Relief Shop Manager

About SVP

SVP is a large, national, voluntary organisation with extensive experience of working with a diverse range of people who experience poverty and exclusion. Through its network of volunteers and employees, it is strongly committed to working for social justice and advocates the creation of a more just and caring society.

SVP is an equal opportunity employer committed to treating all individuals with dignity and respect. We are dedicated to protecting everyone we encounter from all forms of harm, abuse, neglect, and exploitation, in accordance with Irish equality legislation. All employees are expected to adhere to SVP's Dignity & Respect and Safeguarding policies, including those pertaining to children and vulnerable adults.

The founder of the Society, Blessed Frederick Ozanam, was a devout Christian and his legacy of spirituality remains a key element of the make-up of every Conference within the Society. It is normal practice within the Society that prayers are said at the beginning and end of Conference meetings or at other meetings where members are in attendance as this underpins the ethos of the Society. You are not required to take part.

Purpose of the Role

The role involves working under the direction of the Regional Retail Manager to provide support cover to multiple locations across the Dublin, Wicklow, and Kildare shop network as required, and sales support across the region.

The primary focus is the operation of individual locations as scheduled, covering the local shop manager's absence, maximising sales, productivity, revenue opportunities, and customer satisfaction while supporting the local team of volunteers and scheme workers, ensuring full compliance with SVP’s retail standards, relevant legislation, and the Society’s policies and ethos.

Guidance and Authority

The post holder is expected to operate with considerable autonomy, referring matters to their line manager when:

• Significant resistance is encountered in implementing good practices or policies.
• Actions may place stakeholders such as children, vulnerable adults, scheme participants, volunteers, or the Society's reputation at risk.
• Decisions could substantially impact the workload of others.

Principal Accountabilities

The role holder will be responsible for:

Stock & Operations Management

• Implement effective stock resourcing to meet customer demand.
• Maintain strong shop team relationships and participate in SVP retail initiatives.
• Review daily operations in line with guidelines (customer care, Health & Safety, retail standards).
• Identify new product opportunities and encourage recycling.
• Promote volunteer engagement and recruitment from diverse sectors.

Financial Performance

• Maximise shop revenue by delivering like-for-like growth through team collaboration.
• Achieve financial objectives and control costs (e.g. utilities, waste).
• Submit a shop report after each placement to the Regional Manager.
• Attend regional and national meetings and training as required.

Customer Service & Experience

• Foster a "Sales through Service" culture to attract and retain customers.
• Build relationships with loyal customers and gather feedback (e.g. surveys, events).
• Use thank-you and loyalty cards and enforce a "meet and greet" policy.
• Ensure access to all products and services during open hours.
• Use Vincent’s checklist for regular self-assessment of shop atmosphere, stock display, and service.
• Maintain a clean, orderly, and professional environment.
• Log and address all customer complaints in a timely and professional manner.

Volunteer & Staff Engagement

• Continuously recruit new volunteers using multiple channels and tools.
• Coordinate with the National Volunteer Coordinator for events.
• Ensure all staff and volunteers receive training, induction, and role clarity.
• Promote a respectful, harassment-free environment with regular performance updates.
• Identify training needs and provide skill development opportunities.
• Facilitate team communication through briefings, meetings, and noticeboards.
• Build connections with scheme supervisors and partners.

Compliance & Risk Management

• Ensure staff comply with SVP policies, financial controls, and purchase procedures.
• Monitor compliance with Health & Safety standards and legislation.
• Perform weekly risk assessments and maintain accurate training and Health & Safety records.
• Complete fire drills and ensure emergency readiness.
• Implement corrective actions for non-compliance and report issues promptly.
• Prevent lone working by ensuring proper roster cover.
• Continually reassess risks due to market, legal, or procedural changes, collaborating with management where needed.

Challenges

There are a number of challenges in this role, largely determined by the scale, complexity, voluntary nature, and high levels of local autonomy within the Society.

• Ensuring confidentiality at all times.
• Ensuring a friendly and supportive atmosphere at all times.

Other Information

In addition to the duties and responsibilities listed above, the job holder may be required from time to time to perform other duties as deemed reasonable and necessary by the employer.

The job holder may also be required from time to time to work or attend training or meetings at another location. As much notice as is reasonably practicable will be given of any such requirement or change.

Employees are responsible for notifying their manager in writing of any statutory rest period or break to which they are entitled but were unable to avail of on a particular occasion, and the reason for not availing of such rest period or break, within one week.

Education, Experience, Knowledge and Skills RequiredQualifications

• Minimum Leaving Certificate level.
• Educated to third level in a business-related field or equivalent.

Experience

• Minimum of 3 years in a customer-facing retail environment.
• Experience managing or working with a diverse team.
• Proven experience meeting sales targets.
• Experience working both independently and as part of a team.
• Experience in providing and analysing sales reports.
• Experience in the community or voluntary sector.
• Track record as a successful retail manager with strong store standards and customer service delivery.
• Experience in managing and organising events.

Knowledge

• Commercial awareness.
• Understanding of the Society’s mission and values.
• Awareness of the needs and issues facing disadvantaged individuals.

Skills

• Strong written and verbal communication skills.
• Excellent interpersonal and relationship-building skills across functions.
• Strong organisational abilities.
• Proficiency in IT tools, including Excel, Word, EPOS, and Microsoft 365.
• Positive and resilient mindset.
• Empathy, patience, and a good sense of humour.
• Awareness and understanding of social media.

Personal Attributes

The person must also demonstrate the following personal attributes:

• Honest and trustworthy.
• Respectful.
• Flexible.
• Demonstrates sound work ethics.
• Maintains confidentiality.
• Other.