Retail Support Manager 

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 

• Provide direct management cover for stores during absences 

• 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
•  

People & Leadership 

• 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 

Desirable: 

• 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.

Please click on the apply button to download an application form and we would appreciate if you could also complete an Equality and Diversity Monitoring Form and email these to jobs@sfh.org.uk.