1. PURPOSE OF THE JOB

Transcription

1 Society of St Vincent de Paul JOB DESCRIPTION Job Title: Shop Manager Job Holder: Vacant Reports To: East retail area managers Location: 1 Main Street, Blessington, Co. Wicklow, W91 V82T, Region: East Region (Dublin, Wicklow and Kildare) Date of Job Description: April PURPOSE OF THE JOB To maximize sales, productivity, revenue opportunities and customer satisfaction levels through the efficient management of the St Vincent de Paul Charity shop by ensuring compliance with the Society s retail standards, current relevant legislation and SVP policy and ethos. The management of a motivated team comprising shop volunteers, CE staff and paid employees, where applicable. As a Shop Manager you ll be vital to the ongoing success of Vincent s Retail, focusing on maximizing sales, productivity, revenue opportunities and providing customer service that meets and exceeds our customer s expectations. You ll take ownership of your shop ensuring compliance with the Society s retail standards and legislation to create a shopping experience that caters to our wide range of customers and promotes the ethos of the Society. You ll lead and develop your team comprising of volunteers, CE staff, TUS and paid employees, where applicable to maintain the standards of the shop and achieve targets for business growth. 2. ENVIRONMENT OF THE JOB The SVP is a large, national, voluntary organisation with extensive experience of working with a diverse range of people who experience poverty and exclusion. Through its network of over 12,000 volunteers and 800 staff, it is strongly committed to working for social justice and advocates the creation of a more just and caring society. SVP employs people to support volunteers in a variety of settings including housing and hostels, community care, shops, administration and other specialist areas. SVP retail is the third largest retailer in Ireland with 220 shops. When you work in an SVP shop your dedication, initiative and passion are helping to make an important contribution to the work SVP does and to change the lives of people in need across the country. The Society is a Christian based organisation with a strong sense of Gospel values. The founder of

2 the Society, Blessed Frederic Ozanam, was a devout Catholic and his legacy of spirituality remains a key element of the make-up of every Conference within the Society. It is normal practice within the Society that prayers are said at the beginning and end of Conference meetings or at other meetings where members are in attendance as this underpins the ethos of the Society. 3. GUIDANCE AND AUTHORITY The job holder will report directly to the Line Manager. The nature of matters referred upwards are those: Where significant resistance is experienced in the development of good practice and implementation of policy. Where practice or proposed practice places stakeholders in a position of risk e.g. a child, a vulnerable adult, members, employees, the reputation of the Society. Where decision will have a significant impact on the workload of others. 4. PRINCIPAL ACCOUNTABILITIES ACCOUNTABILITIES HOW ACHIEVED Business Development: 1. Implement effective re-sourcing of - Develop and sustain a strong working relationship staff/volunteers and stock to anticipate with the shop team. Participate in SVP retail customer demands initiatives as directed. 2. Review day to day operations and - Source new opportunities for the development of offerings of the shop in conjunction with the current product range where possible. recognised guidelines on core issues - Maintain and encourage a recycling business to the including customer care, retail standards, shop from the community. financial control, health and safety and - Encourage the involvement of existing volunteers security and recommend changes in working actively recruit new volunteers from all sectors of practices and staff levels where appropriate. the community - Implement effective resourcing of stock to anticipate customer demands 3. Maximise the financial contribution of the - Work in a collaborative and developmental way Vincent s Region by striving to meet the with volunteers, management and staff in the shop. shop sales target and by encouraging all - Participate fully in any SVP retail initiatives as members of your team to do likewise. directed. 4. Achieve financial objectives - Prepare an annual budget; schedule expenditures; analyse variances; initiate corrective actions Customer Service: 5. Develop a Sales through service culture - Relationship manage existing valued customers

3 with the specific aims of retaining existing customers, attracting new customers and expanding customer activity in-store to include, buying, donating and volunteering. 6. Develop a culture of regular selfassessment in the shop. 7. Investigate and resolve all legitimate customer complaints where possible and aim to recover the customer where practicable. Team Satisfaction: 8. Create and sustain an environment in which all staff and volunteers are motivated and are given suitable work to ensure that their individual motivations and abilities are being recognised and met. Recruit new volunteers: by opening two-way communications with them. Encourage customer feedback through questionnaires, focus groups and customer events as appropriate. - Establish and promote clear guidelines for all forms of customer interaction, encourage volunteers and staff to exceed customer expectations at every opportunity thus creating a culture of sales through service - Promote the use of thank you cards and loyalty cards. - Ensure that all shops operate a meet and greet policy on the shop floor. - By using the Vincent s Retail check list for all areas of the shop. Areas should include shop atmosphere, window display, stock display and rotation and after sales service. - Maintain cleanliness and order in the shop. - Log all complaints and respond within agreed timeframes. - Ensure that all staff and volunteers are working in an environment free from intimidation, harassment and discrimination. - Ensure that all team members receive regular updates on their progress. - Ensure that all existing and new volunteers and staff receive training and induction into the ethos and policies and procedures of the organisation - Ensure that all retail staff have specific, realistic and measureable objectives and receive regular updates on their progress - Assess the training needs of all staff and identify opportunities for staff to acquire new skills - Introduce a comprehensive and sustainable communication strategy to ensure regular two way contact with all staff and volunteers

4 9. Recruitment of new volunteers for the shop Compliance: 10. Familiarise all team members with SVP guidelines and best practice on issues including financial control and staff purchases. Compliance issues or concerns should be raised to the Line Manager. 11. Promote and maintain a satisfactory level of control in the area handling cash and stock control and ensure compliance to recognised staff purchase and Emergency Assistance controls. 12. Continually reassess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory requirements, operating procedures and practices and any impact of management restructures / new technology. - Continually recruit new volunteers by advertising in store; job and volunteer centres, word of mouth and converting existing customers - Liaise with National Volunteer Coordinator to organise recruitment events - Promote best practice around Health and Safety and ensure that all staff comply with SVP guidelines and appropriate legislation in this area. - Monitor working arrangements of all personnel ensuring compliance with policy and best practice. - - Performance issues should be addressed under the terms of the relevant SVP policy. - Where non-compliance occurs implement an action plan to agreed timescales. - Report non compliance to the Line Manager at the earliest opportunity. - By addressing any areas of concern in conjunction with line management and or the appropriate department / function. In addition to the duties and responsibilities listed above, the job holder may be required from time to time to perform other duties as deemed reasonable and necessary by the employer. The job holder may also be required from time to time to work or attend training/meetings at another location. As much notice as is reasonably practicable will be given of any such change. 5. CHALLENGES There are a number of challenges in this role, largely determined by the scale, complexity, voluntary nature and high levels of local autonomy with the Society. Acceptance of the dynamic of a complex, national, membership organisation and an understanding of how this both contributes to and constrains the work. Resilience and persistence in the face of barriers and organisational roadblocks encountered. Management of ambiguity and complexity. Influencing others not under direct authority.

5 Influencing stakeholders to recognise and to act upon, the need for accelerated change. 6. OTHER INFORMATION Whilst the job holder has been initially appointed to one specific location, shop managers are required to be flexible and may be asked to re-locate to alternative locations within the region (within reason) to serve the changing requirements of the business. The job holder must be available for evening work as required. The job holder will be expected to use initiative and be highly motivated. The post holder will liaise with relevant personnel / departments. 7. EDUCATION, KNOWLEDGE, EXPERIENCE AND SKILLS TO UNDERTAKE THE ROLE AT A FULLY ACCEPTABLE LEVEL EDUCATION Job holder educated to third level in a business-related field or equivalent would be desirable. KNOWLEDGE Knowledge of the Society and of its mission and values. Knowledge of needs and issues of the poor and disadvantaged. Commercially aware EXPERIENCE At least 3 years retail experience ideally some of which will have been gained in the community / voluntary sector. Experience of managing a diverse team of people Experience of working with sales and profit targets Experience of lone working and ability to use initiative. Be an accomplished Retail Manager and be able to demonstrate an impressive record of business development, excellent people skills and the ability to deliver the very highest store standards and customer service through your team. Experience in managing and organising events Experience of managing budgets and providing accurate financial reports SKILLS Excellent communication and interpersonal skills, both written and verbal, in individual and group situations in a professional manner. An ability to establish and foster excellent working relationships with many different people across different functions and locations. Excellent organisation skills Competent in IT packages Excel, Word, EPOS, Microsoft 365 Ability to work on own initiative or as part of a team A positive outlook with resilience and persistence in the face of barriers and setbacks. An ability to display empathy, patience and a well-developed sense of humour. A keen eye for visual merchandising and display

6 The person must also demonstrate the following personal attributes: Be honest and trustworthy Be respectful Possess cultural awareness and sensitivity Be flexible Demonstrate sound work ethics 8. MAIN TERMS AND CONDITIONS Contract Type: Hours: Pension: Salary: Permanent Full Time 37.5 hours per week 5% employer contribution 5% employee contribution 29, per annum/ per hour 9. STRUCTURE CHART National Retail Development Manager Regional Retail Manager Area Manager Shop Manager CE FAS SOLAS - TUAS Participants/ Volunteers/Employees

7 The information contained in this job description is a true and accurate reflection of the job as at the date specified... Job Holder... Line Manager