We’re currently recruiting a Retail Manager to head up our brand new charity shop opening in early 2025.
Job title: Retail Manager
Department: KEMP Retail – Hagley
Reports to: Head of Retail
Location: 100 Worcester Road, Hagley, Stourbridge, Worcestershire, DY9 0NJ
Working hours: Full time | 37.5 hours per week | 5 days per week | 7.5hrs per day | Working hours between 8:45am and 5:30pm Monday to Sunday
Salary: £24,500.00 per annum
Closing Date: 02/01/25 (with interviews expected to be held w/c 06/01/25)
Why KEMP?
Based in the heart of the Wyre Forest, KEMP Hospice has been providing compassionate care and support to people affected by life-limiting illness and bereavement for over 50 years. We offer end-of-life care, counselling, and emotional support—completely free of charge—to adults, their families, and carers for as long as they need it. We stand by their side in our day hospice, in their homes, or virtually, during some of life’s most challenging moments.
At KEMP, we pride ourselves on being a great place to work and volunteer. We prioritise the well-being of our staff and volunteers, fostering an environment that promotes a healthy work-life balance. With opportunities for flexible working and a range of employee benefits shaped by the needs of our team, you’ll be joining a passionate, caring, and inclusive organisation that puts people at the heart of everything we do.
About You
Are you ready to lead an exciting new chapter for KEMP Hospice retail, combining style with purpose? We’re looking for an ambitious and strong-minded Retail Manager to head up our brand-new boutique-style charity shop in the affluent area of Hagley. Specialising in quality women’s fashion and accessories, this shop will reflect the elegance and vibrancy of the local community while championing sustainable shopping.
With a solid background in fashion retail, you’ll bring creative flair and a passion for innovation to this exciting role. You’ll also be a people-focused leader who can build strong community relationships—sharing the meaningful work KEMP Hospice does and the vital services we provide, made possible through the generosity of the people of the Wyre Forest and neighbouring communities.
As the Retail Manager, you’ll have the unique opportunity to shape this store from the very beginning. With our support, you’ll recruit and train your own brilliant team, inspire them to deliver outstanding results, and create a welcoming space that customers will love. You’ll also establish KEMP as a trusted and valued part of the Hagley community, all while supporting our mission to provide compassionate care and support to those who need it most.
What We Offer:
- Fantastic team where everyone is welcomed and empowered to give their best
- Supportive management – keen to develop you
- 30 days annual leave + bank holidays, increasing with long service
- Discount schemes including Blue Light Card
- Increased employer pension contribution
- Discount in retail shops
- Company sick pay
- Bereavement leave
- Enhanced maternity leave
- Enhanced paternity leave
- EAP: confidential financial, legal, wellbeing & mental health support
- Free eye tests
- Death in service benefit
- Opportunities for flexible working from day one
- Family friendly policies
- Free Will writing service.
- Staff events
Purpose of the Post:
To manage our KEMP Retail Shop – Hagley. To maximise income and profit from the sale of donated and new ‘bought in’ goods. To operate the Retail Gift Aid Scheme in line with HMRC and KEMP guidelines.
Main Duties and Responsibilities:
Operational:
- Ensure high levels of customer satisfaction through excellent service and high shop floor standards of cleanliness, display, and presentation.
- Ensure all donors are thanked and that every donor has the opportunity to register for Gift Aid.
- Create customer interest through displays, promotions, events, and changes to layout throughout the year.
- Work closely with the Donation Centre Manager and other colleagues to ensure all shops have the right stock at the right times and optimum stock levels are maintained.
- Ensure that stock is efficiently prepared for sale and that sorting and storage rooms are kept safe and tidy.
- Optimise pricing strategy taking into account market research, stock turnaround, and quality.
- Ensure proper accounting procedures for sales, ensuring paperwork is accurate and up to date, reported in a timely manner, and all takings banked as per policy requirements.
- Oversee the maintenance requirements of the shop, reporting problems to the Head of Retail.
- Utilise role-specific IT systems and equipment to ensure efficient shop management.
People Management:
- Lead and manage staff and volunteers confidently to ensure high team performance and morale.
- Create a positive and happy environment where team members feel valued and supported, ensuring efforts are recognised and rewarded to maintain morale and motivation
- Be a vocal coach, actively providing guidance and support to staff and volunteers to develop their skills, maximise their potential and productivity.
- Champion KEMP Values, ensuring the team actively embodies and demonstrates them, while addressing any unacceptable behaviours effectively
- Handle performance management, including addressing underperformance promptly and constructively, and escalating to disciplinary or grievance processes, when necessary, in line with KEMP policies.
- Foster a culture of collaboration, accountability, and respect among the team.
- Work with the Head of People and Head of Retail to maximise the number of volunteers supporting the shops, ensuring optimum volunteer numbers and hours.
- Promote and uphold health and safety and safeguarding standards for all staff, volunteers, and customers.
- Manage employee records effectively using HRIS system (BreatheHR).
- Manage staff rotas, annual leave, and absences in line with policies and procedures, ensuring the shops are always appropriately staffed to meet operational needs.
Business Management:
- Work positively as part of one Retail Team to ensure maximum income is raised from donations and profit for the Hospice, adopting new ways of working as necessary.
- Support the development and implementation of training programmes with the Head of Retail.
- Ensure compliance with all Hospice policies and promptly report problems, incidents, and accidents to the Head of Retail.
- All Gift Aid stock to be sorted and processed according to HMRC and KEMP policy.
- Provide additional support to volunteer-led shops as required, ensuring consistency and alignment with operational standards.
- Support the delivery of key organisational and retail projects as directed by the Head of Retail.
All KEMP Hospice Employees are expected to:
- Demonstrate a commitment to their own development, to take advantage of education and training opportunities and develop their own competence.
- Support and encourage harmonious internal and external working relationships.
- Make a positive contribution to fundraising and raising the profile of the Hospice.
- Provide support and advice to colleagues within KEMP within your area of expertise by working closely with the Multi-disciplinary Team within KEMP
- Always behave in a professional manner, reflecting and maintaining KEMP values as set out in the KEMP way.
Person Specification:
| Criteria | Essential | Desirable |
| Qualifications and Experience | Relevant qualification or significant experience in retail management. | Experience opening and establishing a new retail store. |
| Proven experience in fashion retail management. | Retail experience in charity or not-for-profit organisations. | |
| Strong track record of managing teams, including performance management, coaching, and mentoring. | Experience managing volunteers alongside paid staff. | |
| Demonstrable experience handling grievances, disciplinaries, absence management etc. | Familiarity with HRIS systems such as BreatheHR | |
| IT literate and technology confident, with the ability to use Microsoft 365 programmes, EPOS systems etc. | ||
| Skills and Knowledge | Strong commercial and business acumen, with a focus on driving income and profitability. | Knowledge of Gift Aid processes and compliance requirements. |
| Excellent interpersonal and leadership skills to build a motivated, high-performing team. | Understanding of visual merchandising and customer experience. | |
| Ability to build relationships with the local community to promote KEMP Hospice’s services and mission. | Knowledge of health and safety and safeguarding in a retail setting. | |
| Knowledge of local demographics and trends in Hagley. | ||
| Understanding of charity retail operations. | ||
| Personal Attributes | Strong, confident, and self-motivated leader with a collaborative approach. | Innovative thinker with a passion for sustainable retail. |
| Passionate about KEMP Hospice’s mission and the impact of its services. | A creative flair for developing unique retail initiatives. | |
| Ability to inspire trust and confidence in customers, team members, and the local community. | Active networker with links to local businesses and organisations. | |
How to apply:
Please submit your application online.
Closing date for all applications is: Thursday 2nd January 2025
Disclosure & Barring: This role is subject to a basic check with the Disclosure and Barring Service.
Please note: KEMP Hospice reserves the right to close this vacancy early if sufficient applications for the role are received.