Shop Manager Crouch End (Full Time)

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.

The Shop Manager will play a crucial role in the future growth of our newly merged charity and the impact that we can achieve through partnership for people with sight loss.

Responsible to: Commercial Manager

Direct reports: Immediately responsible for recruiting and developing a team of dedicated volunteers. In due course, the role and responsibilities may grow in line with organisational growth and priorities.

Working hours and contract: Permanent, Full time, 35 hours, 5 days per week but flexible over a seven-day rota

Salary: Minimum £25,207 per annum depending on experience

Location: Crouch End

We will be interviewing on a rolling basis; therefore, we will close the vacancy as soon as we have found the right candidate. Important note: All applicants must have the Right to Work in the UK. Unfortunately, we do not have a sponsoring license for non-UK employees which means that if you do not have a current, valid UK working permit, please do not apply, as we will not be able to consider your application.

Role Responsibilities

• To coach, lead and manage 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 and Volunteer 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

Person specification:

Skills, knowledge & experience

• Monitor and be accountable for sales and category performance, as well as ensure that the team are aware of and engaged in the shop's 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
• 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
• 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

Leadership - Volunteers:

• Recruit, induct, and retain an inclusive and diverse volunteer team, which is large enough in numbers and capable to maximise the shop's 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:

• Recruit, induct, and retain an inclusive and diverse volunteer team, which is large enough in numbers and capable to maximise the shop's 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 work and help them to understand the value of their contribution

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

Personal qualities:

• 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
• Willing and able to operate at pace in an organisation going through rapid change, using your initiative and delivering to tight deadlines
• Excellent verbal and written communication skills
• Highly organised with ability to plan effectively and allocate resources appropriately
• An understanding of and commitment to London's blind and partially sighted people

Flexibility: The role description is a general outline of duties and responsibilities and may be amended as we grow. The post holder may be required to undertake other duties as may be reasonably required from time to time.

Employee benefits: We value our staff and volunteers and want to make sure that they are supported in their work. Other benefits we also offer are:

• A great team and a supportive culture
• Employer pension contributions matching up to 10%, and death in service cover
• Generous parental leave
• Flexible/hybrid working options
• Apprenticeships scheme, study leave and financial support for training & development
• Cycle to work scheme, eye test vouchers, and a staff loan scheme, access to an Employee Assistance Program
• An active Social Committee and staff events