Whitestone Operations Manager

Job Description

Help the Flagship Retail and Logistics site for St Michael’s Hospice reach its full potential.

This is an exciting time to join the charity as we have recently opened our flagship store, café and Donation Centre in the Whitestone Business Park, near Hereford. This destination site attracting thousands of supporters each week needs a committed, driven and ambitious person to ensure the site reaches its full potential.

Over the coming months this 52,000 square feet site will also house our fleet and logistics operation, distribution and upcycling centre, online trading department and community/training rooms, all under one roof. You will work with dedicated colleagues to ensure all functions within the site run smoothly, operating as one team, both operationally and culturally.

The right person will seek out every opportunity to support the team, so they are fully equipped to deliver the best customer service, maximise income and minimise costs for the benefit of our patient care. Significant experience, knowledge and passion for all areas of charity retail are essential. You will be fully supported and encouraged by the Head of Retail and Director of Income Generation, Marketing and Communications to ensure this site delivers the profitability required to safeguard the hospice’s future.

As an experienced leader, you will have a proven track record of managing diverse teams to deliver high performance, alongside job satisfaction and wellbeing of both staff and volunteers. You will be a relationship builder keen to look for innovative partnerships and will have a passion for waste reduction, recycling and sustainability. A good knowledge of health and safety legislation and facilities management will also be key as you will be responsible for this large site based within 2.5 acres.

Good communication, IT literacy, reporting and analytical skills are essential for this position, alongside an approachable nature with a sense of humour. For this crucial role we are asking for a relevant retail or leadership qualification, demonstrated past success in achieving ambitious budgets to deadlines, and a full driving licence for travel across Herefordshire.

If you’re committed to joining St Michael’s Hospice in this exciting growth phase, which will have a lasting impact across Herefordshire, we’d love to hear from you.

Job Description and Person Specification

Key Responsibilities:

Financial Management:

• Meet income targets (£1.3m in year 1, rising to £1.8m by year 4) and manage annual expenditures (~£800k).
• Regularly review EPOS systems, Gift Aid compliance, and financial performance.
• Collaborate with Finance and Head of Retail to report and analyse monthly performance.

Planning & Development:

• Drive site growth and profitability, working with Area Managers to ensure efficient stock distribution.
• Identify new business opportunities and ensure pricing aligns with retail policy.
• Ensure site activities align with marketing priorities.

People Management:

• Lead, support, and appraise managers, staff, and volunteers.
• Ensure adherence to Hospice policies and procedures, manage staffing resources, and oversee recruitment and training.
• Foster a positive work culture and coordinate team meetings.

Legislative & Quality Compliance:

• Ensure compliance with health and safety, trading standards, GDPR, and environmental health regulations.
• Manage risks, incidents, and customer feedback, and ensure ethical trading practices.

Recycling & Waste Management:

• Oversee recycling operations and implement strategies to reduce waste and landfill usage.

Upcycling & Property Maintenance:

• Lead upcycling projects and collaborate on property maintenance, ensuring safe and cost-effective operations.

Additional Information

How to apply:

For further information and to apply online, please visit our website.