Retail & Admissions Manager

Abbotsford was designed and built by world famous author Sir Walter Scott as both his home and the location for his extensive collection of books and historical memorabilia. It was first opened to the public in 1833, five months after his death. After the death of his last descendent in residence in 2004, The Abbotsford Trust was created in 2007 to preserve, protect, and promote the house, and the life and works of Sir Walter, and inspire, inform and engage audiences. Abbotsford is considered to be one of the most important heritage sites in Scotland.

The Retail & Admissions Manager contributes to achieving the objectives of Abbotsford's Commercial Development Strategy, specifically taking responsibility for managing and developing our retail offer. They are responsible for Visitor Centre admissions sales and the visitor welcome, and support sales of Abbotsford's Friends charitable membership.

Job Purpose

• To lead and oversee the retail operation in support of the Commercial Development Strategy


• To drive retail product development and innovation in pursuit of trading profit growth and Commercial Development Strategy objectives


• To lead and oversee the admissions sales experience, ensuring that admissions revenue, Gift Aid and Friends membership is maximised


• To foster productive teams, motivated and skilled individuals through excellent staff and volunteer management


Scope and Accountability

The Retail & Admissions Manager reports directly to the Commercial Manager. They work closely with colleagues in all teams to ensure congruence between their own area of management and other parts of the charity. They are responsible for the following resources:

· Budgetary management for retail; purchases and sales

· Admissions, events, and Friends membership sales income

· Management of Visitor Services Supervisor, Visitor Services Assistants and Visitor Services Volunteers

Key Responsibilities

Retail

· Achieve Key Performance Indicator targets as set by the Commercial Development Strategy (ATV, SPH, GP and Conversion Rate)

· Provide regular reports to monitor and manage sales, profit margins and stock analysis for category groups and departments, reporting to the Trading Board when requested

· Lead on retail purchasing, including sourcing new stock and suppliers, to create product ranges to entice Abbotsford's audiences

· Promote Abbotsford's brand values in store through product visual merchandising and storytelling

· Manage and develop the EPOS system to ensure data is always accurate and is consistently being updated

· Ensure retail management systems and procedures are fully maintained and stock control systems meet audit requirements

· Adhering to the sale of alcohol legislation, being a Premises Manager

Staff & Volunteer Management

· Manage and support Visitor Services staff and volunteers to be sales driven and proactively engage with all visitors to the Visitor Centre, displaying a positive and constructive approach to all areas of their work and towards colleagues

· Support the Visitor Services Supervisor in the carrying out of data processing and reporting, making best use of systems to provide accurate and timely analysis and reports when required

· Ensure an efficient working rota for staff and volunteers with cover at levels required to provide a high-quality visitor experience and a safe environment at all times

· Ensure learning and development initiatives and training plans are actively implemented and motivating staff members to consistently deliver to sales and service objectives

· Ensure all Trust policies and procedures are adhered to, including undertaking staff appraisals and regular staff meetings

· Support volunteers and integrate them into staff teams, liaising closely with the Volunteer Coordinator

· Assign responsibilities across the team, encouraging team members to proactively identify and resolve issues and opportunities

· Liaise with colleagues in other teams to ensure that staff and volunteers are fully informed of plans, initiatives, events, and exhibitions

Visitor Services

· Manage Visitor Services Assistants and Volunteers, ensuring that admissions revenue, Gift Aid and Friends membership is maximised, repeat visits and recommendations encouraged, marketing data collected

· Lead on the management of the ticketing and admission systems to enhance the customer experience, maximise revenue and return visits, and support the marketing team

· Support colleagues in the planning and delivery of events, marketing and exhibitions

· Provide an excellent, friendly and professional customer service to all visitors and handle any complaints sensitively and efficiently, ensuring that a written record is kept

· Ensure that visitor services reflect the Trust's commitment to equality and diversity e.g. meeting disability needs, ensuring the team have a good understanding of cultural diversity

Operational Management

· Work closely with the Finance & Admin Manager to ensure effective financial management of retail functions including contributing to budgets and managing within these, ensuring that any problems are quickly identified and addressed

· Work closely with the Finance & Admin Manager to ensure that management information systems are meeting business needs, are being operated accurately, and reports are produced regularly

· Act as Duty Manager on a rota basis on weekends throughout the year

Communications and Relationships

· Develop and maintain collaborative and constructive working relationships with Abbotsford staff, volunteers, Trustees and representatives from the Faculty of Advocates

£29,391 - £31,799 a year - Permanent, Full-time, Pulled from the full job description

• Company pension


• Discounted or free food


• Employee discount


• Free parking


• On-site parking, Status: Permanent, 28hrs to 35hrs per week including weekends


Salary: Grade 5, £29,391 to £31,799 per annum (full time), Job Types: Full-time, Permanent

Pay: £29,391.00-£31,799.00 per year

Benefits:

• Company pension


• Discounted or free food


• Employee discount


• Free parking


• On-site parking


Schedule:

• Monday to Friday


• Weekend availability