Retail Operations & Fulfilment Manager

The post holder is responsible for leading and managing the Retail Operations Team to deliver excellent customer service. You will drive sales targets and carry responsibility for adhering to operational policies and procedures, audit compliance, health and safety standards, and stock control. You will also lead on building a strong team atmosphere by involving and supporting others, sharing information and best practice, injecting enthusiasm, and promoting a harmonious and inclusive environment.
The role will involve the direct line management of three Retail Operations Supervisors and oversight of the entire operational team. This will include recruitment, training, and performance management. The role includes duty management shifts (including evenings and weekends) and responsibility for both in-person and digital operations., Some of the responsibilities for this role include:
+ Actively drive sales and encourage a target-orientated culture that focuses on ATV (average transaction value), profit margin and conversion. Proactively identify and recommend interventions or concepts to the Retail Senior Management team to improve sales performance. Analyse profit, loss and other information to make informed decisions and/or recommendations within the Retail Services Senior Management Team.
+ Analyse retail operations data to make informed decisions and/or make recommendations to the Retail Services Management Team, with the ability to write low-level business cases and report papers.
+ Work together with the Retail Merchandising Manager to set targets and maintain appropriate stock levels in all areas. Ensure security and shrinkage are effectively managed via weekly and bi-annual stock counts and other stock control measures.
+ Proactively lead and oversee the maintenance and improvement of systems and processes to ensure the smooth functioning of the operation, scanning for risks, ensuring mitigating action is taken and tracked on the risk register., Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.
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Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

+ Proven experience of financial management and KPI monitoring with the ability to clearly set and communicate sales targets to maximise profit in line with the retail strategy and budgets. Fully competent in retail policies and procedures including stock management, online fulfilment, security, and cash handling processes.
+ Ability to demonstrate commitment to outstanding customer service, with a strong track record of delivering an exceptional retail experience to a diverse customer base. Experience training others in service and sales skills to the highest of standards.
+ Excellent interpersonal skills with the ability to develop strong, positive relationships and build credibility quickly; experience of successfully working with a range of internal and external stakeholders at all levels and managing multiple stakeholder priorities.
+ Experience of leading and developing a diverse team of customer-facing staff to deliver an outstanding retail experience, both face to face and digitally, inspiring, and motivating team members to collectively deliver against KPIs, offering clear, creative and strategic direction as needed, while upholding principles of diversity and inclusion.

Alongside your salary of £41,340, House of Commons contributes £11,976 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
+ Learning and development tailored to your role
+ An environment with flexible working options
+ A culture encouraging inclusion and diversity
+ A Civil Service pension with an employer contribution of 28.97%