Head of Retail

Job Title:

 Head of Retail

Reports to:

 Chief Executive Officer

Location:

 Bury Hospice, with travel across retail sites

Purpose of Role:

Hours:

Salary:

To provide strategic and inspirational leadership of Bury Hospice’s retail and
online sales operations. You will lead the delivery of the board-approved
ambitious retail strategy to maximize net income through physical stores, e-
commerce channels, and coordinated retail marketing and events activity.
This role focuses on growing profitability, developing a strong volunteer
workforce, and positioning the hospice for future growth, including the
potential development of new retail outlets. You will act as a brand
ambassador, positively representing and raising awareness of Bury Hospice in
the local community.
37.5 hours

£47,000 to £52,000

MAIN DUTIES & RESPONSIBILITIES

1. Strategic Leadership & Future Growth

•  Develop and deliver an integrated retail and online sales strategy to maximize income and

•

profitability.
Identify growth and new business investment opportunities, including expanding the shops portfolio
and developing new commercial initiatives.

•  Contribute to feasibility studies and business planning for future retail developments, such as a

potential superstore.

•  Manage the retail property portfolio, ensuring leases are handled professionally and new shops are

sourced to fulfil strategic plans.

2. Marketing, Campaigns & Retail Events

•  Act as the senior retail lead for all retail-related marketing and promotional activity.
•  Liaise closely with the Marketing & Communications department to plan and deliver effective retail

campaigns, donation drives, and seasonal initiatives.

•  Own and manage a retail events and marketing calendar, ensuring stores are operationally ready for

campaigns.

•  Evaluate the performance and return on investment (ROI) of retail marketing activity and events

using data and insight.

3. Operational & Financial Management

•  Take responsibility for operational delivery across all sites, ensuring a consistently high level of

customer service and donor experience.

•  Build, manage, and analyze the annual budget for income and expenditure.
•  Set, monitor, and report against KPIs across all physical and online channels, including income,

margin, Gift Aid, and stock conversion.

•  Oversee the transport and warehouse functions to ensure efficient stock collection, processing, and

distribution.

•  Develop a stock acquisition strategy to support year-round stock generation and reduce reliance on

reactive donations.

•  Utilize CRM systems to interrogate data and insight to make informed decisions to increase

performance.

4. Online Sales Operations

•

Identify and implement opportunities to grow online sales through platforms such as eBay, Shopify or
Vinted.

•  Oversee all aspects of online trading, including listing, pricing, dispatch, customer service, and

returns.

•  Ensure compliance with online platform rules, data protection, and consumer legislation.

5. People, Culture & Senior Leadership

•  Lead, inspire, and develop a committed team of paid staff and volunteers.
•  Participate in the Senior Manager on-call rota for the Hospice.
•  Design and deliver a volunteer strategy covering retail stores, furniture operations, warehouse

support, and online sales.

•  Line manage key personnel, setting clear objectives and conducting regular 121s and annual

appraisals.

•  Conduct all work in a manner reflective of the organizational values: Learn, Inspire, Care, and

Respect.

6. Governance & Compliance

•  Ensure the retail operation complies with all Charity policies, including Health and Safety, security,

and statutory requirements.

•  Ensure all retail income is raised lawfully, adhering to GDPR, Charity Commission guidance, and

Charity Retail Association codes of practice.

•  Protect service users, visitors, and staff by observing Infection Prevention and Control policies.

Person Specification

Experience: Substantial senior retail management experience across multiple sites or channels, ideally within a charity environment. Proven track record in driving
sales income and net profit while controlling costs.

Growth & E-commerce: Experience developing and growing online sales or e-commerce operations. Experience identifying new business opportunities or expanding
shop portfolios.

Leadership: Proven ability to inspire, lead, and develop diverse teams of staff and volunteers. Experience working collaboratively with marketing teams.

Skills: Strong commercial acumen and analytical skills with a good understanding of profit and loss. Excellent communication, negotiation, and relationship-building
skills.

Other: Full UK driving license and access to transport. Willingness to work flexibly, including weekends.

PRE-EMPLOYMENT CHECK

Upon offer of employment this post will be subject to satisfactory references and a standard check with the Disclosure & Barring Service (DBS).