We’re currently recruiting a Retail Manager to head up our charity shop in Stourport-on-Severn
Job title: Retail Manager – Stourport-on-Severn
Full time | Permanent | 37.5 hrs per week | 5 days per week | Working hours between 8:30am and 5:30pm, Mon – Sun | Closing date 19/06/25 | Interviews expected to be held w/c 23/06/25
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 a warm, well-loved charity shop with a real sense of community? We’re looking for a Retail Manager to run our Stourport KEMP Hospice shop—situated in the heart of the town and known for its friendly atmosphere and wide selection of clothing, accessories, toys, household items, and furniture.
You’ll bring an eye for merchandising and a flair for creating attractive, well-curated displays that encourage customers to browse, buy, and return. With experience in retail and a practical understanding of day-to-day shop operations, you’ll be comfortable supporting income targets, managing stock, and helping to keep the business side of things on track.
Most importantly, you’ll be a natural people manager—someone who thrives in a team setting and knows how to get the best out of others. You’ll lead a small, dedicated team made up of both volunteers and paid staff, creating a supportive, inclusive environment where everyone feels valued and confident in their role.
With your leadership, the shop will continue to be a welcoming, well-run space at the heart of the community—raising vital funds to support KEMP Hospice and the care we provide to local people and families affected by life-limiting illness, grief, and bereavement.
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
- Company sick pay
- Bereavement leave
- Enhanced maternity leave
- Enhanced paternity leave
- EAP: confidential financial, legal, wellbeing & mental health support
- Opportunity to buy and sell holiday
- 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 – Stourport-On-Severn. 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
Essential:
Qualifications and Experience
- Relevant qualification or significant experience in retail management.
- Proven experience in fashion retail management.
- Strong track record of managing teams, including performance management, coaching, and mentoring.
- Demonstrable experience handling grievances, disciplinaries, absence management, etc.
- 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.
- Excellent interpersonal and leadership skills to build a motivated, high-performing team.
- Ability to build relationships with the local community to promote KEMP Hospice’s services and mission.
Personal Attributes
- Strong, confident, and self-motivated leader with a collaborative approach.
- Passionate about KEMP Hospice’s mission and the impact of its services.
- Ability to inspire trust and confidence in customers, team members, and the local community.
Desirable:
Qualifications and Experience
- Experience opening and establishing a new retail store.
- Retail experience in charity or not-for-profit organisations.
- Experience managing volunteers alongside paid staff.
- Familiarity with HRIS systems such as BreatheHR.
Skills and Knowledge
- Knowledge of Gift Aid processes and compliance requirements.
- Understanding of visual merchandising and customer experience.
- 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
- Active networker with links to local businesses and organisations
- Innovative thinker with a passion for sustainable retail.
- A creative flair for developing unique retail initiatives.
Disclosure & Barring
This role is subject to a basic check with the Disclosure and Barring Service.
Job Type: Full-time, Permanent
Pay: £25,340.00 per year
Benefits:
- Additional leave
- Bereavement leave
- Company events
- Company pension
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Financial planning services
- Free flu jabs
- Gym membership
- Health & wellbeing programme
- Paid volunteer time
- Sick pay
- Store discount
Schedule:
- Monday to Friday
- Weekend availability
Experience:
- Retail sales: 2 years (required)
- Retail management: 1 year (required)
- Management: 2 years (required)
- Supervising: 1 year (required)
Licence/Certification: Proof of right to work in the UK (required)
Work Location: In person
If you’d like to submit an application for this position, please apply via Indeed.
Application deadline: 19/06/2025
Please note: KEMP Hospice reserves the right to close this vacancy early if sufficient applications for the role are received.
