CHILDREN S HOSPICE ASSOCIATION SCOTLAND. Responsible to:

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1 JOB DESCRIPTION 1. JOB IDENTIFICATION Job Title: Retail Development Manager Job Family: Manager Non care Location: Kinross and Dunfermline Responsible to: Head of Community Fundraising Salary: CHAS Band 5 Job Ref No: 2. JOB PURPOSE Working within the culture ethos and philosophy of CHAS, ensure efficient management, planning and development of CHAS Charity Shops and related activities to maintain a high level of service to the public and maximise income and raise awareness of CHAS. 3. ORGANISATIONAL POSITION Head of Communty Fundraising Retail Development Manager Deputy Shop Manager (Kinross) Deputy Shop Manager (Dunfermline) Retail Support Coordinator Shop Assistant Shop Assistant 4. MAIN TASKS Retail Management including: Retail Strategy Development Staff and Volunteer management, supervision and development 1

2 Relationship Management Finance Management Health and Safety Information Governance 5. JOB ACTIVITIES Retail Strategy Development Responsible for developing, implementing and maintaining the CHAS Trading strategy, identifying opportunities for development and growth within the CHAS Trading function Works autonomously in deciding the allocation of retail resource between shops and offsite sales Identifies and capitalises on potential sources of retail income from new and used goods, and gift aid Identify and respond to trends and competition and new opportunities in technology, keeping abreast of legislation and maintain links with other charity retail departments and retail organisations Establish/develop, maintain and review retail policies and procedures Staff and Volunteer management, supervision and development Staff Management Responsible for the line management of a team of staff, in accordance with CHAS policies, ensuring that all work is completed according to organisational standards and procedures Responsible for the development of all staff, identifying training needs, ensuring staff review and development meetings are held and full and effective training (including mandatory) is provided for all to staff and staff kept up to date Voluntary Services Manage a significant team of volunteers, including providing training, dayto-day support, and planned supervision and ensuring the volunteers deliver a quality service and feel valued With support from the retail voluntary services co-ordinator recruit a volunteer team across four charity shops Relationship Management Internal Lead and motivate the retail staff and volunteers by excellent communication, involvement and encouraging good ideas Foster, develop and manage effective team working and team spirit through the Retail team Builds key internal relationships with the CHAS Community Fundraising Team, Communications Team and the wider CHAS team to ensure the shops reflect all fundraising campaigns, and that shops also feature in our printed and online coverage 2

3 Develop the skills of the community fundraising team to help them identify opportunities in communities to work with the retail team such as second hand book outlets as well as identifying, co-coordinating and managing any offsite trading opportunities Responsible as a member of the Community Fundraising Team for contributing to the achievement of department objectives and as a member of the Directorate, contribute to the development and maintenance of effective team working and team spirit throughout the Department External Identifying key suppliers such as auction houses, Christmas card providers, recycling companies and clothes collection companies, building and maintaining strong relationships and negotiating beneficial deals for CHAS to ensure CHAS has as many sources of income as possible Ensures relationships with customers are established and data captured appropriately so that those customers enter supporter journeys and might go on to donate to CHAS Sustain relationships with charity retail association and other voluntary sector organisations to ensure best practice, benchmarking and awareness of issues and trends Finance As budget holder for the CHAS Trading, develops and implements the annual CHAS Trading income and expenditure budget, and regularly monitors income and expenditure to review finance performance of all CHAS charity shops Manage budget to ensure agreed levels of return on investment are met and annual growth is in line with the Fundraising and Communications Strategy Regular requirement to analyse daily sales figures accurately, producing statistical sales performance reports for themselves, the CHAS Trading team, the Head of Community fundraising and other in the Fundraising and Communications and Finance team as required Ultimate responsibility for all transactions and financial procedures for the charity shop including being an authorised signatory for the banking of monies, the daily banking of funds, dealing with petty cash and floats, processing any monetary donations, managing budget and dealing with staff and volunteer expenses Responsible for processing of all purchase orders and invoices relating to the shops Management Responsible for developing, implementing, managing and evaluating all processes within the charity shops, ensuring that these are robust and in line with CHAS Trading procedures Manage gift aid process on donated stock where appropriate Responsible for ensuring that effective staff and volunteer rotas in four charity shops are completed and implemented, ensuring adequate cover and levels of experience at all times to allow trading at the best times 3

4 Oversee stock management across charity shops, identifying, researching, sorting, valuing and pricing stock, following recycling and upcycling guidelines Identifying, monitoring and preventing operational day to day business risks, ensuring that the appropriate risk register is maintained and reported in line with the organisation s framework for Risk Management Ensure high standards of visual merchandising, using knowledge and awareness of fashions and trends to maximise sales Source stock using creative promotions and respond to unknown quantity and quality of stock using strong commercial awareness Health and Safety Responsible for coaching staff, adhering to and monitoring compliance with the CHAS Health and Safety Management Policy and associated procedures and co-operating with CHAS in complying with its legal duties Ensures that appropriate risk assessments, appropriate paperwork and a high standard of housekeeping is maintained in order that, the health and safety of all staff and volunteers is maintained With support from the Facilities Manager, responsible for the operational management of the charity shop sites including maintenance plans, premises risk management, site security and unplanned works Act as the Site Responsible Person and take control should an event occur that requires immediate safety attention Information Governance Responsible for complying with the CHAS Information Governance Policy and associated procedures and co-operate with CHAS in complying with its legal duties 6. DIMENSIONS Directly manages the work of the at least five staff, and over 120 volunteers within the charity shops, though this number may grow with the expansion of CHAS retail Responsible for meeting sales targets across charity shops Responsible for managing the CHAS Trading income of at least 400,000 and expenditure budget of 200,000 including monitoring and controlling expenditure Frequently responsible for handling cash, processing purchase orders and processing invoices As an authorised signatory to 1,000, responsible for authorising expenses, maintenance contracts, equipment and materials, and any purchases 7. KNOWLEDGE, SKILLS AND EXPERIENCE HND qualification in Retail Management or equivalent qualification or experience A high level of knowledge of the voluntary sector and the legislative and regulatory framework for fundraising and charity retail in Scotland 4

5 Significant expertise in the management of charity retail activities and a sound understanding of the theory and practice of charity retail A working knowledge of the charity retail environment and community in Scotland Demonstrable management skills including communication, negotiation, motivation, team building, planning, budgeting, resource management, monitoring, evaluation and performance management Excellent knowledge of Microsoft office or similar computer package Experience of working in a busy retail environment, visual merchandising and organising shop promotions Experience of managing retail financial processes Ability to lead and work effectively as part of a dynamic team A commitment to working with and supporting volunteers 8. DECISIONS AND COMMUNICATIONS Decisions Work derived from the CHAS Retail strategy and self-generated most of the time Takes autonomous decisions regarding the function of CHAS Trading, within the framework of the Retail Strategy Makes day-to-day decisions regarding the monitoring and controlling of the charity shops budget Responsible for taking quick decisions, problem solving and contingency planning across the CHAS Shops Makes decisions regarding stock management including safety, storage, recycling, upcycling and disposal Takes informed decisions on the use of suppliers Communication Required to convey complex information from financial reports around the performance of the CHAS shops and other CHAS Trading income and expenditure On a daily basis, communicates complex information and resolves issues around stock, processes, procedures, cover in shops and customer enquiries to staff, volunteers and colleagues, often requiring tact and persuasive skills Develops and maintains relationships with suppliers and supporters ensuring maximum opportunities for income generation Positively promotes the organisation through internal and external contacts 9. SPECIAL CONDITIONS Equipment On a daily basis is required to use a shop till, steamer, pricing guns and computer for completing statutory/mandatory online learning, accessing s, preparing financial and performance update reports 5

6 Excellent knowledge and use of Microsoft packages, particularly Word, Excel, Powerpoint Working Conditions Occasional exposure to unpleasant working conditions or hazards Occasional evening working required Weekend working required on a rota system Physical Effort There is frequent requirement to exert moderate physical effort for several short periods during a shift, for example the manual handling of donations Mental Effort There is a frequent requirement for concentration where the work pattern is unpredictable and interruptions are frequent. For example interviewing, writing reports, attending meetings, analysing statistics or training whilst also dealing with day to day enquiries within the shops Emotional Effort Exposure to distressing or emotional circumstances is rare 6

7 PERSON SPECIFICATION RETAIL DEVELOPMENT MANAGER Attributes Essential Desirable Method of Assessment HND or equivalent professional Retail Management Qualification Application and qualification or experience or interview Education, Qualifications and Training Skills, Abilities and Knowledge Experience A high level of knowledge of the voluntary sector and the legislative and regulatory framework for fundraising and charity retail in Scotland A working knowledge of the charity retail environment and community in Scotland Proficient in Microsoft office or similar computer package, in particular Excel or similar spreadsheet package Highly developed communication skills required, to deal with staff, volunteers and general public Ability to work effectively as part of a dynamic team Planning and organising skills required for effective management of stock process and daily shop procedures The capacity to work with and influence senior colleagues Experience in the management of charity retail activities and a sound understanding of the theory and practice of charity retail Knowledge of fashions and trends Experience of managing/ supporting volunteers Application Form Application and or interview 7

8 Attributes Essential Desirable Method of Assessment Experience of managing and developing staff Experience working within a busy retail outlet Experience of visual merchandising Experience of organising shop promotions Experience of managing retail financial processes and an income and expenditure budget Personal Qualities Acts with integrity Interview Works co-operatively with colleagues to improve service Forms meaningful relationships with others Demonstrates initiative and acts with effectiveness Accountable for own actions and decisions Commitment to ongoing learning and development Commitment to CHAS core value, vision and purpose Commitment to working with/supporting volunteers Professional attitude to work Views change as a natural, positive and a continuing process 8

9 Attributes Essential Desirable Method of Assessment Other Requirements Willingness to travel between CHAS Application and sites or interview Access to a car and full driving licence 9