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Contract: Permanent, full time (35 hours Monday-Friday)

Location: Flexible with regular travel to various locations across the charity’s retail estate and at least one day per week at our Hartlebury office.

Closing date: Sunday 17th August 2025

With a strong and growing retail estate and a mission that puts people and pets at the heart of everything we do, we’re seeking an experienced Retail Operations Manager to help us drive performance and impact across our network of shops.

In 2024 we achieved record retail income, and in 2025 were shortlisted for Outstanding Retail Charity of the Year by the Charity Retail Association. Join us and play a key role in the next phase of our journey.

More about the role

As Retail Operations Manager, you will lead the operational success and future development of our charity retail portfolio. You’ll support and coach a team of Area Managers and oversee the performance of our retail estate, ensuring consistently high standards and income generation.

You’ll be responsible for day-to-day retail operations including performance improvement, compliance, and customer experience, as well as leading on store openings, refits and strategic development projects in partnership with our Head of Fundraising and Retail.

With a focus on gross and net income, you’ll use KPIs and performance data to shape decision-making, ensure accountability, and drive forward improvements. You’ll also support the wider directorate with innovation projects, including sustainability, ecommerce, and community-based models like Hospice Lite.

This is a mobile role with regular travel (approx. 10,000–12,000 miles/year), supported by a hybrid company vehicle in line with our environmental goals. You will also be expected to spend at least one day per week at our Hartlebury office.

About you

You’ll bring experience leading multi-site retail operations – ideally in a values-led or charity setting – with a clear track record of delivering growth, profitability, and positive team culture. You’ll be a commercially-minded, emotionally intelligent leader with excellent communication skills and a collaborative approach.

You’re confident working with data, budgets and performance indicators and can translate insight into practical action. Most importantly, you’ll be passionate about retail’s potential to make a difference – for pets, people and communities.

Essential qualifications, skills, and experience

• Substantial experience in managing multi-site retail operations, ideally in the charity or value-led commercial sector.
• Strong people management experience, with a focus on performance, development and wellbeing.
• Demonstrated ability to interpret data and KPIs to make informed decisions and implement actions.
• Proven budget management and cost control experience.
• Successful track record in new shop openings and/or retail business transformation.
• Experience of working with volunteers or diverse community teams.

• Charity retail experience, with understanding of Gift Aid, donated stock models, and supporter engagement.
• Experience working with warehousing, logistics, and supply chain operations.
• Knowledge of e-commerce or omni-channel retail.
• Experience in managing visual merchandising or in-store customer experience strategies.
• Confident presenting to senior stakeholders and larger teams.

Click the apply button below and complete the online application process before the closing date. We reserve the right to close this vacancy early should we receive an overwhelming response.

Our people are the most important part of delivering our purpose. If it were not for their amazing efforts and commitment, we would not be able to make the difference that we do today.

In return, Blue Cross wants to ensure we provide you with the best working environment we can. We want you to be happy working for us and will do everything we can to make sure you are.

• Full time equivalent of 38 days holiday rising to 43 with service (including Bank Holidays)
• Programmes for physical and mental wellbeing support
• Free access to GP via MetLife- 24/7 GP services, private prescriptions and more for you and your family
• Free physiotherapy advice and face to face intervention
• Health cash plan
• Unlimited access to an employee assistance programme
• Pension scheme with enhanced employer contribution
• Professional fees paid with Continuing Professional Development and personal development support.
• Life assurance
• Enhanced family friendly policies
• Charity worker discounts across a variety of retailers

If you’d like to learn more about Blue Cross, our mission, and the work we do to support animals and people, take a look at our About Us page