REVITALISE CHARITY SHOPS

JOB DESCRIPTION

Job Title: Head of Retail
Company: Revitalise Enterprises Limited
Responsible to: Revitalise Chief Executive
Accountable to: Revitalise Chief Executive
Location: Southampton Area
General

Revitalise is a national charity providing short breaks and holidays (respite care) and other services for disabled people and carers. We also offer inspirational opportunities for volunteers through one of the largest, most diverse volunteer programmes in the UK.

One of the three Revitalise centres is Revitalise Netley Waterside House, located by Netley Abbey. Revitalise operates charity shops in the Southampton region in order to raise funds to support and subsidise breaks at this centre.

Revitalise Shops

Revitalise operates 13 shops within a region spanning from Fordingbridge to Gosport, and has aspirations to open further shops in the region.

Each shop is staffed by a paid manager, supported by volunteers, and the total annual turnover is £750,000.

  1. Job Purpose

The post holder is responsible for the effective operation and performance of the Revitalise charity shops.

The Head of Retail is a key member of the Revitalise management team, with responsibility for managing and supporting the Retail Team, in order to maximize income from the shops. In addition, the post holder has special responsibility for overseeing the development of new retail units and the overseeing of merchandising throughout the retail network.

  1. Job Dimensions
  • Location. The role covers theSouthampton area. The Head of Retail will be required to travel throughout the area to shops and business contacts and will regularly meet with colleagues and use ‘Hot-Desk’ facilities at Revitalise Netley Waterside House.
  • Area Management. Overall retail policy and trading strategy is set by the Board of Revitalise Enterprises Limited. The Head of Retail is required to formulate trading strategies for their area, for individual shops and for other opportunities within the area. The Head of Retail will implement local policies and strategies approved by the Revitalise Chief Executive.
  • Shop Management. The charity shops are run by an employed manager, supported by a number of volunteers. The ability and hours workedby the the managers varies from shop to shop and we therefore value everything that our volunteers can do for us. .
  1. Principal accountabilities and responsibilities
  • Responsible for the achievement of the retail budget, with support from the Retail Team.
  • Maximise the sales and profit potential of each shop.
  • Ensure that all shops conform to agreed systems and standards of displaying and presenting merchandise, both on the shop floor and in the windows.
  • Ensure that excellent customer service standards are achieved and maintained by monitoring customer feedback, ensuring that customer complaints are dealt with effectively and promptly and supporting any required training of staff and volunteers.
  • Ensure that effective use is made of space, layout and display in each shop.
  • Monitor and control quality and pricing standards.
  • Ensure systems are in place to ensure that donated stock levels are sufficient, that thereturn on stock is maximised via rotation and redistribution of stock and that distribution ofdonated stock delivered to the shops is in line with the charity’s procedure.
  • Monitor and control policies and procedures related to waste and recycling.
  • Advise the shop managers in the day to day running of the shops withregard to merchandising and image.
  • Maintain an active awareness of trading by other charity shops and retailers in Revitaliseshop locations.

Merchandising - With shop managers:

  • Promote awareness of Revitalise Netley Waterside House, thereby attracting a good quantity and quality of donated goods for sale.
  • Implement pricing policy and keep prices under continuous review in accordance with the agreed policies and strategies.
  • Maintain a high standard of merchandising and display, both windows and in store, in accordance with the agreed policies.
  • Maintain a balanced supply of stock in each shop and move stock between shops to achieve best overall sales revenues.

Shop Management - With shop managers:

  • Provide a courteous and helpful service to the public.
  • Receive, sort, prepare, price and maintain stock of general donations for sale in line with agreed policies and strategies.
  • Identify and make available suitable stock for our EBay Shop.
  • Ensure the retail premises are clean & tidy at all times.
  • Deal with demanding customers, complaints and queries and refer to the Revitalise Chief Executive if necessary.
  • Ensure that the advertised trading hours of the opening and closing of the retail premises are adhered to.
  • Make recommendations on the location, expansion and development of shop sites basedon relevant information and trading potential.
  • In conjunction with the Chief Executive, locate, view and assist in the decision whether to proceed with the site.
  • Plan, design, prepare and launch new shops identified to a high standard and within agreed

budgets.

  • Undertake a programme of refits of existing shops, as required. Work with the shop

manager and appropriate staff to plan, prepare and re-launch the shop to match the high

standard of other shops in the network and within agreed budgets.

Management of staff

  • Undertake regular 1-2-1 meetings, as required, with shop managers, specifically with regard to sales, promotion and merchandising.
  • Ensure that shop managers, staff within the Retail Team and the personnel department have appropriate personnel documentation, including staff holiday, sickness and basic details of volunteers. Approve requests for annual holiday from the Retail Team.
  • Ensure the Retail Team have appropriate absence documentation.
  • Ensure that effective communication is maintained between the charity and shoppersonnel, including volunteers. Ensure the delivery of regular shop managers’ and deputy managers’ meetings and deliver sessions at these meetings where appropriate.
  • Lead on the recruitment, induction and training of shop managers
  • Manage shop accidents/incidents received and deal with any complaints which are appropriate to the role. Deal with any unresolved complaints escalated from the shop managers.
  • Identify and undertake merchandising training of shop staff and volunteers in order tomaximise sales, including window dressing and product display.
  • Ensure that any identified training requirements for staff development are discussed with the Chief Executive where appropriate, for inclusion in the annual retail plan.

Management of volunteers - With shop managers:

  • Recruit volunteers and ensure the retail premises are adequately staffed at all times.
  • Set up and manage standards relating to customer service.
  • Encourage volunteers to work as a team.
  • Encourage volunteer commitment and value their new ideas.
  • Ensure all new recruits to receive appropriate training and support before they are allowed on the shop floor.
  • Ensure all new recruits receive an induction and are made aware of the aims and objectives of Revitalise.

Management of Finances

  • Implement and monitor policies for the control, reconciliation and banking of shop takings and periodic returns to the finance department.
  • Review and update the retail element of the strategic plan in conjunction with the Shop Managers and in consultation with the Chief Executive and Senior Management Team.
  • Undertake research to maximise savings in procurement of day to day consumables for

the shops.

  • Compose press statements to the media, including details of sales promotions in relation

to the shops network and liaise with Marketing Manager regarding the release of these statements.

  • Support the Chief Executive with the preparation of the annual sales targets and expenditure budgets for the retail network and in consultation with the shop managers.

Management of policies and procedures

  • To be aware of and comply with the RevitaliseHealth & Safety policies relating to the welfare and safety of managers and volunteers and the operation premises under the jobholder’s control.
  • Ensure all managers and volunteers are given their first day Health & Safety training.
  • To ensure managers and volunteers adhere to all relevant policies and procedures as instructed by the Revitalise Chief Executive.

Other duties

  • Keeping the shops supplied with requisite stationery, promotional goods etc.
  • Identifying retail property maintenance and repairs and reporting necessary works to the Revitalise Chief Executive.
  • Identify opportunities to increase and maximise sales and reduce costs.
  • Maintaining a number of bank staff and arranging cover to ensure that all shops remain open with a manager during periods of absence caused by holidays and sickness.
  • To work with the Revitalise marketing and fund raising teams to increase awareness of Revitalise, Revitalise Netley Waterside House, and the Revitalise Shops.
  1. Measures of Success
  • Sales
  • Profit
  • Compliments
  • Manager turnover
  • Volunteer turnover
  • Appraisal
  1. Communications & Relationships

Internal
Revitalise Chief Executive
Board of Revitalise Enterprises Limited
Staff at Revitalise Netley Waterside House
Shop managers
Volunteers
Marketing
Fundraising
Human Resources
Finance / External
Customers
Donors
General Public
Trades & Services
Local Government & Agencies
Local media
  1. Person Specification

Revitalise Head of Retail

Essential / Desirable / Assessed By
Experience
Retail sales experience at managerial level
Working with volunteers
Charity shop experience
Qualifications
A clean driving licence
Commercial retail sector training courses
Skills, Knowledge & Abilities
Creative flair with an eye for detail and able to present stock to a high standard
Good organisational and management skills
Good problem solver and negotiator
Good communication and interpersonal skills, personable and able to relate to volunteers
Able to interpret financial information
Personal attributes
Flexible attitude and a positive and outgoing personality
A motivational team builder, who recognises potential in people
Ability to work independently with a minimum of supervision and able to prioritise work
Ability to remain calm and manage stress positively
Entrepreneurial and commercially minded
Personal Circumstances
Able to be contactable by shop managers for urgent problems
Able to work flexibly and additional hours