British and Irish Association of Zoos and Aquariums (BIAZA)
Retail Manager
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Northumberland Zoo
North East
Closing date for applications is: 6th Oct 2026
Contact: Linsey Saxon (l.saxon@northumberlandzoo.co.uk)
Sector: Management
Type: Paid
Contract type: Full-time
Salary: £30,717
Northumberland Zoo is an up-and-coming animal attraction in the North East of England. We are an animal welfare and conservation charity and we are looking for like-minded team players to join our ever-expanding team; you must be willing to adopt our Zoo ethos and join our mission in conservation, sustainability and education in Northumberland.
Our Zoo Gift shop is an important source of income to help support our daily husbandry costs and development. The Retail Manager is tasked with assisting with the development of the retail offering, including buying, merchandising & new product development.
This is a hands-on position where the manager is expected to lead by example and work in the shop along with the other team members.
Main Duties
- Managing the day to day running of gift shop and admissions kiosk, ensuring stock is replenished and ensuring the highest standards of merchandising and presentation within retail display areas; whilst also monitoring and minimising wastage, theft and damages.
- Responsibility for training, leading and managing the retail team to ensure an exceptional customer service. Carrying out staff appraisals and performance reviews.
- Using the EPOS system to aid the smooth running of the shop.
- Looking after staffing requirements including scheduling Staff on the Customer Service rota.
- Develop, implement and embed stock control procedures, which are consistent and structured to maintain an accurate stock count and valuation at all times.
- Working with other Managers/Directors to identify potential ranges and products that are ethically sourced, environmentally friendly and sustainable to meet visitor expectations and maximise secondary spend opportunities.
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Job Responsibilities
- Assist with recruitment, training, scheduling and co-ordinating staff, including undertaking Gift Shop team performance reviews throughout the year.
- Responsible for managing the shop inventory; this includes inventory selection, control and loss management.
- Be proficient in the use of EPOS, adding and subtracting stock, including new lines as and when required.
- Ensuring all retail merchandise is clearly priced and labelled; and that all retail promotions, marketing material and admission prices are clearly displayed.
- To ensure that all retail and admissions staff are trained in the use of our EPOS system.
- Analyse and interpret sales and stock data from EPOS and use to optimise income opportunities.
- To ensure that all recording, financial, and administrative activities are carried out, including cash-handling and accounting processes.
- Cashing up and reconciling at the end of the day.
- Understand retail trends and perform regular competitor audits to ensure our offering remains relevant and attractive to our audiences.
- Oversee opening and closing procedures.
- Facilitate relationships between the Zoo and its suppliers/vendors.
- Function as Duty Manager as needed.
- Support the Directors by performing other duties as assigned.
- Support the Directors in the development of a retail strategy and buying policy.
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Skills And Experience
- Self-motivated and passionate individual with at least 2 years proven retail management experience (in a similar role is essential).
- Strong PC and administrative skills to handle our main software packages competently.
- Clear confident and motivational communicator with excellent verbal listening and written communication skills.
- Must be able to handle customer inquiries professionally with the ability to interact with and positively influence others to do the same.
- Able to lead and motivate the retail team to meet Zoo objectives.
- Capable of working independently with little supervision.
- Must be hands on and be able to do any task that is needed to be performed.
Benefits
- Salary £30,717 per annum.
- 40 hours per week across 5 days, includes weekends and bank holidays.
- 28 days holiday (including BHs) rising by 1 day per year to 33 with service.
- 1 additional day off for your birthday.
- Company sick pay package after successful probation.
- Staff discount in our gift shop.
- Nest Pension scheme (statutory contributions).
- Free Zoo entry whilst you are an employee.
- Free Zoo passes each year for family and friends.
- £5 daily food allowance in the zoo cafe.
Apply For This Job
Please send a full and up to date CV along with a covering letter detailing how your retail management experience matches our requirements to
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