Retail Manager - Job Description

Job title: Salary:

Retail Manager Yourshop Starting salary of 23,500 with a potential increase to 25,000 following a 6 month business review

Background Information: The Students Union at the University of York (YUSU) is a democratic organisation representing the interests of all the students at the University. It is run by student elected officers working with a permanent staff team to provide numerous services including representation, development opportunities, entertainments and welfare support. It funds many societies and clubs, together with York Sport, Student Action projects, RAG and the Junior Common Rooms (the social and welfare groups in each of the eight colleges). Responsible to: Responsible for: Strategic relationships: YUSU Commercial Services Operations Manager All retail operations of Yorkshop Student Officers, suppliers, managers and staff of NUSSL, University Estates Department, University Commercial Services Department, local Licensing Authorities, local residents, University Safety Office, University Security, Environmental Health Officers, Police and Fire Brigade staff. 40 hours per week annualised, plus additional hours as necessary. The Retail Manager will drive forward their area in line with priorities set by the YUSU Commercial Services Ops manager and the wider strategic plans of YUSU. The post-holder will ensure and create a culture of excellent customer service and ensure that all health and safety, licensing and other legislations are adhered to. A hands-on approach is expected to drive and direct the whole shop operation by working closely with the YUSU Commercial Ops Manager and the rest of the Students Union. Authority and direction is delegated from the CEO via the Ops Manager.

Hours of work: Purpose of the post:

Professional Development: YUSU considers regular and ongoing training as essential to job satisfaction and career development. It is expected that the postholder will be offered the opportunity to participate in training that is
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relevant to his/her duties and the post-holder will be expected to undertake such training as may be reasonably practicable. Hours of Work: Hours are annualised and variable depending on the need of the business. The venue operates 7 days a week with late night event taking place regularly. A flexible approach to hours of work and working patterns is required. Evening work and weekend work will be expected in order to meet the needs of the service and a flexible working scheme will apply. No enhanced payments for unsocial hours or overtime will be made.

Duties and Responsibilities: Key responsibilities To be responsible for day-to-day commercial operations in the Shop and its online activities. To drive the performance and development of Yourshop to increase turnover and profitability. To ensure that these results are delivered through exceptional customer service to YUSUs diverse membership with class leading ethical and business practices. To provide leadership and direction in the development and implementation of the Students Unions strategic plan and objectives within its commercial operations. To work effectively with people, developing productive relationships with colleagues and stakeholders. To report on all aspects of the performance of the operation on a regular basis. To be responsible for legal compliance. To target improvements in service level delivery; and to liaise with suppliers on a day-today basis to ensure our commitments to suppliers are delivered. Members and customers To deliver a customer service-focused culture across the Retail To listen to and communicate effectively with all our members and customers. To ensure that all services and retail events are relevant to YUSUs membership and to deliver services that are easy to access for all customers. Staff Development To recruit the right people with the right behaviours into the right jobs and to ensure that they are given access to the right training from induction through to any specialist training required to do the job better. To recruit, guide, train and motivate people, managing their performance and delivering a culture of development and progression. To ensure that all staff know, understand and live the Students Unions values through leading by example. To support a culture of recognition of people who deliver. To work effectively with people, developing productive relationships with colleagues and stakeholders, managing the work of staff and supporting the development of staff and to ensure that personal knowledge and skills are updated to ensure effectiveness in meeting work objectives.

Customer Care To lead the YUSU Commercial Services team in creating a culture of excellence in customer service, ensuring that customers expectations are exceeded whenever possible. To ensure that all outlets are clean and tidy and that maintenance needs are reported immediately and rectified promptly. To ensure that all staff and contractors treat customers in a friendly and polite manner and do everything in their power to exceed customers expectations. To deal with customer feedback, whether positive or negative, in a courteous, efficient and timely manner. To ensure all staff receive the appropriate training on a regular basis. Business Development To develop marketing plans to ensure that Yourshop has effective promotional and pricing strategies and the right product range to meet customer needs. To develop, with the marketing team, a communications plans in order to ensure that the YUSU members are aware of and attracted to Yourshop. To ensure that the retail team is customer focused and responsive to customer demand, by commissioning an annual programme of market research and developing action plans in response to such research. To monitor new developments within the retail sector and student market and make recommendations for new concepts and ventures, as appropriate. Additional Duties To contribute and assist in the Unions planning processes and the review of its performance and systems. Contribute to the positive and professional image of the Union and not act in such a manner as to bring the Union into disrepute. To observe and uphold the requirements of the Union Constitution and act at all times in accordance with policies including equality of opportunity. To undertake your own typing, filing, photocopying etc. Undertake any other duties appropriate for the grade and responsibilities of the post that may from time to time be reasonably requested. A condition of employment is that all staff are expected to assist in key events throughout the year e.g. Freshers and welcome festivals and any other key event, including elections, if necessary. Staff are expected to portray a positive image, both internally and externally of the Students Union by displaying high standards of service, integrity, punctuality, politeness and professionalism. Where you are required to work with volunteers you must support and manage.

Retail Manager Person Specification

CRITERIA QUALIFICATIONS Good general education, typically to the Higher/A level equivalent. University/College Degree. EXPERIENCE One years relevant experience. Experience of working to deadlines. Demonstrable experience of working effectively on own initiative. Administration experience, including initiating and maintaining complex filing systems. Experience of training volunteers. Experience of managing small teams of staff. KNOWLEDGE Demonstrable understanding of Students Unions or other democratic organisations. ATTRIBUTES AND SKILLS The ability to work effectively in a team. Self-starter with can do attitude. An eye for detail plus the ability to produce accurate work when under pressure. Calm disposition especially under pressure. The ability to create and maintain strong working relationships. The ability to correspond with third parties on a day-to-day basis. Excellent communication skills (written and oral) and the ability to explain detailed information to others. Self-motivation and self-reliance. IT competent with a working understanding of Microsoft Office. VALUES AND ETHICS Desire to work within a democratic, student-led environment. Understanding and commitment to equal opportunities. Desire to work within organisation servicing a culturally diverse membership. Committed, positive, outgoing and approachable with a can do attitude. Demonstrably high standards of personal integrity. A willingness to work beyond traditional office hours. Requirement Essential Desirable Essential Essential Essential Desirable Desirable Essential Essential Essential Essential Essential Essential Essential Essential Desirable Desirable Desirable Essential Essential Essential Essential Essential Essential Application Interview

May 2012
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