Retail Services Manager (Internal Candidates Only)

Contract: Permanent contract 37.5 hours per week (flexible 7-day rota)

Salary: £35,000 per annum

Location: Unit 7, Waverley Industrial Park, Hailsham Drive, HA1 4TR (The role will require a mix of retail and office based)

Closing Date: 11th October 2024

St Luke’s Hospice – Caring for Harrow and Brent St Luke’s Hospice cares for people approaching the end of their life in Harrow and Brent. We aim to give the people we care for the best possible quality of life, each and every day. Supporting local people and their families is at the heart of what we do – focusing on what matters the most to them is at the centre of our care.

The care we give is free of charge, available to all, and respects the cultures, religions, and beliefs in our richly diverse community. Our care is given with compassion and dignity and involves not just looking after the patient, but also includes supporting the people closest to them. 

We receive around 40% of our funding from the NHS and the rest is raised from the amazing generosity of the organisations and people who make our care possible. Our local community is a vital partner in our care, kindly supporting us through their donations and fundraising alongside the dedication of over 800 incredible volunteers who freely give us their time to support the best possible end-of-life care for local people.

Job Purpose and Scope

The purpose of the Retail Service Manager is to manage and streamline communication, planning, and operations across retail shops, e-commerce, and the warehouse to drive sales, enhance customer experience, and ensure alignment with the retail strategy.

This role coordinates cross-functional efforts, ensures compliance with procedures and policies, supports sales initiatives, and fosters continuous improvement in both customer service and internal processes. Additionally, it involves managing people, systems, and visual standards

Main Duties

• Act as the gateway for all communication to shops 
• Ensure that all communication shops, warehouse, ecom receive is concise, clear and inspires the appropriate action 
• Co-ordinate communication to shops so that it is received in a planned and organised manner and does not have a detrimental impact on the customer experience 
• Act as the custodian of the Retail/Events Planner from all elements of the business 
• Effectively plan and communicate all promotional or event activity to retail in a timely manner
• Supports the delivery of shop sales and ecom performance and stay abreast of retail and ecom sales performance on a weekly and monthly basis  
• Create ideas and initiatives to drive sales and profits 
• Enable compliance to Health and Safety in stores by having H & S processes and procedures that are clearly articulated and easy to understand and implement 
• Develop new initiatives to constantly improve the customer experience and drive sales and profit 
• Collates all necessary retail, ecom and warehouse reporting as required by Head of Retail, Ops and Ecom 
• Ensure compliance with all HR policies and procedures 

Applicants are encouraged to inform us if any reasonable adjustments are needed to be made during any part of the recruitment process.

St Luke’s Hospice are equal opportunity employer and particularly welcomes applications from groups who are currently under-represented in our staff.

Please note: We will not be able to employ you if you are not eligible to work in the UK. We will not be able to obtain a work permit on your behalf.