JOB TITLE: Shop Manager JOB HOLDER: Vacant

Transcription

1 SVP Job Description JOB TITLE: Shop Manager JOB HOLDER: Vacant REPORTS TO: Regional Retail Manager LOCATION: Athone REGION: North East & Midlands DATE OF JOB DESCRIPTION: March 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. 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. The Society is a Christian based organisation 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 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 Regional Retail Manger and will work closely with the Conference President. The post holder is expected to operate with considerable autonomy. 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.

2 4. PRINCIPAL ACCOUNTABILITIES ACCOUNTABILITIES Business Development: 1. Implement effective re- sourcing of staff/volunteers and stock to anticipate customer demands 2. Review day to day operations and offerings of the shop in conjunction with recognised guidelines on core issues including customer care, retail standards, financial control, health and safety and security and recommend changes in working practices and staff levels where appropriate. 3. Maximise the financial contribution of the Vincent s Region by striving to meet the shop sales target and by encouraging all members of your team to do likewise. Customer Service: 4. 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. 5. Develop a culture of regular self- assessment in the shop. HOW ACHIEVED Develop and sustain a strong working relationship with the shop team. Participate in SVP retail initiatives as directed. Source new opportunities for the development of the current product range where possible. Maintain and encourage a recycling business to the shop from the community. Encourage the involvement of existing volunteers actively recruit new volunteers from all sectors of the community Implement effective resourcing of stock to anticipate customer demands Work in a collaborative and developmental way with volunteers, management and staff in the shop. Participate fully in any SVP retail initiatives as directed. Relationship manage existing valued customers 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.

3 6. Investigate and resolve all legitimate customer complaints where possible and aim to recover the customer where practicable. Team Satisfaction: 7. 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. Compliance: 8. 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 Regional Retail Manager. 9. 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. 10. To continually reassess the operational risks inherent in the business, taking account of changing economic or market conditions, legal and regulatory 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 Promote best practice in the area of 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 Regional Manager at the earliest opportunity. By addressing any areas of concern in conjunction with line management and or the appropriate department / function.

4 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 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. 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 in North East & Midlands region (within reason) to serve the changing requirements of the business. The job holder must be available for Saturday and 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 in the Regional Office

5 7. EDUCATION, KNOWLEDGE, EXPERIENCE AND SKILLS TO UNDERTAKE THE ROLE AT A FULLY ACCEPTABLE LEVEL EDUCATION Job holder should ideally be educated to third level or equivalent. 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. 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 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 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: Permanent Hours: 37.5 hours per week Pension: 5% employer contribution 5% employee contribution Salary: 27,982.50

6 9. STRUCTURE CHART National Retail Development Manager Regional Retail Manager Shop Manager CE FAS SOLAS - TUAS Participants/ Volunteers/Employees 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