Charity Link Job Description

Job Title: Operations & Commercial Manager

Reporting to: Chief Executive Officer

Location: Leicester, site/office based

Salary: £35,000

Contract Type: Permanent, Full-time (37 hours per week)

Manage The Goods Depot, Charity Link's trading arm, to ensure effective sale and distribution of white goods and beds, aligning with strategy, ensuring efficiency, and maximising social impact. This role requires a dynamic and hands-on leader with strong commercial acumen, logistical oversight, and people management skills.

Primary Objectives

1. To support the strategic aims of Charity Link and the Chief Executive Officer.

2. Partner and collaborate with the Senior Leadership Team to develop and implement trading arm strategies and policies.

3. Ensure alignment of trading operations with the charity's mission, vision, and values.

4. To ensure the effective smooth running of the trading arm, contractual and regulatory compliance, and quality assurance.

5. To meet targets agreed by the Board of Trustees.

Key Responsibilities

Strategic & Commercial Leadership

• Develop and implement a trading strategy aligned with the charity’s objectives.

• Identify growth opportunities, including new product lines, sales, partnerships, and funding streams.

• Monitor market trends and competitor activity to inform pricing and positioning.

Business Development & Sales Growth

• Establish and nurture partnerships with external organisations, businesses, and community groups to expand market reach and generate new sales opportunities.

Lead targeted outreach campaigns to attract new customers whose values align with the charity’s mission, leveraging social media, events, and networking platforms.

• Collaborate with marketing teams to develop promotional materials that highlight the charity’s impact and encourage external customer engagement and support.

Analyse customer feedback and sales data from external sources to inform strategies for business development and ensure alignment with the charity’s objectives.

Sales & Customer Engagement

• Oversee all sales operations, ensuring excellent customer service and satisfaction.

• Manage pricing structures and updates to ensure competitiveness and sustainability.

• Build, maintain and develop external customer relationships, referral agencies, and suppliers.

Develop an understanding of our vulnerable client base and determine the most effective ways to support and work with them.

Supply Chain & Procurement

• Oversee stock management, including monitoring inventory levels, managing stock rotation and replenishment, and reconciling inventory discrepancies to ensure efficient and effective supply for business operations.

• Source and negotiate with suppliers to ensure quality, value, and ethical standards.

• Maintain strong supplier relationships and ensure timely procurement of stock.

Logistics & Distribution

• Oversee delivery operations, including route planning, vehicle maintenance, and driver coordination.

• Ensure timely, quality and cost-effective delivery of goods to clients and external customers.

Maintain accurate records of deliveries, returns, and warranty claims, including issues experienced with clients and/or client premises on the Gap Grant database to inform future decision making.

Premises Management

Oversee third-party storage logistics by managing relationships with external storage providers as primary key holder.

Financial Oversight

• Manage budgets, sales targets, and financial reporting for the trading arm.

• Manage payment systems, petty cash, and Sage sales input/invoicing.

Ensure compliance with financial procedures, including invoicing, petty cash, and stock valuation.

• Although the Charity Link’s Finance Team currently provides support, develop and establish independent financial procedures.

Team Leadership & HR

Recruit, train, and manage staff and volunteers at the Goods Depot, fostering a collaborative and high-performing team culture.

• Lead on staffing issues, performance management, and team development at the Goods Depot.

• Coordinate with SLT with regards to external HR, as required.

• Collaborate with the Charity Link Casework Team, to support in enhancing the product portfolio that meets clients’ needs.

Health & Safety & Compliance

• Lead on all health and safety matters including risk assessments, fire safety, and first aid.

• Ensure compliance with data protection (ICO) and other regulatory requirements.

• Maintain vehicle safety standards including MOT, servicing, and tail lift checks.

• Conduct risk assessments and implement safeguarding procedures where relevant.

Person Specification

The candidate should be able to demonstrate the following knowledge, skills and ability:

Essential

1. Proven experience in managing operations, retail, logistics or trading within a commercial or social enterprise setting.

2. Excellent leadership, interpersonal and communication skills.

3. Strategic thinker with the ability to translate vision into actionable plans.

4. A proven ability to identify and pursue new business opportunities, develop strategic partnerships, and drive growth within a commercial or social enterprise setting.

5. Experience of logistics, supply chain, or retail operations.

6. Experience of stock management

7. Strong team working ethic, able to motivate and inspire staff, encouraging knowledge sharing and peer support.

8. Ability to operate on a senior level and represent The Goods Depot externally.

9. Ability to make decisions, multi-task, prioritise and delegate effectively.

10. Commercial awareness and financial literacy to manage budgets, targets and financial reporting.

11. Excellent standard of IT including Microsoft Office (Word, Excel, and PowerPoint or equivalent), Microsoft Teams and relevant operational software (e.g., Sage, stock management and route planning systems).

12. Ability to network and liaise effectively with individuals and agencies in the private, public and voluntary sectors, and governmental departments.

13. Self-motivated, solutions-focused and creative self-starter.

14. A commitment to diversity, equality and inclusion within the workplace.

15. Able to achieve targets and work to tight deadlines.

16. Ability to work flexibly.

17. Full driving licence, access to own transport and willingness to travel regionally.

Desirable

1. Experience in the charity, not-for-profit or social enterprise sector.

2. Experience of white goods or furniture retail.

3. Knowledge of the statutory infrastructure and voluntary landscape for social welfare.

4. Experience of the regulatory framework of companies and charities.

5. Knowledge and understanding of HR.

6. Knowledge and understanding of Sage 50.

7. Understanding of social value reporting and impact measurement.