Job Summary

Our shops play a pivotal role in our income stream and assists in the financial sustainability of the Hospice. As the Retail Development Officer, you will support the Area Retail Manager in the running and development of all retail shops, e-commerce and distribution centre. You will support Shop Managers to deliver excellent merchandising standards, efficient and effective work practices, regulatory compliance as well as exceptional customer service. You will designate in the absence of the Area Retail Manager to ensure the effective and efficient management of the retail operation.

Our shops provide employment and volunteering opportunities, sell a wide selection of donated pre-loved goods, play a significant role in the local reuse and sustainability agenda, and provide a visible presence of the Ayrshire Hospice within our local communities.

Main Responsibilities

To support Shop Managers in achieving year on year improvements in income, sales and net profit targets as per annual budgets
To work with Shop Managers, utilising KPIs to provide advice and feedback on shop performance that promotes a learning culture within the team
Support in delivering a culture of excellent customer service across the shop network, training and supporting staff to develop positive and professional relationships. Displaying appropriate standards of professionalism, compassion and enthusiasm
Support the Area Retail Manager and Shop Managers to ensure compliance with statutory requirements under the data protection act, trading standards regulations and workplace health & safety regulations.
Assist the Shop Managers and Volunteer Co-ordinator to build and maintain successful relationships with volunteers to harness their commitment and support for the Hospice.
Support in the development and improvement of the current online retail service provision increasing the income and reaching a wider customer base
Support the effective management of the distribution centre ensuring practices are carried out to a professional standard.
To assist the Shop Managers in delivering effective Gift Aid practices across all stores.
Support shop teams in delivering a customer experience to an exceptional standard, that nurtures a connection and ongoing engagement with the Ayrshire Hospice
Support the shop teams to contribute to climate sustainability through engagement with recycling and upcycling initiatives
Work in partnership with communications and marketing to help promote retail across media platforms, celebrating events and ensuring the messaging is consistent with branding.

Person Specification

E - Essential

D - Desirable

Education / Qualifications

Qualification within people management - D

Knowledge/Experience

Previous experience of retail management - E
Proven track record of people management - E
A proven track record in achieving targets / objectives - E
Experience with working with the public and delivering excellent customer care - E

Ability/Skills

Commercial awareness with knowledge of retail best practices - D
An awareness of fashion brands - D
Organisational skills with the ability to prioritise between conflicting demands - E
Driving license - E

Personal Qualities

Positive, motivated and enthusiastic individual - E
Passion for Hospice care - E
Values driven - E