Are you a dynamic retail leader who thrives in a fast-paced, multi-site environment?
Do you have a passion for delivering exceptional customer experiences whilst driving commercial success for a meaningful cause?
We are looking for a Retail Support Manager to play a vital role in ensuring our retail shops continue to thrive, provide hands-on leadership support across our store network when it’s needed most.
Key Responsibilities
Operational & Commercial
- You will work closely with the Retail Regional Manager to deliver high-quality retail performance, maximise income, and support our ambitious growth plans.
- Travel across our stores to provide operational leadership, particularly covering vacancies, sickness, and annual leave.
- You will lead by example on the shop floor, inspiring teams, maintaining excellent standards, and ensuring a positive experience for every customer and donor.
- Support delivery of the retail strategy and contribute to income growth targets (over £3.5m)
- Drive sales performance and maximise income through innovative retail approaches
- Ability to effectively analyse data
- Support local fundraising activities, promotions, and community engagement events
- Promote Gift Aid, and provide coaching to teams on income generation
Store & Shop Floor Management
- Provide direct management cover for stores during absences
- Ensure high standards in visual merchandising, stock processing, and store presentation
- Maintain compliance with health & safety, financial procedures, and retail policies
- Monitor performance and report issues or non-compliance appropriately
People & Leadership
- Lead, motivate, and develop store teams and volunteers
- Foster a high-performing, collaborative, and customer-focused culture
- Support training and development, including coaching on commercial performance
- Build strong relationships with staff, volunteers, and stakeholders
Customer Experience
- Deliver outstanding customer and donor experiences across all stores
- Respond to feedback and ensure timely escalation of complaints
- Promote the hospice’s values through compassionate and professional interactions
Experience Required:
- Proven senior retail management experience (minimum 2 years)
- Experience managing multiple sites and teams
- A strong track record of delivering commercial results
- Excellent leadership, communication, and people development skills
- Strong organisational and planning ability, with a results-driven mindset
- Experience working across operations, finance, and customer service
- The ability to work flexibly, manage competing priorities, and adapt to change
Desirable:
- Experience in charity retail and working with volunteers
- Full UK driving licence
We will require all successful candidates to be able to provide documentary ID proof of their Right to Work in the UK.
We are not a Licensed Sponsor, so are unable to provide sponsorship to support applicants applying from outside of the UK.
Pay: £30,575.00 per year
Benefits:
Work Location: In person
