Job Description
Job title:
Shop Manager – Denbigh
Reporting to:
Retail Manager
Hours:
27.5 hours per week
Flexible – Monday to Saturday (as required)
Salary:
£12.71 per hour
Role Purpose
The Shop Manager plays a key role in generating vital income for St Kentigern Hospice by leading the day-to-day operation of the Denbigh retail shop.
This role is responsible for managing shop performance, maximising sales, and ensuring an excellent customer experience, while leading and supporting a dedicated team of volunteers. The postholder will focus on maintaining high retail standards, building strong community engagement, and delivering a welcoming, well-organised and commercially successful shop environment.
Key Responsibilities
Shop Operations
- Oversee the day-to-day running of the shop, ensuring efficient operations and high standards of customer service
- Ensure the shop is presented to a high standard, including cleanliness, organisation and visual appeal
- Manage stock levels, rotation and pricing to maximise sales opportunities
- Ensure effective cash handling procedures and accurate financial processes are followed
- Monitor shop performance, working towards agreed income targets
Volunteer Management
- Recruit, support and manage a team of volunteers
- Provide training, guidance and ongoing support to ensure volunteers feel valued and confident in their roles
- Develop volunteer rotas to ensure appropriate shop cover
- Foster a positive, inclusive and supportive team environment
Sales and Merchandising
- Maintain high standards of visual merchandising to optimise product presentation
- Identify opportunities to increase sales and improve shop performance
- Support pricing strategies to ensure competitiveness and value
- Maximise Gift Aid opportunities where applicable
Customer Service and Community Engagement
- Deliver excellent customer service, ensuring all visitors receive a warm and positive experience
- Handle customer enquiries and interactions professionally, both in person and via phone
- Build strong relationships with the local community to encourage donations and repeat custom
- Support local promotional activities and events to increase footfall and awareness (e.g. Flint & Denbigh Show)
Compliance and Health & Safety
- Ensure compliance with health and safety regulations at all times
- Maintain a safe working environment for staff, volunteers and customers
- Follow all hospice policies and procedures, including safeguarding and data protection
Administration and Reporting
- Maintain accurate shop records, including sales, stock and volunteer information
- Provide regular updates on shop performance to the Retail Manager
- Ensure all administrative duties are completed in a timely and organised manner
Other
- Work flexibly to meet the needs of the shop, including weekends
- Act as an ambassador for St Kentigern Hospice, promoting its values and mission at all times
- Undertake mandatory training as required
Organisational Information
St Kentigern Hospice provides exceptional respite and end-of-life care to adults across North East Wales. The hospice is a charity, and its retail operations play a vital role in generating income to support patient care.
Person Specification
Knowledge & Experience
Essential
- Proven experience in retail or similar customer-facing environment
- Experience supervising or managing a team
- Strong organisational and time management skills
- Excellent customer service skills
- Good IT skills (Microsoft Office or similar)
Desirable
- Experience in charity retail
- Experience managing volunteers
- Experience working towards sales targets
- Experience in merchandising and stock control
- Experience using EPOS or retail systems
Personal Attributes
Essential
- Strong leadership and team management skills
- Excellent communication and interpersonal skills
- Positive, proactive and solutions-focused approach
- Ability to work under pressure and manage competing priorities
- Self-motivated and able to work independently and as part of a team
- Committed to the values and purpose of the hospice
- Flexible approach to working hours, including weekends
Desirable
- Ability to communicate in Welsh and English
- Confident in promoting events and activities
- Strong community engagement skills
Job Types: Part-time, Permanent
Pay: £12.71 per hour
Expected hours: 27.5 per week
Work Location: In person
