1. PURPOSE OF THE JOB

Transcription

1 Society of St Vincent de Paul JOB DESCRIPTION Job Title: Regional Retail Job Holder: Vacant Manager South West Reports To: National Retail Development Manager Location: Regional Office in Cork with travel throughout the Region (Cork and Kerry) Region: South West Date of Job Description: August, PURPOSE OF THE JOB To develop and lead a team of managers, volunteers and those employed on Government funded employment schemes within the South West Region. To maximize sales, productivity, revenue opportunities and customer satisfaction in line with the strategic objectives of the South West Region through the efficient operational management of the St Vincent de Paul Charity (Vincent s) shops and Order Fulfillment Centres operation by ensuring compliance with the Society s retail standards, current relevant legislation and SVP policy and ethos. To work closely with the National Retail Development Manager, Chair of the South West Region Shops Committee (as mandated by the Regional President), Shop Conference Presidents, and other Regional Retail Managers. 2. ENVIRONMENT OF THE JOB SVP is a large, national, member led, 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. The Region is made up of counties Cork and Kerry. There are currently 36 shops and two Order Fulfillment Centres in the Region and is staffed by circa 40 employees, those on government funded employment schemes and circa 250 volunteers. 3. GUIDANCE AND AUTHORITY The role is employed by SVP, South West Regional Council, chaired by the Regional President and reports to the National Retail Development Manager on all operational issues with a dotted report line to the Chair of the Regional Retail Committee The role has line management responsibility for all shop managers and two OFC managers across the region and will liaise with Conferences Presidents as on governance and budgetary matters pertaining to those conference run shops. The role holder will be part of a wider National Retail Management team. In addition, the role sits within the National Retail structure and Regional/National Regional strategy.

2 The South West Region Retail Committee has responsibility for overall governance of the retail operations in the South West Region in line with the National Retail Strategy (to include legal and other regulatory requirements; annual accounts and financial reports, capital expenditure, disbursement of funds and supervision of SVP members and volunteers) as well as the strategic direction of the retail operations in South West Region. There is a National Retail Committee which is an advisory Committee to the National Management Council, the Governing body of the Society in Ireland The post holder is expected to operate with a degree of autonomy. The nature of matters referred upwards are those: Where significant resistance is experienced in the development of good practice and implementation of policies and procedures. Where practice or proposed practice places stakeholders in a position of risk e.g. a child, a vulnerable adult, members, volunteers, the reputation of the Society. Where decision will have a significant impact on the workload of others and any third party. Where there are significant Industrial Relations or Employee Relations matters.

3 4. PRINCIPAL ACCOUNTABILITIES ACCOUNTABILITIES HOW ACHIEVED 1. Business Encourage the involvement of existing volunteers and actively promote the Development recruit new volunteers from all sectors of the community Prepare a Business Development plan annually in line with the strategic objectives of the SW regional shops committee and the National Retail Strategy and use as a basis for general shop management and as a blueprint for strategic development. Retail strategy should include research and recommendations to the Regional Retail Committee for possible new locations, on-going rationalisation of current services, customer promotions and the general promotion and development of the Vincent s brand. Oversee the effective resourcing of stock to anticipate customer demands. Develop and sustain a strong working relationship with relevant local bodies in the charity retail sector. Develop and maintain good working relationships with local strategic partners. Oversee operations in the shops and OFC s and recommend changes in working practices and staff levels where appropriate to the Regional Retail Committee. Participate fully in any National Retail initiatives as directed. Work closely with the OFC Managers to ensure that enough recycling banks are in place and fully utilised. 2. Customer Service Implement and promote Nationally agreed guidelines and polices for all forms of customer interaction. Encourage staff, volunteers and CE participants to exceed customer expectations at every opportunity. Develop a culture of regular self-assessment for all sales staff in areas specific to good retailing practices. Areas should include shop atmosphere, window display, stock display and after sales service. Develop a Sales through service culture with the specific aims of retaining existing customers, attracting new customers and expanding customer activity in-store to include, buying, donating and volunteering. Review the Customer Satisfaction Measure for all shops to incorporate a complaint to commendation ratio. Investigate and resolve customer complaints and aim to recover the customer where practicable. Work with Shops to develop actions plans were appropriate.

4 3. Team Management Create and sustain an environment in which all staff, volunteers and CE participants are developed and given suitable work to ensure that their individual motivations and abilities are being recognised and met. Ensure all existing and new staff, volunteers and those on government funded employment schemes receive an induction to their role which includes the ethos of the Society. Ensure that all staff, volunteers and those on government funded employment schemes are working in an environment which encourages dignity at work. Ensure that all retail staff are set specific, measurable and realistic objectives and receive regular updates and feedback on their progress. Participate and promote any programme of performance management to measure performance in key performance areas and devise an appropriate incentive. This programme must be reviewed annually. Assess the training needs of all staff and identify opportunities for all staff to acquire new skills. Introduce and promote a comprehensive and sustainable communication strategy and activities to ensure regular two way and open-door communication with all staff, volunteers and CE participants. 4. Compliance Familiarise all staff, volunteers and those on government funded employment schemes with the relevant Society policies and procedures, legislation and best practice in the retail charity sector. Monitor and address working arrangements of all Vincent s personnel, ensuring compliance with SVP policy and best practice. Performance issues should be addressed following consultation with the National Retail Development Manager, Chair of South West Region Shops Committee and the Human Resources Service Partner. Promote best practice in Health and Safety and ensure that all staff, volunteers and those on government funded employment schemes are trained and comply with SVP guidelines, policies, procedures and appropriate legislation in this area. Promote and maintain a satisfactory level of control in the area handling cash and stock and ensure compliance to recognised staff purchase policy. Where noncompliance occurs implement an action plan to agreed timescales and report as appropriate.

5 5. To continually By addressing any areas of concern in conjunction with line management and or the reassess the appropriate department / function. Areas of concern should be brought to the operational risks attention of the National Retail Development Manager, the South West Regions inherent in the Shops Committee and local shop conference. In conjunction with South West Regions business, taking Shops Committee; line management and/or the appropriate department / function account of changing identifying action plans to address these concerns. economic or market conditions, legal and regulatory requirements, operating procedures and practices and any impact of management restructures / new technology. 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, number of stakeholders and high levels of local autonomy within the Society. There is a requirement to accept the dynamic of a complex, national, membership led organisation and an understanding of how this both contributes to and influences the work. There is a need to recognise that the role of Shops fulfils a number of activities within SVP, one of which is to support the Society s work financially. The shops have traditionally been volunteer led with the majority of staff being volunteers. To date the Society s shop network of over 224 shops and 6 Order Fulfilment Centre s has been largely autonomous and some have been managed by the conference structure of each region. Inevitably differing standards, processes and procedures have developed over the years. However, there are also significant opportunities for economies of scale and the development of sales and other retail activities. 6. OTHER INFORMATION It should be recognised that retail operations within the SVP has traditionally been a volunteer led activity and that the majority of those working in the shops are volunteers. The SVP is a member led organisation and is governed through a National Council and National Management Council of volunteer members and 8 Regional Councils of which one is the South West Regional Council. The

6 post is based in the South West Regional Office, 2 Tuckey Street, Cork, although the job holder will be required to travel extensively throughout the South West Region (Cork and Kerry). The job holder must be available for some weekend and evening work. The post holder will liaise closely with the Regional Retail Committee, Regional Office, Shop Conference Presidents (where applicable), National Retail Team, Human Resources and other and other relevant personnel / departments at National Office. The Society is Christian based with a strong sense of Gospel values. The founder of the Society, Blessed Frederic Ozanam, was a devout Catholic and his legacy of spirituality remains a key element for volunteer members of the Society and underpins the conduct of conference meetings. It can often therefore be normal practice within the Society that prayers are said at the beginning and end of Conference meetings or at meetings where members are in attendance as this underpins the ethos of the Society. There is no requirement for staff members to actively participate in the saying of prayers but to respect the ethos of the Society and be aware that this practice may occur.

7 7. EDUCATION, KNOWLEDGE, EXPERIENCE AND SKILLS TO UNDERTAKE THE ROLE AT A FULLY ACCEPTABLE LEVEL

8 EDUCATION Essential Professional management qualification. Relevant commercial retail experience together with evidence of continuing personal and professional development. Desirable Third level degree in a business-related field. KNOWLEDGE Essential Retailing techniques including space management, presentation, pricing, stock control and operating systems. Knowledge of EPOS, stock control systems and cash management systems. Knowledge or experience of the needs of volunteers. Desirable Basic understanding of charity law and guidance. Knowledge and experience of logistical/warehouse operations. EXPERIENCE Essential Proven track record in retail management for at least 5 years. Substantial retail management experience of a successful operation of multiple outlets. Extensive staff management and volunteer experience. Proven track records in reaching targets. Desirable Experience of charity sector retail and government funded training schemes. SKILLS Personal skills Excellent organisational ability. Operates with a high degree of integrity. Excellent verbal and written communication skills. Ability to work as part of a team and on own initiative. Be a self-starter, highly motivated and who can prioritise their own workload. Resilience and persistence in the face of barriers and organisational roadblocks encountered. Ability to manage change initiatives with positive outcomes. Business skills Ability to think creatively about business development. Ability to manage a comprehensive income and expenditure budget. Ability to identify new opportunities to increase revenue and strategies to maximise profits. People skills Strong interpersonal skills with a pragmatic approach to their work.

9 Experience of managing and developing a large workforce and ability to manage a wide range of staff, volunteers and CE participants across multiple locations. Ability to guide and motivate individuals and teams to achieve key objectives. Experience of and ability to assess situations and defuse conflict situations positively. Ability to Influence and engage stakeholders and others not under direct authority. Proven ability to work through complex employee relations issues in conjunction with HR support. Other Must have access to own car and have a full clean driving licence. 8. MAIN TERMS AND CONDITIONS Contract Type: Hours: Pension: Salary: Permanent Full Time 37.5 hours per week 5% employer contribution 5% employee contribution 50,000 per annum

10 9. STRUCTURE CHART Insert relevant structure chart specific to the role being advertised. National Secretary National Retail Development Manager Regional Retail Manager Chairperson, Regional Retail Committee, South West Region Shop Managers & Managers OFC Approx. 40 employees & 250 Volunteers,,Governemnt Funded employment schemes 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