Retail Operations Manager

Charitynorth Devon Hospice; London; On-site; GBP 25,000 - 35,000

Job description

RSPCA Finchley, Golders Green, Hendon and District Branch is a separately registered and independent branch of the RSPCA. The branch is responsible for all of its own funding to help animals in the local area.

We are looking for a Retail Operations Manager to be responsible for overseeing the day-to-day running of two RSPCA Finchley branch charity shops including managing retail staff and overseeing retail volunteers. The retail operations manager will be based at one of the branch shops as their base shop which they will directly manage. The role includes management of staff rotas and ensuring the shops are compliant with all branch policies and procedures, including meeting Health and Safety and Safeguarding requirements. The job holder will be responsible for ensuring an excellent customer experience in our shops.

As well as overseeing the two branch charity shops, this role will involve maximising profitability of both shops, managing the branch eBay account and identifying and implementing other income-generating initiatives to ensure the branch can generate an income to support its animal welfare activities in the local community.

Reporting to
The Trustees of the RSPCA Finchley, Golders Green, Hendon & District Branch

Main purpose of job
To manage two retail shops within the branch ensuring excellent customer service and maximising revenue.

Key tasks and responsibilities

1. Manage the day-to-day operational requirements for two RSPCA Finchley branch shops including managing retail staff, overseeing retail volunteers, responsible for the branch mobile phone and directly managing one of the two shops.
2. Maximise profitability of the shops by ensuring retail staff and volunteers are fully trained. Ensure standards in the shops - display, presentation and cleanliness are high. Ensure the number of donations and value from them is maximised, stock rotated and opportunities to increase revenue are taken.
3. Responsible for maximising profitability of the branch shops, setting and agreeing budgets with the Trustees, developing and monitoring key performance indicators including reviewing shop takings on a daily, weekly and monthly basis and taking corrective actions as required.
4. Lead the team of retail and volunteer staff to assist you in providing an excellent customer experience.
5. Manage the retail staff rota and holiday records. Ensure effective annual appraisals and check-ins are in place for all retail staff.
6. Identify and outline a business case for new opportunities to increase revenues by other activities and present case to the Trustees.
7. Manage the branch eBay account including the listing, posting and preparation of items for sale.
8. Ensuring shops meet current Health and Safety requirements, including regular training for retail staff and volunteers, and management of annual Health and Safety inspections.
9. Ensure shops are compliant with all branch policies and procedures, including Safeguarding, and ensure regular training for retail staff and volunteers.
10. Identify and implement initiatives to maximise use of JustGiving online fundraising and use of GiftAid claims to increase revenues for the branch.
11. Manage maintenance of shops liaising with contractors, managing works and seeking advice from external advisors as needed, obtaining approvals from the Trustees on external spend as required.
12. Undertake recruitment processes to fill any retail staff vacancies.
13. Able to work weekends and public holidays as required.
14. Able to attend Trustee meetings, one evening per month.
15. Able to travel to cover East or North Finchley shops as required.
16. Able to provide ad hoc cover for Animal Welfare activities where needed to cover staff absences.
17. Desirable to transport stock between East Finchley and North Finchley shops by car.

Key results/objectives

1. Maintain and increase revenues from retail and digital and donation activities.
2. Ensure shops are fully staffed during opening hours by paid and volunteer staff, hours as agreed with the Trustees. Proactively recruit new volunteers as agreed with the Trustees.
3. Ensure all retail staff are fully trained and comply with Branch policies and procedures.
4. Prepare monthly reports for income trends with commentary as well as volunteer and retail staff updates for the Trustees.
5. Attend monthly Trustee meetings.
6. Meet branch eBay target for items placed and revenues received.

Knowledge, skills and experience

1. Highly self-motivated, positive and resilient and who has previous retail and people management experience.
2. A strong communicator with excellent organisational skills, you will have the ability to build and maintain positive working relationships with a variety of people and have good knowledge of the issues relating to recruiting and retaining volunteers.
3. The ability to be flexible, adaptable and open to change.
4. Experience of working to income and expenditure targets are highly desirable as are those who have previously worked in the charity retail sector.
5. Full clean driving licence is desirable to support with the transfer of stock between East Finchley and North Finchley shops.

Full time 37.5 hours per week over 5 days (must be flexible Monday - Sunday)

Location: RSPCA Finchley & District Branch Shops (736 High Road London N12 9QD and 160 High Road London N2 9AS)