National Retail Manager (2 Year Fixed Term Contract)

Transcription

1 MS SOCIETY JOB DESCRIPTION Job title: Location: Reports to: Position type: National Retail Manager (2 Year Fixed Term Contract) Home based (England) England Area Fundraising Manager Part time 28 hours per week Introduction to multiple sclerosis and the MS Society Over 100,000 of us in the UK have multiple sclerosis (MS). It s unpredictable and different for everyone. It s often painful and exhausting, and can cause problems with how we walk, move, see, think and feel. It can make it hard for us to work, and do the things we enjoy. But it doesn t have to be this way. We re the MS Society a community of people living with MS, scientists, campaigners, volunteers and fundraisers. We understand what life s like with MS, and we support each other through the highs, lows and everything in between. And we re driving research into more and better treatments for everyone. Together, we are strong enough to stop MS. Our network of 260 local volunteer-led groups across the UK offer a wide range of services and support to people affected by MS and their families. At present, seven of our local groups run charity shops, selling donated goods to raise funds towards the delivery of local services. The National Retail Manager provides support and guidance to local shop teams (which refers to staff and volunteers involved in the management and operation of each shop), working closely with them to develop and implement an effective retail strategy to maximise income potential. Purpose The National Retail Manager is responsible for the oversight and development of the MS Society s charity shop retail operation. The purpose of the role is to develop and deliver strategy, manage and motivate a team of staff and volunteers, and ensure excellent customer experience, to continually improve the fundraising potential of our shops. Work with key stakeholders to develop and implement local and national retail strategies. Manager JD Template 2017 v1 1of 7

2 Work with England Area Fundraising Manager and shop teams to set income targets and KPIs and provide effective leadership to ensure they are achieved. Responsible for oversight of the day-to-day operation of retail units across the UK. Oversee the work of the local shop teams, ensuring adherence to MS Society brand, internal policies and legislative requirements. Provide effective line management for individual shop managers, to ensure the motivation, training and development of all shop staff and volunteers. Work with shop teams to identify and exploit retail trends and local opportunities to grow income. Deliver high standards of customer service across the retail network. Deliver profitability by overseeing costs and ensuring efficient resource management. Deliver regular monitoring and reporting on performance and take appropriate action where needed. Act as an ambassador for the MS Society at all times. As a key member of the Engagement & Fundraising management team, contribute to the leadership, planning and policy formulation of the department to meet organisational objectives. Key relationships: Internal The post holder works closely with: England Area Fundraising Manager Area Fundraising team Shop Managers Shop volunteers Local group volunteers, particularly the Group Coordinator and Coordinating team members Local Networks team Health & Safety team Finance team Volunteering team Property Administrator External The post holder works closely with: Local authorities Local communities Key accountabilities: Our National Retail Manager will support delivery of our fundraising strategy and deliver our strategic goals by: 1. Strategy development 2of7

3 2. Business plan implementation 3. People management 4. Financial management 5. Monitoring and reporting on performance 6. General Our values We expect everyone who works with us to model and promote our values: Bold We are brave and innovative. We re not afraid to take risks and speak out, even when it is not easy. We are pioneering and dynamic in our approach to achieving our goals. We will campaign and push boundaries, and will not give up until we have beaten MS. Expert People with MS are experts in their own condition. We bring together their own experience and knowledge, along with that of staff, volunteers and professionals, and the best available evidence, to improve the lives of people affected by MS. Ambitious We do not accept the status quo. We set high standards and work hard to reach them, driving real change. We push the boundaries and are positive about beating MS. Together We achieve success by working with the whole MS community. We are collaborative and inclusive in our approach to succeed in delivering our goals. Everything we do shows we support and care about each other. Detailed responsibilities: 1. Strategy development (35%) Review and evaluate current performance of each shop to identify business objectives for improvement and evaluate implications of new opportunities. Research, create and update consistent policies for MS Society shop operation. Work with shop teams and England Area Fundraising Manager to develop short and long term plans to maximise the profitability of our shops network. 2. Business plan implementation (45%) Plan and allocate work, monitoring achievement of deadlines, and supporting staff as appropriate. Focus the work of the team to implement business plans and contribute to the achievement of our strategic aims and priorities. Ensure a clear focus on driving improvements in quality, impact and performance. 2a Operational oversight 3of7

4 Provide a stimulating, supportive and safe working environment ensuring that policies and procedures are adhered to across all shops. Ensure excellent customer service is delivered as standard across all shops. Support shop teams with management of staff and volunteer rotas and ensure holiday, absence and any other staff/volunteer records are accurately managed. Ensure compliance with health and safety legislation by leading on the implementation of our internal risk management system Ensure shop managers maintain high standards of display and branding, appropriate to their specific location. Ensure pricing, display, stock management/stock take, cash handling and banking procedures comply with policy and are followed effectively. Ensure all goods sold are compliant with trading standards. Support shops to maximise all structured fundraising and engagement opportunities, such as gift aid, promotion of MS Society campaigns, events or initiatives, and shop-based promotions. Support shops to actively promote the wider work of the MS Society by being up to date with the work of the charity, displaying relevant literature and promotional items, and by working as a team to create the best results overall for the organisation. 2c Set and achieve income targets and KPIs Work with shop teams and England Area Fundraising Manager to set performance targets. Working alongside group Coordinating teams, oversee and support development of individual shop budgets and performance targets. 3. People management 10% Manage performance and development, through regular feedback, supervision, supporting learning and the performance development review process. Keep accurate records relating to line management and 1-1 s together with all other appropriate staff information, including overtime and time sheets as necessary. Recruit and induct new staff. Implement training and development of staff and volunteers, liaising with HR department to ensure needs are met. Develop and maintain effective working relationships across the department, directorate and organisation as a whole. 4. Budget management 5% Have oversight and support the shop teams to manage income and expenditure effectively, including supporting the England Area Fundraising Manager in effective, planning, monitoring and review processes. Ensure effective financial and resource management. 5. Monitoring and reporting on performance 5% 4of7

5 Analyse and evaluate the shops network performance information, monitoring and reporting against objectives, outcomes and KPIs. Ensure action is taken in a timely manner to enable corrective action to be taken. Ensure the impact of the shops network is measured in accordance with our outcomes framework. Work with England Area Fundraising Manager, Finance department and shop teams to set and maintain regular reporting framework. 6. General Compliance with our governance procedures, policies and guidelines. Contribute to a positive working environment in which equality and diversity are valued and members of staff are enabled to do their best. Act as project manager as required and contributing to relevant programmes and projects. Provide advice on matters relating to charity retail and shop management to the wider organisation, as required. Be prepared to undertake regular travel across the UK for meetings and visits to MS Society offices and shop locations, including occasional out of hours working and being away from home overnight or at weekends, as the job reasonably demands. Undertake any other work as could reasonably be expected of a National Retail Manager. Person specification Qualifications Essential NVQ 4 in retail management or equivalent qualification or Relevant professional experience in a retail environment, which demonstrates equivalent academic skills. Evidence of continuous professional development. Desirable Degree level retail management or equivalent qualification. Experience Essential Extensive previous retail experience at management level. Experience of developing and implementing a successful retail strategy. Experience of developing, communicating and implementing business plans. Proven planning and project management experience, including setting and meeting objectives, KPIs and controlling effective use of resources. Demonstrable experience of applying effective problem solving techniques when the situation demands. Experience of financial and budgetary management, including setting and meeting income targets. 5of7

6 A proven track record of success in leading and managing a team of comparable size and complexity, to deliver high quality results to deadlines. Experience of managing performance, learning, and development of staff. Experience of working with volunteers. Desirable Previous experience of management in the charity retail sector, including oversight of multiple retail locations and demonstrable track record of achieving success. Experience of involving volunteers in developing strategy and achieving goals. Knowledge and skills Essential Up to date knowledge of relevant statutory regulations and best practice guidelines for charity retail management, including Trading Standards, Health & Safety, COSHH, Gift Aid, employment law. The ability to manage change effectively. The ability to focus on impact and deliver outstanding results in a team environment. Demonstrable commitment to collaborative team work. Able to demonstrate understanding of volunteer management, needs and motivations. Demonstrable commitment to inclusive working, ensuring equality and valuing diversity. Excellent interpersonal skills, and able to influence/persuade a wide range of stakeholders. Excellent written and verbal communication skills, with the ability to communicate effectively in a wide range of media and audiences. Excellent organisational and workload management skills. Good IT skills, in particular, spreadsheets and accounting packages; retail/stock management/crm databases. Full, clean driving licence Additional Access to a car Employment Terms Hours: 28 hours per week Grade: Band E, Level 2 Signed by post holder Date 6of7

7 Signed by Executive Director Date 7of7