Shop Manager – Richmond Kids

FARA has been dedicated to supporting disadvantaged children and young people in Romania for over 30 years through our network of 39 charity shops. We are currently seeking a Charity Shop Manager Richmond Kids to take the reins and ensure the smooth and efficient operation of our charity shop. This shop is a vital fundraising outlet for our cause, and we need someone who will lead by example, inspire a motivated team, and drive income to support our mission.

We are a passionate and dedicated charity, striving to make a meaningful impact in our community.

The Role:
As a Charity Shop Manager, you will have full ownership of the shop’s day-to-day operations. You will be responsible for leading a team of staff and volunteers, delivering exceptional customer service, and ensuring that sales targets and charity objectives are met. You will work closely with the Area Manager to implement strategies, maintain operational excellence, and create a positive, team-oriented environment.

Key Responsibilities:

Leadership, Ownership & Team Management

• Take full ownership of the shop’s performance, driving sales and achieving charity objectives.
• Lead and inspire a team of staff and volunteers to deliver excellent customer service and a positive shopping experience.
• Lead by example, setting high standards for professionalism, enthusiasm, and commitment.
• Manage and motivate your team, offering support and direction while being adaptable to meet the needs of the shop and staff.
• Be resourceful in overcoming difficulties and addressing challenges, ensuring the team stays focused and resilient during busy or tough times.
• Provide regular support, training, and development opportunities to ensure all staff and volunteers understand their roles and responsibilities.
• Foster a positive and inclusive team culture, encouraging collaboration and shared ownership of success.

Guidance & Support from the Area Manager

• Work closely with the Area Manager to implement strategies that drive sales and enhance shop performance.
• Engage proactively with the Area Manager for guidance, discussing challenges, opportunities, and best practices.
• Ensure adherence to charity policies, procedures, and retail standards.
• Participate in area meetings and training to stay aligned with charity goals and expectations.

Customer Service & Communication

• Ensure all customers, donors, and visitors receive a warm welcome and outstanding service.
• Promote a customer-focused culture where the team engages positively with the public.
• Handle customer queries and complaints professionally and efficiently, ensuring a positive shopping experience.
• Build strong relationships within the local community to encourage donations and repeat customers.

Retail & Income Generation

• Drive sales and maximise income to support the charity’s work, ensuring revenue targets are met.
• Keep the shop well-stocked, visually appealing, and organised to attract customers and increase sales.
• Implement effective pricing and merchandising strategies to optimise profitability.
• Monitor sales performance and proactively address challenges and opportunities.

Operational Management

• Take full accountability for the shop’s day-to-day running, ensuring compliance with health and safety, security, and retail best practices.
• Manage stock donations efficiently, ensuring they are sorted, priced, and displayed effectively.
• Maintain accurate financial records, including cash handling and banking procedures.
• Ensure compliance with charity retail legislation, organisational policies, and ethical retail standards.

The Candidate:

Essential Skills & Experience

• Retail Management Experience: Proven experience in retail management, ideally within a charity or second-hand retail setting. Experience in roles such as teaching, childcare, or working with children is also valued.
• Leadership Skills: Strong leadership abilities, with a track record of taking ownership, making decisions, and driving the success of a team.
• Customer Service Expertise: Excellent communication and customer service skills, with a friendly, approachable, and professional manner.
• Teamwork & Motivation: Ability to work collaboratively while being proactive and self-motivated to meet targets and overcome challenges.
• Hardworking & Adaptable: A hardworking attitude with the ability to adapt to changing situations, manage challenges, and remain flexible in the face of difficulties.
• Organisation & Time Management: Strong organisational skills with the ability to multitask and prioritise in a fast-paced environment.
• Commercial Awareness: An understanding of how to increase sales and donations, with a keen eye for opportunities.
• Trust, Honesty, and Integrity: A commitment to open communication, ethical practices, and fostering an environment of trust and honesty within the team.
• Able to assist the team with and contributing to all shop duties e.g. lifting/ handling of loads/crates/sacks.

Desirable Skills & Experience

• Charity Retail Knowledge: Previous experience working in a charity shop or second-hand retail environment is a plus.
• Gift Aid Knowledge: Familiarity with Gift Aid and charity retail regulations.
• Merchandising Skills: A good eye for visual merchandising to create engaging and attractive shop displays.

Working Hours & Conditions

• Location: FARA Richmond Kids, TW1 2EB
• Shop Opening Hours: 09:30 – 17:30
• 8-hour shifts with a 30-minute paid break
• 5 days per week rota (Tuesday – Saturday)

What We Offer

• Employee Assistance Program
• Comprehensive sick pay (subject to conditions)
• 28 days annual leave, inclusive of bank and public holidays
• Employee discount subject to conditions
• Birthday day off after two years
• Enhanced sick pay subject to conditions

How to Apply
If you are passionate about working in a charity retail environment and making a difference, we’d love to hear from you!

Join us at FARA Richmond Kids and be part of something special!