Head of Retail

Pilgrims Hospices; England; On-site; GBP 50,000 - 57,000; Full time

Job summary

A charitable organisation located in East Kent is searching for a Head of Retail to lead its thriving retail estate. You will manage a team across 32 shops and 2 warehouses, drive sales growth, and enhance the customer experience. Candidates should have solid experience in retail management and a passion for charitable work. The position offers a full-time schedule with opportunities for impactful community involvement and competitive benefits.

Benefits

Opportunities for professional development

Alignment with NHS pay rates

Cycle to Work Schemes

Free hospice parking

Qualifications

• Experience in retail management in a charity or commercial setting.
• Ability to develop strategies to drive sales performance.
• Strong communication and team management skills.

Responsibilities

• Lead the development of annual revenue and sales plans for shops.
• Monitor retail market trends to identify opportunities.
• Ensure compliance with financial policies and procedures.
• Develop recruitment processes for retail volunteers.

Skills

Leadership

Sales management

Financial acumen

Volunteer coordination

Customer service

Job description

Location: Pilgrims Hospices Canterbury

Status: Permanent, full time, 35 hours

Salary: £50,000 to £56,180 per annum depending on experience

Closing date: 15/01/2026

Interview date: 28/01/2026

About the Head Of Retail Role

Pilgrims Hospices is seeking an inspiring Head of Retail to lead our thriving retail estate of 32 shops across East Kent, 2 warehouses and a growing eCommerce operation to drive sales, profit and an exceptional customer experience that helps fund more care for local patients and families. Our Retail Team is positive, hard-working and deeply committed; together they have doubled turnover from £3 million in 2016 to a budgeted £6+ million in 2026/27. We are incredibly proud to have the support of 700 volunteers, who work with us every day and bring skills, energy and laughter to wherever they work. You’ll be supported by experienced Area Managers, Warehouse & Logistics and Maintenance Teams, working across furniture, book, vintage, discount, retro and general shops plus the country's first charity Brand New with Tags store.

This is a permanent, full time (35h per week) role working Monday‑Friday with some weekends. Expected to start at the beginning of April.

Main Responsibilities

• Working with the Retail Area Managers and the Warehouse & Logistics Manager, the post holder will lead on the development and achievement of an annual revenue and sales plan for each shop.
• Develop and implement corrective action plans to reinvigorate sales if any of the shops are under‑performing.
• To monitor the retail market place to identify new retail trends and opportunities.
• To use benchmarking tools to track Pilgrims Retail against other hospices and charity shops.
• To produce management information showing weekly, monthly and annual sales trends.
• To be responsible for all financial processes ensuring that they comply with the Pilgrims financial policies and procedures.
• To work with the Retail Management Team, ensure that Retail Shop Managers develop and establish relationships with volunteers so that they feel fully engaged, communicated with and part of the Pilgrims Team.
• Working with the Volunteer Coordinator to develop and implement a rolling retail volunteer resourcing plan.
• To work with the Volunteer Coordinator to develop agreed recruitment processes and minimum training requirements for volunteers.
• To ensure that the structure and fabric of our shops are maintained to a high standard and that repairs and essential maintenance is undertaken in a planned and timely manner.
• To ensure that our shops meet standards required by Health & Safety legislation, trading standards, fire and building regulations.
• To lead negotiations for new leases and renewals, agreeing Heads of Terms with Landlords before presenting to Solicitors.
• To work closely with our energy brokers, vehicle lease companies, EPOS provider, and preferred contractors to ensure the retail operation is supported as much as possible, and that costs are minimised wherever possible.
• Working with the Retail Management Team to ensure that there is a consistent shopping experience across all our shops.
• To lead on HMRC Gift Aid Claims, ensuring that Retail Data is accurate before any claims are made from HMRC.
• Ensure that all retail staff are kept informed of the retail strategy, operational objectives, the work of the hospice and their own individual shop plans via team meetings as well as an annual Team Away Day.

For more information regarding roles and responsibilities please look at our Job Description and Job Pack.

About Us

As an award‑winning employer, Pilgrims provides end‑of‑life care services to patients and their families across east Kent. Our commitment is to provide open, compassionate care and expertise for patients and their families both in the community and in‑patient units.

Our Vision

Of a community where people with a life‑limiting illness, and their family and friends, are supported and empowered to live well in mind and body until the very last moment of their life.

Our Values and Behaviours

• Compassionate – We treat everyone with compassion and care
• Open – We communicate openly, honestly and effectively
• Dynamic – We are dynamic, improving and developing our service
• Empowered – We empower people to achieve their outcomes

Other Benefits

As an Employer of Choice, our commitment to supporting our employees and volunteers is a key priority. Our Health and Wellbeing Strategy is an important step in ensuring the sustainability of our workforce, and clearly outlines our strategic intentions to improve employee capability, resilience and engagement, to adapt to and embrace change as the health sector continues to develop.

Our Hospices Offer

• Modern, friendly and highly professional working environments
• Opportunities for professional development through a range of extensive learning
• Alignment with NHS pay rates and continuity in membership of the NHS pension scheme
• A sense of achievement in supporting a worthwhile cause
• A sense of wellbeing
• A good work‑life balance
• Locations across well‑populated areas of east Kent all providing very good road and rail links
• NHS and financial discounts i.e. Blue Light Card
• Cycle to Work Schemes
• Free hospice parking

Find out more and apply

Interview dates will be held on Wednesday 28 th January 2026, and if successful a second round of interviews are to be held 5 th February 2026. If you are interested in applying for the role and wish to join our passionate team, please complete the application form below.