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Location: Tooting
Contract: Full Time (36.25 hours)
Salary: Competitive depending on experience
Position: Store Leader
Employer: Traid
Reporting to: Head of Retail
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NEW STORE LEADER: We’re seeking an inspiring, purpose-driven retail leader who can create energy on the shop floor, build a welcoming and inclusive customer experience, and champion sustainable fashion in the local community. From shaping team culture to driving commercial success, this is your chance to make a real impact and lead a brand-new store from day one. As Store Leader at our brand-new Tooting location, you’ll be at the forefront of an exciting new chapter for Traid.
The Role
You will take full ownership of the store’s commercial and operational performance, ensuring strong results across sales, donations, Gift Aid and cost control, while maintaining the highest standards of presentation, compliance and customer care.
Through thoughtful planning, prioritisation and problem-solving, you will ensure the store operates seamlessly from back of house to shop floor. At the heart of the role is people leadership. You will inspire, develop and support a diverse team of paid staff and volunteers, creating a positive culture where individuals feel valued, confident and motivated to perform at their best.
By leading with empathy, consistency and clarity, you will build a team that delivers results while staying true to Traid’s values. You will act as a brand ambassador for Traid within your local community, building strong relationships with donors, customers and stakeholders to drive footfall, donations and engagement.
Through collaboration with internal teams and a commitment to continuous improvement, you will adapt and evolve your store to meet changing business needs while keeping purpose, sustainability and people at the centre of everything you do.
Key Accountabilities
- Commercial and operational leadership of the store
- Sales, donation and Gift Aid performance delivery
- Stock flow, space management and visual merchandising standards
- Customer experience and brand representation
- People leadership, coaching and volunteer development
- Recruitment, training and performance management
- Community engagement and donor relationship building
- Health & safety, safeguarding and policy compliance
- Store administration, cash handling and reporting accuracy
- Stakeholder collaboration and internal communication
- Promotion of Traid’s values, mission and sustainable fashion purpose
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Commercial & Operational Leadership
- Take full ownership of store performance, driving KPIs including sales, conversion, donation volumes, Gift Aid participation and cost control
- Plan and lead day-to-day store operations, ensuring effective stock flow from donation intake through to shop floor presentation
- Deliver strong operational planning to ensure the store is organised, safe and trading efficiently at all times
- Oversee all store administration including tills, cash handling, rotas and reporting, ensuring accuracy and compliance
- Drive continuous improvement in operational processes to maximise efficiency and performance
- Ensure full compliance with charity retail procedures including health & safety, safeguarding, data protection and security standards
- Maintain a well-organised back of house and stock areas to support smooth trading and donation processing
People Leadership & Development
- Lead, coach and inspire a diverse team of paid staff and volunteers, creating a positive and inclusive culture
- Be the first point of contact for your team, confidently supporting them through day-to-day challenges and operational priorities
- Deliver regular one-to-ones, performance reviews and coaching conversations to support development and engagement
- Recruit, train and onboard volunteers, ensuring they feel welcomed, supported and confident in their role
- Lead by example in line with Traid’s values, setting clear expectations and demonstrating professionalism at all times
- Manage HR processes fairly and consistently, handling sensitive situations with empathy, confidentiality and integrity
- Work closely with the Head of Retail and support teams to ensure your team receives the right guidance, training and resources
- Champion continuous learning and development, recognising strengths and supporting progression
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Customer Experience & Store Standards
- Create a welcoming and inclusive store environment where every customer feels valued
- Deliver engaging second-hand fashion experiences through strong storytelling, service and visual presentation
- Maintain exceptional shop floor standards including cleanliness, layout, replenishment and impactful merchandising
- Ensure the store consistently reflects Traid’s mission, values and sustainable fashion identity
- Lead the team to deliver excellent customer service through coaching in the moment and clear feedback
- Promote a strong donation culture in-store, encouraging customers to support Traid’s cause
Community & Stakeholder Engagement
- Act as a brand ambassador for Traid within the local community
- Build strong relationships with donors, customers and community partners to drive footfall and donation volumes
- Collaborate effectively with internal stakeholders including Area Managers, Retail Support and Warehouse teams
- Communicate clearly and confidently across multiple priorities and departments
- Support and deliver wider charity initiatives and campaigns, driving engagement through your store team
- Represent Traid positively at all times, ensuring the charity’s purpose and impact are clearly communicated
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