Job Description:
PACT Animal Sanctuary is a leading animal welfare charity dedicated to rescuing, rehabilitating and rehoming animals in need. Our retail operations play a vital role in funding our mission, offering high quality donated goods through physical shops and online platforms. By joining our team, you will contribute directly to improving animal lives while delivering exceptional retail experiences.
Purpose of the role:
As Shop Manager, you will lead the day-to-day operation of a PACT charity shop, ensuring it is welcoming, well-presented and financially successful. You will inspire and support volunteers, deliver excellent customer service, maximise income and ensure the shop operates safely, efficiently and in accordance with charity retail best practice.
Working closely with the Area Shop Manager, you will play a key role in supporting PACT's mission by generating sustainable income through the sale of donated goods, promoting environmental sustainability through reuse and recycling, and building strong relationships within the local community.
Key Roles & Responsibilities
1. Retail Operations & Sales Performance
- Manage the day-to-day operation of the charity shop, ensuring high standards of customer service and presentation.
- Maximise sales and profitability through effective merchandising, pricing and promotional activity.
- Monitor shop performance against agreed Key Performance Indicators (KPIs), including sales, Gift Aid, stock turnover and volunteer engagement.
- Ensure excellent visual merchandising standards are maintained throughout the shop.
- Process all financial transactions accurately and in accordance with PACT financial procedures.
- Review sales reports and implement actions to improve shop performance.
2. Stock Management & Donations
- Manage the intake, sorting, pricing and display of donated goods.
- Ensure all donated items meet quality and trading standards before sale.
- Identify high-value items for specialist pricing or promotion.
- Maximise stock turnover through effective stock rotation and merchandising.
- Reduce waste by promoting reuse and recycling wherever possible.
- Liaise with other PACT shops to transfer stock where appropriate to maximise income.
- Develop relationships with local businesses and supporters to encourage regular donations.
3. Volunteer Leadership & Team Development
- Recruit, induct, train and retain a motivated team of volunteers.
- Create a positive, inclusive and supportive working environment.
- Prepare volunteer rotas to ensure adequate shop cover.
- Conduct regular volunteer supervision and provide ongoing support, coaching and recognition.
- Identify training and development needs.
- Promote teamwork and recognise volunteer achievements.
- Ensure volunteers understand and uphold PACT's values and mission.
4. Community Engagement & Customer Service
- Deliver consistently excellent customer service.
- Build positive relationships with customers, donors, businesses and community organisations.
- Promote PACT's work within the local community.
- Organise fundraising activities, promotional events and awareness campaigns.
- Maximise Gift Aid registrations and ensure Gift Aid is administered in accordance with HMRC guidance.
- Act as a positive ambassador for PACT at all times.
5. Financial Management
- Ensure accurate cash handling, banking and financial record keeping.
- Complete weekly cash reconciliations and banking procedures.
- Maintain accurate sales, Gift Aid and stock records.
- Minimise stock loss through effective stock control and security procedures.
- Investigate and report financial discrepancies where appropriate.
- Support the achievement of agreed financial targets.
6. Compliance, Health & Safety
- Ensure full compliance with Health & Safety legislation and organisational policies.
- Conduct regular shop risk assessments.
- Ensure safe manual handling practices are followed.
- Report accidents, incidents and maintenance issues promptly.
- Maintain a safe, clean and welcoming environment for customers, volunteers and visitors.
- Ensure compliance with charity retail legislation and Trading Standards requirements.
7. Governance & Organisational Compliance
- Ensure compliance with PACT policies and procedures.
- Maintain confidentiality when handling customer, donor and volunteer information.
- Comply with Data Protection (GDPR) requirements.
- Promote Equality, Diversity and Inclusion throughout the shop.
- Support safeguarding responsibilities in accordance with organisational policies.
8. Property & Facilities
- Ensure the shop premises, fixtures and equipment are maintained to a high standard.
- Report repairs and maintenance requirements promptly.
- Monitor the security of the premises, stock and cash.
- Ensure the shop remains attractive, clean and welcoming throughout trading hours.
Person Specification
Essential
- Previous experience in a retail supervisory or management role.
- Excellent leadership and people management skills.
- Experience managing or supervising volunteers or staff.
- Excellent customer service skills.
- Strong communication and interpersonal skills.
- Good organisational and time management skills.
- Experience of cash handling and financial reconciliation.
- Ability to analyse sales performance and identify opportunities for improvement.
- Good IT skills.
- Ability to motivate and inspire others.
- Commitment to high standards of customer service.
- Ability to prioritise workload and work under pressure.
- Commitment to animal welfare and the aims and values of PACT.
Desirable
- Previous charity retail experience.
- Knowledge of Gift Aid procedures.
- Experience organising fundraising events.
- Experience in visual merchandising.
- Full UK Driving Licence.
- Knowledge of sustainability and ethical retail practices.
Due to the potential high volume of applications, we reserve the right to close this vacancy early should we receive a sufficient number of quality candidates. We encourage interested applicants to submit their applications as soon as possible.
Pay: £12.71 per hour
Benefits:
Experience:
- Retail: 2 years (preferred)
Work Location: In person
