Shop Manager

We have an exciting opportunity for a Head of Retail to join Essex & Herts Air Ambulance (EHAAT).

• Permanent
• £47,000 pa
• 37.5 hours/ 5 days a week
• The role will be based at Stevenage with hybrid coverage throughout Essex & Hertfordshire

You’ll be working in a fast-paced, positive environment, amongst both crew and charity teams, where looking after our people’s wellbeing is a top priority.  Our Employee Assistance Programme (EAP) supports all our team and their direct family with focused support on financial, mental and physical wellbeing. 

We offer a pension scheme with an employer contribution up to 8%.  Pension scheme members also benefit from an annual pensions review, life insurance and access to a virtual GP service 24/7. 

In addition, you will receive 24 days annual leave plus bank holidays, free car parking, and eligibility to join Blue Light Card which provides members with thousands of discounts online and on the high street.

ABOUT THE ROLE

The purpose of this role is to maximise the income and profit sustainability of a multi-site and multi format retail business through the effective management of people, resources and budgets.  The role will contribute to the development on the strategic direction and the future expansion of EHAAT’s retail operation, and to empower and engage the retail team through positive and clear leadership.

This is an important role in enabling the Retail Team to focus raising funds to support our life-saving service to the people of Essex and Hertfordshire.

SPECIFIC DUTIES AND RESPONSIBILITIES

• Work closely with the Associate Retail Commercial Director to provide expertise, leadership, vision and guidance, to drive forward the strategic direction of the retail operation and deliver outstanding performance in all aspects of charity retail.
• Develop, implement and manage the necessary practices, systems, and controls to ensure the operational, financial and administrative compliance necessary to deliver an efficient retail operation.
• Lead on the expansion of the existing shop portfolio including: sourcing, costing & planning of new shops including shop-fitting, staff recruitment & opening. Working with the Associate Retail Commercial Director and Governance Manager on lease negotiations and securing lease completions.
• To grow and develop the Ecommerce division supporting both the Ecommerce Manager and Donation Centre Manager in online innovation and expansion.
• Work closely with the Volunteer Manager to create a culture of volunteer empowerment and development focusing on volunteer recruitment, management and retention throughout the retail department.
• Work closely with the Associate Retail Commercial Director to build productive relationships across EHAAT to ensure that the retail team are part of the wider charity team, and are able to advocate for the charity with customers and other supporters.
• Work with the Fundraising Team to embed shared fundraising and retail incentives to drive new income streams and open opportunities for both departments.
• Work with the marketing team and other key retail staff to further develop the customer experience, ensuring the interior design and quality is in keeping with the required profile. Ensure that Shop Managers adhere to brand guidelines and that messaging in relation to the work of the charity is visible and impactful.
• Represent EHAAT in the community and public domain as appropriate. Ensuring that relationships in the community are managed in a way that achieves the best outcome for all parties.
• Maintain an up to date knowledge of the charity retail market and the activities of other local charitable organisations to identify market gaps and new opportunities.
• Develop and maintain strong relations with external retail volunteer support and chair quarterly retail working groups meetings.
• Lead a diverse retail division for EHAAT ensuring that a culture of inclusiveness is promoted throughout the department

Operational Responsibilities

• Lead, support and motivate the retail team, managing performance or conduct issues as required – this includes direct line management of the Area Manager, Ecommerce Manager and Donation Centre Manager with whom you will be expected to conduct regular documented 1:1s.
• Ensure that timely and appropriate communication and feedback mechanisms are in place for your team and volunteers, engaging, and encouraging contribution. Ensure the wider charity is kept up to date with relevant retail activity through team meetings charity team events.
• Work with the Associate Retail Commercial Director to plan, set and manage the annual retail operating budget, reforecast quarterly as appropriate and take steps to address underperformance.
• Monitor and evaluate the commercial performance of each shop and Ecommerce division, maximise profit across the portfolio and report to the Associate Retail Commercial Director monthly about the continued viability of each.
• Deal with all property matters in respect of their on-going management, maintaining and updating the existing property database of leases and subleases. To be across all expiry dates, break notices, rent reviews and other relevant matters with all retail leases.
• Take overall responsibility for the Donation Centre through supporting the Donation Centre Manager to ensure the development of excellent warehouse, sorting and transport operations in order to maintain sufficient stock available for all shops and ecommerce.
• Work closely with the Head of Workplace and workplace team to ensure all retail operations are compliant with health and safety policies and standards.  Ensure a robust and efficient process is maintained for all workplace reported concerns or incidents and are addressed in a timely manner.
• Ensure all investigations into reported accidents, incidents and near misses are carried out without delay and appropriate action is taken to prevent a reoccurrence by either immediately remedying the defect or implementing control measures to prevent the situation from deteriorating or reoccurring.
• Implement a structured approach to using data in the analysis of sales.
• Lead an excellent customer service ethic across the business ensuring this is monitored through initiatives such as mystery shopping.
• Ensure that Gift Aid procedures, processes and claims are completed within the agreed time frames.
• Develop an online retail shop via the EHAAT website to offer pre-loved goods.  Set operational structure and budgetary targets.
• Develop and control EHAAT’s charity merchandise from design through to purchase. Working with external suppliers to produce a range of sellable and profitable goods that develops the charities community awareness.
• Undertake any other tasks, duties or responsibilities as requested by your line manager or other senior manager, including the Board of Trustees and Chief Executive.
• Work closely with the People Director and People Team to ensure all people matters are managed in line with EHAAT’s policies and procedures.