Shop Manager

Role purpose

The Shop Manager is to support the delivery of the following strategic priorities of Scope:

Goals

• Transform attitudes
• Closing the disability employment gap
• Ending the disability price tag

Story of change, vision

• Insights and impact driven
• Known for what we do
• Confident colleagues

Role responsibilities

As Shop Manager you will work with the Assistant Shop Manager to effectively manage the day-to-day running of the shop with the aim of achieving optimum profit by maximising sales and controlling direct shop expenses and to manage and motivate the team working in the shop.

Main responsibilities and accountabilities

At Scope, we work together, in our teams and across all teams. Together, we commit to being collaborative, trusting and respectful. To being open about our work and to being flexible and open to change.  And to building our confidence by improving what we do by developing and learning, continuously.

Key Objectives

• Actively promote Scope and its services within the community.
• Support disabled customers, volunteers and staff by creating an inclusive environment to shop, volunteer and work.
• Make sure the shop makes a significant profit to support Scope’s work.
• Lead the team to deliver excellent customer service.
• Keep the shop safe, clean, and welcoming to customers.
• Hands on approach to managing the shop operations including the staff and volunteer team.
• Drive volunteer recruitment, training and retention so the shop always has enough people to fill the rota.
• Each shop has its own budget set by the Area Manager

Leadership

• Drive sales by helping the shop team effectively manage stock.
• Spot trends and opportunities to promote Scope, the shop and stock donations in the local community.
• Be an excellent role model and create a positive environment so that shop team members feel motivated and valued.
• Promote customer service best practice, giving guidance, feedback and coaching to the shop team.
• Lead regular individual and team meetings (including volunteers).
• Discuss training needs and performance issues with the area manager.
• Join area meetings, retail events and training.
• Make sure daily admin and financial tasks are carried out in line with the Scope cash and security policies.
• Take responsibility for safeguarding and health and safety, including reports, risk assessments and other checks.

Shop trading

• Continually improve the shop’s performance, meeting or exceeding income targets including sale of donated and new goods, corporate donations, cash appeal, Gift Aid, raffle and rag.
• Drive stock generation, processing, security, collection and preparation.
• Meet shop floor density and quality targets.
• Keep the shop safe, clean and welcoming to customers, with attractive stock displays, according to Scope’s shop standards.
• Keep the back of house safe and pleasant for staff and volunteers.
• Comply with Scope’s policies and procedures, particularly in relation to shop security, safeguarding and health & safety regulations.

Other tasks

• Cover other local shops when necessary.
• Inform the Area Manager or other appropriate manager(s) of any concerns.
• Any other reasonable tasks your manager asks you to help with.
• Move and sort large quantities of stock, sometimes in confined or limited space.

Mandatory for all staff:

• To work seamlessly across the department or team boundaries in a collaborative and constructive manner to implement Scope’s strategic direction.
• To demonstrate a commitment to customer service excellence and deliver against the requirements of Scope’s quality framework.
• To work within Scope’s policies and procedures. 

Main relationships, internal and external stakeholders

Internal contacts

• Area Managers
• National Sales Manager
• Retail Operations team
• Stock Transport Drivers

External contacts

• Customers
• volunteers
• Local businesses
• Community organisations

Person Specification

Knowledge and experience

Experience

• Previous experience as either a Retail Shop Manager, Assistant Manager, or a Supervisor looking to step up, ideally in retail or charity shops.
• A genuine interest in, or passion for in fashion 
• Experience working in a target-driven environment, with a focus on achieving sales or performance goals
• Experience of working in a fast paced environment
• Able to apply commercial acumen to drive sales.
• Able to calculate sales figures.
• Computer literate – able to use email and undertake online training.
• After training able to recognise stock potential and price accordingly.

Leadership

• Previous management experience
• Able to coach and motivate the team to achieve targets and shop standards
• Able to plan, prioritise and organise daily and administration tasks.
• Understands and supports Scope’s social model of disability, what Scope does and Retail’s contribution to Scope.
• Has a basic knowledge Health & Safety and Fire regulations to identify potential risks.

Personal Effectiveness

• Effective verbal and written communication.
• Able to provide excellent customer service.
• Demonstrates ethical behaviour, respects diversity and acts fairly.
• Able to be flexible and respond positively to change.
• Takes initiative to promote Scope and the shop in the community.
• Willing and able to work on a variable rota of 5 days of the week including bank holidays.
• Flexible to travel to training, occasional meetings and assist in other shops on the Area if requested.
• Enjoys working in a fast-moving environment, responding to daily challenges whilst focussing on achieving results.