Head of Retail in Bury

Bury Hospice is seeking an inspiring, commercially-minded Head of Retail to join our senior management team. Reporting directly to the CEO, you will lead our successful retail operation including physical shops, furniture stores, and a growing e-commerce presence during an exciting period of strategic growth. This is a high-profile role for a leader who can balance operational excellence with ambitious future planning. You will be responsible for driving profitability across our estate, expanding our online footprint on platforms like eBay and Vinted, and leading the feasibility work for potential new retail opportunities.

Main duties of the job

• Deliver an integrated retail and online strategy that maximizes vital income for the hospice.
• Lead and develop our dedicated workforce of staff and volunteers.
• Collaborate with our Marketing team to deliver high-impact donation drives and retail campaigns.
• Manage our property portfolio, logistics, and warehouse operations.
• Represent the hospice as a senior leader, including participation in the Senior Manager on-call rota.

About us

Bury Hospice delivers high-quality, compassionate palliative and end of life care to local people living with life-limiting illness. We offer a friendly and supportive working atmosphere in a pleasant purpose-built setting.

Job responsibilities

Key Responsibilities

1. Strategic Leadership & Future Growth
   • Develop and deliver an integrated retail and online sales strategy to maximize income and profitability.
   • Identify growth and new business investment opportunities, including expanding the shops portfolio and developing new commercial initiatives.
   • Contribute to feasibility studies and business planning for future retail developments, such as a potential superstore.
   • Manage the retail property portfolio, ensuring leases are handled professionally and new shops are sourced to fulfil strategic plans.
2. Marketing, Campaigns & Retail Events
   • Act as the senior retail lead for all retail-related marketing and promotional activity.
   • Liaise closely with the Marketing & Communications department to plan and deliver effective retail campaigns, donation drives, and seasonal initiatives.
   • Own and manage a retail events and marketing calendar, ensuring stores are operationally ready for campaigns.
   • Evaluate the performance and return on investment (ROI) of retail marketing activity and events using data and insight.
   • Take responsibility for operational delivery across all sites, ensuring a consistently high level of customer service and donor experience.
   • Build, manage, and analyse the annual budget for income and expenditure.
   • Set, monitor, and report against KPIs across all physical and online channels, including income, margin, Gift Aid, and stock conversion.
   • Oversee the transport and warehouse functions to ensure efficient stock collection, processing, and distribution.
   • Develop a stock acquisition strategy to support year-round stock generation and reduce reliance on reactive donations.
   • Utilize CRM systems to interrogate data and insight to make informed decisions to increase performance.
   • Identify and implement opportunities to grow online sales through platforms such as eBay, Shopify or Vinted.
   • Oversee all aspects of online trading, including listing, pricing, dispatch, customer service, and returns.
   • Ensure compliance with online platform rules, data protection, and consumer legislation.
   • Lead, inspire, and develop a committed team of paid staff and volunteers.
   • Participate in the Senior Manager on-call rota for the Hospice.
   • Design and deliver a volunteer strategy covering retail stores, furniture operations, warehouse support, and online sales.
   • Line manage key personnel, setting clear objectives and conducting regular 121s and annual appraisals.
   • Conduct all work in a manner reflective of the organizational values: Learn, Inspire, Care, and Respect.
3. Governance & Compliance
   • Ensure the retail operation complies with all Charity policies, including Health and Safety, security, and statutory requirements.
   • Ensure all retail income is raised lawfully, adhering to GDPR, Charity Commission guidance, and Charity Retail Association codes of practice.
   • Protect service users, visitors, and staff by observing Infection Prevention and Control policies.

Person Specification

Experience

• Experience: Substantial senior retail management experience across multiple sites or channels, ideally within a charity environment. Proven track record in driving sales income and net profit while controlling costs.
• Growth & E-commerce: Experience developing and growing online sales or e-commerce operations. Experience identifying new business opportunities or expanding shop portfolios.
• Leadership: Proven ability to inspire, lead, and develop diverse teams of staff and volunteers. Experience working collaboratively with marketing teams.
• Skills: Strong commercial acumen and analytical skills with a good understanding of profit and loss. Excellent communication, negotiation, and relationship-building skills.
• Other: Full UK driving license and access to transport. Willingness to work flexibly, including weekends.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.