Retail Support Manager

Saint Francis Hospice; Romford; On-site; GBP 30,000 - 42,000; Full time

Job summary

Saint Francis Hospice is seeking a Retail Support Manager to ensure that our retail shops thrive and deliver exceptional customer experiences. The role involves providing hands-on leadership across our store network, supporting high-quality retail performance, and driving commercial success.

With a focus on team development and community engagement, the Retail Support Manager will lead through example and inspire others to maintain the highest standards. A passion for teamwork and a results-driven mindset is essential.

Qualifications

• Proven senior retail management experience (minimum 2 years).
• Experience managing multiple sites and teams.
• A strong track record of delivering commercial results.

Responsibilities

• Work closely with the Retail Regional Manager to deliver high-quality retail performance.
• Travel across stores to provide operational leadership.
• Lead by example on the shop floor, inspiring teams.

Job description

Retail Head Office - Unit 10, Ashton Gate, RM3 8UF

Contract type: Permanent

Rolling Advert - please apply as soon as possible. We reserve the right to close this vacancy early if we receive a high volume of applications.

Are you a dynamic retail leader who thrives in a fast‑paced, multi‑site environment? Do you have a passion for delivering exceptional customer experiences whilst driving commercial success for a meaningful cause?

We are looking for a Retail Support Manager to play a vital role in ensuring our retail shops continue to thrive, provide hands‑on leadership support across our store network when it’s needed most.

Key Responsibilities

Operational & Commercial

• You will work closely with the Retail Regional Manager to deliver high‑quality retail performance, maximise income, and support our ambitious growth plans.
• Travel across our stores to provide operational leadership, particularly covering vacancies, sickness, and annual leave.
• You will lead by example on the shop floor, inspiring teams, maintaining excellent standards, and ensuring a positive experience for every customer and donor.
• Support delivery of the retail strategy and contribute to income growth targets (over £3.5m)
• Drive sales performance and maximise income through innovative retail approaches.
• Ability to effectively analyse data.
• Support local fundraising activities, promotions, and community engagement events.
• Promote Gift Aid, and provide coaching to teams on income generation.

Store & Shop Floor Management

• Ensure high standards in visual merchandising, stock processing, and store presentation.
• Maintain compliance with health & safety, financial procedures, and retail policies.
• Monitor performance and report issues or non‑compliance appropriately.
• Lead, motivate, and develop store teams and volunteers.
• Foster a high‑performing, collaborative, and customer‑focused culture.
• Support training and development, including coaching on commercial performance.
• Build strong relationships with staff, volunteers, and stakeholders.

Customer Experience

• Deliver outstanding customer and donor experiences across all stores.
• Respond to feedback and ensure timely escalation of complaints.
• Promote the hospice’s values through compassionate and professional interactions.

Experience Required:

• Proven senior retail management experience (minimum 2 years).
• Experience managing multiple sites and teams.
• A strong track record of delivering commercial results.
• Excellent leadership, communication, and people development skills.
• Strong organisational and planning ability, with a results‑driven mindset.
• Experience working across operations, finance, and customer service.
• The ability to work flexibly, manage competing priorities, and adapt to change.
• Experience in charity retail and working with volunteers.
• Full UK driving licence.

Please note that a DBS (Disclosure & Barring Service) basic criminal record check will be undertaken as part of our pre‑employment screening for the successful candidate.