Shop Manager

Purpose of the Role

The Shop Manager of the St Vincent de Paul Charity Shop is responsible for maximizing sales, productivity, revenue, and customer satisfaction by efficiently managing the shop in line with SVP’s retail standards, policies, and ethos. They lead and develop a team including volunteers, CE staff, TUS participants, and paid employees, ensuring high standards and business growth. The role includes full ownership of the shop’s operations, compliance with legislation and health and safety, and delivering excellent customer service that reflects the Society's values.

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, when actions may place stakeholders such as children, vulnerable adults, scheme participants, volunteers, or the Society's reputation at risk, or when decisions could substantially impact the workload of others.

The role holder will be responsible for:

• Implement effective stock resourcing to meet customer demands

• Develop and maintain strong relationships with the shop team

• Participate in SVP retail initiatives

• Review daily operations to align with SVP guidelines (customer care, retail standards, H&S, financial control)

• Recommend improvements in practices and staffing

• Source new product opportunities and encourage recycling

• Continuously evaluate shop performance using the Vincent’s Retail checklist

• Maximise financial contribution through like-for-like growth

• Work collaboratively with all shop personnel to achieve sales targets

• Achieve financial objectives with focus on cost controls (e.g., utilities)

• Deliver annual growth based on set thresholds and stretch goals

• Submit monthly performance and compliance reports to the Regional Retail Manager

• Attend required regional and national meetings/training

• Keep management informed of shop operations, risks, and compliance matters

• Foster a “sales through service” culture:

  • Attract new customers, retain existing ones, and increase in-store activity

  • Establish and promote customer interaction standards

  • Use loyalty/thank you cards and customer feedback tools (surveys, focus groups)

  • Ensure full product/service accessibility during opening hours

• Address customer complaints:

  • Resolve and log complaints promptly

  • Record complaint resolution data monthly

  • Escalate serious issues when needed

• Recruit and retain volunteers:

  • Use multiple recruitment channels (storefront, online, volunteer centres)

  • Work with National Volunteer Coordinator for recruitment events

  • Follow induction processes for new volunteers

• Motivate and develop staff and volunteers:

  • Foster a safe, inclusive, and respectful environment

  • Provide appropriate training and feedback

  • Set clear, measurable objectives

  • Encourage professional growth and two-way communication

  • Share updates via team briefs, meetings, and noticeboards

  • Maintain relationships with supervisors and partner organisations

• Ensure team compliance with SVP policies (financial, staff purchases, etc.)

• Promote and monitor best practice in Health & Safety:

  • Weekly risk assessments

  • Fire drills and training records

• Maintain strong cash and stock controls:

  • Address and report non-compliance quickly

  • Ensure staff coverage to avoid lone working

• Continually reassess operational risks considering:

  • Economic/legal changes, new technology, restructures, and procedures

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

• Ensuring confidentiality at all times

• Ensuring a friendly and supportive atmosphere at all times

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/meetings at another location. As much notice as is reasonably practicable will be given of any such requirement/change.

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

Essential:

• Minimum Leaving Certificate

• 3+ years in a customer-facing retail role

• Experience in team management and working towards sales targets

• Independent and team-based work experience

• Proficiency in sales reporting

Desirable:

• Experience in community/voluntary sector

• Background as a retail manager with a track record of excellence

• Event management experience

Essential:

• Excellent communication and interpersonal skills

• Strong organizational and IT skills (Excel, Word, EPOS, Microsoft 365)

• Positive, resilient attitude with empathy and patience

• Ability to build strong cross-functional relationships

Desirable:

• Social media awareness and basic marketing understanding

• Be honest and trustworthy

• Be respectful

• Be flexible

• Demonstrate sound work ethics

• Confidentiality

• Other