Relief Manager

Are you a dynamic, positive person looking for a retail role that's win-win? We want your energy and enthusiasm, to help fulfil our mission to Save Sight. Change Lives. And in return we'll give you the chance to take a well-stocked, beautifully styled charity shop and make it a lively, well-loved hub for our shops.

About our mission: Imagine being told that you, or someone you love, is losing their sight. In that moment, two profound questions demand urgent answers: Can this be stopped? How will I live my life? Currently, research into preventing and treating sight loss is chronically underfunded, receiving a mere 1.2% of publicly funded health research grants: people who are blind or vision impaired are three times more likely to experience loneliness and isolation than the general population. We find and fund the brilliant minds and bright ideas that put change in sight. Our researchers are at the forefront, making breakthroughs and discoveries that will prevent, treat and cure eye disease. The partnerships we build and initiatives we support are changing life for blind and vision impaired people. We are Fight for Sight: we won't stop until we: Save Sight. Change Lives.

We have a clear ambition and have the support of well-respected and highly engaged ambassadors. We are now looking for experienced, committed, and creative individuals to join our dynamic team to help realise a new five-year growth strategy. You'll be part of something impactful, we'd love to hear from you.

Role Responsibilities

• To coach, lead and manage the Assistant Shop Manager and a team of volunteers.
• Drive sales performance to exceed targets, maximising cost efficiency.
• Maximise shop profits through delivery of the retail strategy, including income, gift aid donor sign up and conversion, donations and other income generators.
• To achieve compliance with relevant regulation e.g., health and safety and safeguarding, whilst adhering to all policies and procedures.
• To promote strong relations within the local community to enhance the profile and good name of the charity.

Main Responsibilities

• To deliver shop income plan.
• To achieve gift aid income objectives, donor sign up and conversion.
• Improving processes to deliver maximum value, coaching colleagues to success.
• To support and manage volunteer pricing to ensure items are processed in line with policies and procedures, recognising and thanking the team for their contribution.
• To develop a culture of ownership and follow up within own team and volunteers.
• To adhere to safe, legal & secure requirements and standards for the shop, both front and back of house.
• To induct, train and coach new colleagues, as evidenced through induction paperwork and development plans.
• To role model and promote effective team communication, celebrating success and sharing best practice.
• To liaise closely with the Warehouse Manager, Relief Support, Volunteer Recruitment Manager and Commercial Manager.
• To role model exceptional customer service to supporters and donors, providing feedback in a timely manner.
• To ensure the highest standards of customer care and service are demonstrated by self, line reports and volunteers.
• Promote, monitor and act on internal and external customer feedback.
• To evidence effective local networking to generate donations and volunteer engagement, including local business and other stakeholders.
• To monitor and check security of stock and debrief variances with the Commercial Manager.
• To proactively assess own development needs and seek out development opportunities to enhance contribution to Retail objectives and operations.
• To take ownership of good housekeeping for all areas of responsibility.
• To accept responsibility and carry out any other task commensurate to the role.

Sales and Profit

• Monitor and be accountable for sales and category performance, as well as ensure that the team are aware of and engaged in the shops financial performance.
• Foster a creative and entrepreneurial shop environment where team members seek to maximise income in new and innovative ways both within the shop and through a variety of channels, such as community events.
• Manage the team to maximise income from Gift Aid on donated products.
• Ensure that all of Fight for Sight financial procedures are adhered to and executed in a timely fashion by the shop team.

Shop Floor

• Ensure sourcing sufficient levels of donated stock locally in collaboration with the shop team.
• Establish efficient and commercially successful stock processing systems (such as pricing, quality standards, consumer safety, stock density and culling stock), including backroom systems and ensure these are adhered to by the volunteer team.
• Ensure that all legal and Fight for Sight internal regulations regarding donated stock are adhered to.
• Inspire the team to provide a great customer and donor experience, which enables Fight for Sight to attract new supporters every day.
• Ensure that feedback, including complaints are escalated to the Commercial Manager within the agreed timeframes.
• Empower the team to create original, appropriate and commercially successful visual merchandising displays, including shop windows.
• Make sure that all procedures for the sale of new products are followed by the volunteer team (if applicable).
• Work with the Commercial Manager to ensure our shops are in good condition, maximise their potential and are fit for purpose.
• Provide a safe and healthy working environment and ensure that all team members are aware of and operate within Fight for Sight's health and safety policies and procedures, including waste management and customer safety.

Leadership

• Recruit, induct, and retain an inclusive and diverse volunteer team, which is large enough in numbers and capable to maximise the shops income and profitability and guarantee the smooth running of the shop.
• Maintain an empowered, well trained, motivated and engaged volunteer team with excellent levels of communication at team and individual level.
• Connect the volunteer team with Fight for Sight's work and help them to understand the value of their contribution.

Leadership - Paid Staff

• Support in the recruitment, induction and ongoing development of all paid staff members.
• Coach the team in delivering income, profit and Gift Aid conversion and donor sign up targets.
• Set clear objectives and expectations to ensure the smooth running of the shop.
• Ensure regular half and annual performance reviews are conducted.

Management - being part of Fight for Sight

• Play active part in the charity, including attending and contributing to all-staff meetings.
• Play a key role in enabling the shop to represent Fight for Sight and increase the knowledge of the local community about our mission and work.
• Be accountable for the integration of the shop into the local community in collaboration with the shop team.
• Empower the team to respond to all appeals and fundraising opportunities.
• Adhere to and enforce Fight for Sight safeguarding policies.

Other

• Required to adhere to Fight for Sight's vision, mission and values.
• Understanding of and commitment to adhere to equality, diversity, and staff health and wellbeing principles.

Person specification - Desirable skills, knowledge & experience

• The ability to work under pressure whilst remaining calm and organised.
• To be receptive to change and to act as a change agent.
• The ability to maintain excellent rapport with staff, volunteers, supporters, and donors.
• To demonstrate a calm and logical approach to problem solving.
• To consistently demonstrate a dedicated approach to the quality of customer service and team working.
• Comfortable working in a small team both strategically and operationally.
• Commitment to teamwork, business partnering and a collegiate approach with a can do attitude and a sense of humour.
• Able to provide positive, dynamic, tenacious and flexible leadership at all times.
• Results-driven, able to measure and quantify own outcomes.
• Adaptable to changing landscape and evolving organisation.