Job Title Reports to Retail Commercial Manager Director of Income Generation Direct line reports Retail Area Support Managers, Retail Store Managers. Salary Hours Location Competitive – based on experience 35 (5 out of 7 days) Field Based and flexible working (3/2) Purpose The Retail Commercial Manager is an integral part of the Retail senior leadership team. Reporting into the Director of Income Generation and working collaboratively to achieve Retail’s strategic direction of travel to increase profitability and financial contribution to the organisation. The portfolio includes 13 shops and an e-commerce operation with a turnover of approx. £1.5million which supports the overall income generation strategy. The Retail Commercial Manager is responsible for the leadership and management of the retail estate which includes c30 paid staff and c100 volunteers. Leading and inspiring Age UK Wyvern’s Retail team to increase income channels whilst delivering exceptional operational excellence. The development of a customer journey is critical as is embedding new ways of working and a service culture. Key to the tole is maximisation of profit contribution at store and estate level, through effective P&L controls, driving sales, cost control and value-added activity. Working closely with the Director of Income Generation and the Retail Operations Manager you will support in creating a future strategy for online growth and expansion of the bricks and mortar retail estate. Strategy • Alongside other members of the retail senior leadership team, to create and develop a new retail strategy that feeds into a wider income generation strategy aimed delivering a positive net contribution. • Work with all members of the Retail Senior Leadership team to focus on developing and delivering the retail strategy both short and long term. • Embed the retail strategy within your operating area and lead from the front in its delivery. • Maximise profitability across your work through effective management of cost controls. • Develop annual budgets for income and expenditure for your work area with support from the Director of Income Generation. • Invest time to propose business cases for new areas in line with Retail’s strategic direction. • Support the Director of Income Generation and Retail Operations Manager in creating a future online strategy to further grow digital sales and new stores. • Develops a store profile strategy which balances commercial, customer and stock needs. • Devise a pricing strategy which maximises profit across the retail estate. • Develop and implement strategies for retail to exceed a broad range of KPI’s including ATV, transaction numbers, ASP, gift aid, donations etc. • As a senior member of the Retail team, you will lead on specific areas of work/projects. Leadership Areas • Provide inspirational and visible leadership to motivate and empower retail teams to deliver the retail strategy through coaching and hands on support. Implement a robust 4 weekly visit schedule for all store across the retail estate. • Directly manages the Retail Area Support Managers and Store Managers. • • Communicate exceptionally with the retail store teams on a daily and weekly basis to ensure that both the retail and organisational direction of travel is followed and supported. • Ensure staffing rotas are well managed and mapped out in advance to support the operational running of the retail estate. • Develops a highly engaged, purpose led, and values led retail team. • Be an active participant in the retail senior leadership team working alongside the Retail Operations Manager, and their teams and within the wider organisation to drive the business forward. • Lead your team to review, plan and develop investment in people, sales growth, and cost control to achieve a sustainable growth in profits. • Develops a service culture among the team to deliver a high level of service. • Feeds into the retail trading calendar, alongside the Retail Operations Manager and ensures all retail elements are planned and delivered. • Develops effective succession planning which meets the retail needs for the present and future. • Use performance data to initiate reactive promotions and champions to maximise sales • Embed the new Retail Operations Toolkit across the Retail estate to aid in consistent Retail best practise. • Utilise all relevant data and tools, including the tilling system, to enable commercial decisions which will have a positive impact on financial contribution to the organisation. • Ensure that all staff and volunteers have access to the correct training to enable the Retail Commercial Manager assurance in this area. • Enable future new goods to be merchandised in a way to promote effect sales. • Drives space to sales through strong analysis of store performance. • Ensures stores are commercial in layouts and densities are sufficient to support in achieving sales performance. • Through effective leadership ensure that all stores are compliant with regards H&S regulations. • Support with retail acquisitions and closures/refits as required. • Manage your people using Age UK Wyvern’s policies, procedures and digital tools to support you. To include, recruitment, attendance management, performance management, disciplinary and grievances. • Work with the HR team alongside the Retail Operations Manager to ensure that end to end people journeys within Retail are fit for purpose. • Working alongside the Volunteering team, to lead on the promotion of Volunteering opportunities and enable best practise for Retail. • Champion volunteer recruitment as a KPI for store management teams and that they remove barriers to increasing volunteer participation at store level. • To be an ambassador for exceptional customer service and develop in conjunction with Retail SLT agreed service standards. • Establish good working relationships and liaise closely with other colleagues internally to support cross organisational working and best practise. • Communicate effectively with all colleagues promoting open and transparent dialogue. • Establish good working relationship with supporter and third-party organisations specifically in communities surrounding our shop locations. E.g., Charity Retail Association, CRL. • Develop and deliver training to the retail shop teams as required including organisation of area meetings to support delivery of message. • Work closely with the Retail Operations Manager around rollouts of new ways of working with regards external relationships. E.g., Boxmove, Acopia. • Working closely with the Retail Operations Manager focus on Gift Aid as an area to embed best practise with results being the gift aid contribution increases across retail in line with industry standards. • Work cross organisationally with relevant teams to positively support both planned and reactive maintenance issues across the Retail estate. Compliance & Risk • Work with the Director of Income Generation to maintain effective risk management processes collated on a Retail Risk Register. • Ensure compliance within Retail Operations with all relevant legislation and best practice, including data protection, CRA code of Practice, HMRC, Trading Standards, health and safety. • Manage all levels of complaints, achieving positive outcomes and protecting against reputational risk. • Ensure processes are in place to enable GDPR compliance, flagging breaches as or if they occur. • Cross organising work with Safeguarding leads to ensure strong awareness and • understanding of Safeguarding within Retail. In order to protect brand and reputational risk, ensure that all teams are aware of our customer service policy and are actively delivering exceptional service levels. • Working with Finance and the Retail Operations Manager, ensure strong processes and robust financial controls are in place and that Retail teams are compliant. Other Responsibilities • Attendance to meetings for training/development/networking. • Available for on call rota 1/3 weekends and BH’s. • Deputise for the Director of Income Generation when required. Personal Attributes Requirements Excellent Communicator Person Specification Essential X Desirable Experienced planning and organisational skills Ability to coach and nurture talent Positive and results Driven Approachable and good listening skills. Strong influencing and negotiation skills. Conducts themselves’ in a professional manner. Knowledge, Skills and Experience Inclusive and diverse in their approach At least 2 years’ experience in leadership of remote teams Proven experience of leading multi-site teams, effectively deploying all forms of technology to ensure efficient and engaging support and communications Proven experience of financial literacy, with a strong understanding, experience of knowledge of budgeting, cost management and P&Ls and financial data and report writing. Proven experience managing performance and HR policy within a retail environment. X X X X X X X X X X X A proven ability to work within a team Can demonstrate excellent retail management skills Has good understanding of legal and H&S knowledge within a retail/charity environment. Strong IT skills including use of Microsoft 365 Packages Ability to use and disseminate information from a tilling system. Excellent written and verbal communication skills. Excellent organisational skills and the ability to multi task and prioritise. Have a high level of numeracy skills, to analyse performance against budgets and understand profit and loss. Demonstrates a strong commitment towards continued commercial development and a proven ability to bring new ideas to the table. Ability to conduct audits and compile management reports. X X X X X X X X X X Has experience of wider Income Generation through Fundraising/Lottery/Marketing X