes across the chain of shops.

Support colleagues to develop opportunities for niche sales offers.

Regularly review shops departmental sales performance to support sourcing and supply of specific stock.

Working with fundraising colleagues to ensure that the retail supporter journey is optimised and relationships are managed holistically.

Standards and Compliance

Manage full compliance of the Childrens Trust shops in line with all Health & Safety legislation, Fire safety, Trading Standards, Retail Gift Aid, GDPR, ThankQ CRM, Risk Assessments, Safeguarding and all other legal or statutory requirements.

Deliver and manage internal and external audit processes working with Retail Sales Manager and Head of Retail to ensure that all audit actions and recommendations are delivered by the team.

Adhere to the policies and procedures of The Childrens Trust.

Management of self and others

To provide excellent customer care through quality of service, dealing with customer enquiries and orders, handling complaints both efficiently and effectively, and having a good understanding of what The Childrens Trust does.

Adhere to the policies and procedures of The Childrens Trust.

Maintain professional boundaries and professionalism at all times.

To undertake other or additional duties that are within your skills and abilities, as the organisation may reasonably require from time to time.

Health and Safety

Adhere to all Health and Safety guidelines, principles and regulations required to perform your role and comply with The Childrens Trust policies and procedures.

Adheres to all health and safety guidelines, including infection prevention and control.

Provide evidence of a valid NHS Covid Pass or acceptable proof of Covid vaccination or medical exemption and all vaccinations (or medical exemption) required for the post.

Adhere to manual handling procedures and complete mandatory manual handling training.

Promotes the health and safety of others.

Acts as Retail lead using the incident reporting and risk assessment system (IRAR), to identify and report risks and incidents/actions if directed.

Responsible for identifying and mitigating risk within the work environment.

Wellbeing and Emotional Resilience

Maintains a positive approach and outlook when dealing with change and overcoming challenges and problems.

Recognises own limitations, develops realistic goals, and uses support network resource when or if necessary.

Treats challenges and problems as a learning experience.

Remains organised and focused when under pressure.

Responds appropriately and effectively to all constructive feedback.

Motivates self and others.

Person Specification

Experience

Essential

• Experience of managing the logistics of multi-site operations
• Experience of managing Gift Aid schemes and processes
• Experience of stock management and generation
• Experience of developing sales initiatives or new income streams
• Experience of delivering high standards of customer service and complaints handling

Desirable

• Experience of in-store space management
• Experience of internal audit processes
• Experience of working with volunteers

Knowledge

Essential

• Knowledge of EPOS systems, including reporting and analysing data.
• Management of Health and Safety in the workplace.
• Comprehensive understanding of budgeting, interpretation of financial information and analysis.

Personal Qualities

Essential

• Commitment to the vision and Promises of The Childrens Trust.
• Flexible and can do attitude to competing commitments in workload.
• Highly motivated and reliable.
• Ability to cope working in a demanding environment.
• Commitment to maintaining personal wellbeing and the wellbeing of colleagues.

Qualifications

Essential

• Educated to GCSE grades A-C or Scottish Standard grades.
• Training to City and Guilds, basic level. (NVQ2) or equivalent experience in comparable role

Desirable

• IOSH and NEBOSH H&S qualification

Skills & Abilities

Essential

• Ability to work on own initiative with a willingness to research, test and learn new systems.
• Outstanding organisational skills with the ability to manage competing demands.
• Excellent communication skills with experience in working with remotely based teams.
• Ability to drive and have use of a car

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

The Children's Trust

Address

The Childrens Trust

Tadworth Court

Tadworth

Surrey

KT20 5RU

Employer's website

https://www.thechildrenstrust.org.uk/jobs (Opens in a new tab)