About DUSA
Dundee University Students’ Association (DUSA) is an independent charity representing and supporting over 13,000 students at the University of Dundee. Every student is automatically a member – and everything we do is shaped by their voices.
Our vision is to build a kinder, greener and more connected student community that creates positive change locally and globally. We exist to help students thrive – academically, socially and personally – during their time at university and beyond.
We are proud to be one of the leading Students’ Associations in Scotland and the UK. At the heart of campus life, DUSA provides welcoming, inclusive and safe spaces – both physical and digital – where students can connect, belong and feel valued. From retail, events and hospitality, to over 200 societies, volunteering opportunities, and student-led initiatives, we empower students to explore their passions, build skills and create lifelong friendships.
DUSA is also the independent voice of students. Through our elected student officers and representative system, we ensure students influence decisions that affect their education and experience. Alongside this, our professional advice team provides free, confidential and impartial support on academic, financial and wellbeing matters.
The city of Dundee continues to evolve, with significant investment and regeneration transforming the waterfront and beyond. As the city grows, so do we – championing sustainability, inclusion and innovation in everything we do, and working in partnership with the University and local community to enhance student life.
DUSA employs around 180 permanent and student staff and operates year-round, delivering facilities, hospitality, entertainment, representation and support services seven days a week. Our focus is simple: putting students at the centre of every decision and creating an experience they are proud to be part of.
Purpose
The Retail Services Manager reports directly to our Head of Operations (Student Experience and Engagement) and is responsible for the leadership and day-to-day operational management of DUSA’s three retail outlets: The Premier, Ninewells Shop, and Library Café. Together, these sites serve the daily needs of thousands of students and staff across campus and play an important role in DUSA’s commercial sustainability.
As a member of the DUSA management team, the post-holder will contribute to the attainment of the Students’ Association’s strategic plan, working closely with colleagues across the organisation to ensure retail services are commercially strong, customer-focused, and aligned with DUSA’s values.
This is a hands-on leadership role for someone with a genuine commercial drive. The post-holder will be expected to analyse performance data, identify growth opportunities, develop the product offer, and lead a team that delivers a consistently excellent experience for every customer across all three sites.
The Role
Operational Management
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Take overall responsibility for the operational management of The Premier, Ninewells Shop, and Library Café, ensuring each site runs efficiently and to the highest standards.
- Ensure consistent compliance with all statutory requirements, relevant legislation, and DUSA health and safety policies across all retail sites.
- Develop and maintain effective systems, procedures, and communication structures that enable the department to operate to its maximum potential.
- Take overall responsibility for stock control, ensuring procedures are consistently applied across all three sites.
- Ensure that all expenditure is managed within agreed budgets, with costs kept to a minimum without compromising quality or service.
Sales Growth and Commercial Performance
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Actively drive sales growth across all three retail outlets, identifying and acting on opportunities to increase footfall, basket spend, and overall revenue.
- Regularly analyse EPOS and sales data to identify trends, underperforming lines, and opportunities to improve the product range, pricing, and store layout.
- Review and develop the product offer across all sites, making informed ranging decisions based on sales performance, competitor activity, and customer insight.
- Set and monitor pricing levels to ensure profitability targets are met, regularly benchmarking against local competitors.
- Produce regular commercial performance reports for the Head of Operations including KPIs, trend analysis, and clear recommendations for action.
- Hold budgetary responsibility for the department and work with the Head of operations and Finance Manager to set and achieve and maintain financial targets.
Customer Experience and Visual Merchandising
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Ensure all three sites are well-presented, effectively merchandised, and that promotional materials are current, on-brand, and driving sales.
- Monitor customer feedback and footfall data to continuously improve the in-store experience across all sites.
- Maintain very high standards of customer service, creating a welcoming and efficient retail environment that meets the needs of students and staff.
- Ensure very high standards of hygiene and food safety are achieved and maintained at all times.
Staff Management
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Lead, motivate, and develop the retail team, fostering a culture of high performance, shared purpose, and continuous improvement.
- Effectively manage team performance with the support of the Human Resources Manager, including appraisals, grievances, and disciplinary matters.
- Identify staffing and training requirements across all sites, ensuring appropriate cover levels are maintained within agreed budgetary parameters.
- Recruit and induct new staff, providing ongoing training to ensure consistently high standards of performance.
- Delegate tasks effectively, evaluate performance regularly, and act always in accordance with DUSA’s policies and procedures.
Strategy and Stakeholder Engagement
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Contribute to the DUSA management team, attending departmental and inter-departmental meetings and acting in an advisory capacity to the Head of Operations on retail matters.
- Identify and monitor business growth initiatives, keeping up to date with trends in the convenience retail and campus services sectors.
- Ensure the department sources products from the most competitive and suitable suppliers, managing supplier relationships proactively.
- Positively promote and uphold the values and policies of DUSA across all retail operations.
- Carry out any other appropriate duties as required by line management.
The Person
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Commercially driven, with a genuine passion for retail and a track record of growing sales and improving performance.
- Strong analytical skills, with the ability to interpret sales data and translate insight into clear, practical action.
- Effective leader and people manager, able to motivate a team across multiple sites and build a positive working culture.
- Excellent communicator, able to build strong relationships with staff, suppliers, and colleagues across the organisation.
- Highly organised, with the ability to manage competing priorities across multiple locations in a fast-paced environment.
- Customer-focused, with high standards and a commitment to delivering an excellent in-store experience.
- Adaptable and solutions-focused, with a positive approach to challenge and change.
Qualifications/Knowledge/Experience
Essential:
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Experience gained in a high-volume, fast-paced, customer-focused retail or wholesale environment.
- Proven track record of driving sales growth and improving commercial performance.
- Experience of analysing sales data and using insight to inform product ranging, pricing, and operational decisions.
- Experience of management in a retail environment, including leading and developing a team.
- Knowledge of buying, gross profit management, and stock control.
- Knowledge of finance and budgetary control.
- Excellent communication and organisational skills.
- Ability to meet all of the criteria to hold a Personal Licence.
Desirable:
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Knowledge of the campus retail sector.
- Experience of working with students or managing student staff.
- Working knowledge of EPOS systems and retail reporting tools.
Hours of Work
The post is full-time 40 hours per week. The post-holder will work Monday to Friday, although will be expected to work flexibly during certain times of the year to meet business needs. No additional payments or allowances will be made.
Salary
This is a Grade 9 role at £39,600.
Benefits
- Staff Discount on Food and drinks
- Free entry to our events +2 friends
- 28 days annual leave, with one days increase, finalising at 30 days after completing your third year.
- Enhanced pension scheme
Dundee University Student's Association (DUSA) is a charitable organisation , devoted to providing support to the students of Dundee University. We are committed to creating an environment in which all staff, volunteers and members are supported to continuously develop their talents, skills and knowledge.
