Key Responsibilities

• Integrated Visitor Storytelling
  The Retail Manager will connect products to the Cathedral’s history and themes Responsibilities include developing a merchandise strategy linked to visitor experiences, working with internal teams to align products with key moments in the visitor journey, writing engaging product descriptions, sourcing authentic Scottish and Cathedral-related products, co-creating seasonal retail themes, and maintaining high standards of visual presentation.

• Commercial Performance and KPI Delivery
  The Retail Manager will be responsible for financial performance. This includes setting and monitoring sales targets, improving conversion rates, managing product selection based on data, controlling stock and costs, managing budgets, and growing online sales through effective digital strategies.

• Product Development and Partnerships
  The Retail Manager will develop exclusive Cathedral products and build relationships with Scottish suppliers, artists and craftspeople. They will assess new products in collaboration with the Head of Heritage and Culture based on how well they reflect the Cathedral’s story, manage supplier relationships and oversee procurement.

• Visitor Experience Integration
  The Retail Manager will work with other departments to ensure retail is part of the overall visitor experience. They will use visitor data to improve performance, develop offers for different audiences, support events with retail activity, and ensure accessibility and inclusivity.

Person Specification

Essential

• Experience in retail management, ideally in heritage, cultural or visitor attractions.

• Ability to connect retail activity to a wider mission or story.

• Strong financial and commercial management experience.

• Experience in buying and product development.

• Strong visual merchandising skills.

• Excellent communication and leadership skills.

• Experience with retail systems and e-commerce platforms.

• Ability to write engaging product and marketing content.

Desirable

• Experience in a cathedral, museum, gallery or similar setting.

• Knowledge of Scottish heritage or crafts.

• Experience managing online retail.

• Understanding of visitor experience design.

• Knowledge of charity retail practices.

Our Values in Retail

• Welcome: Every visitor should receive a warm and informed welcome.

• Story: Products should carry meaning, and staff should share those stories.

• Quality: Products and service should reflect high standards of craftsmanship.

• Integrity: All operations should be ethical, transparent and sustainable.

• Community: Retail should reflect and serve local, national and global audiences.
  

Performance Framework and KPIs

Commercial Performance

• Annual retail revenue should grow by at least 8 percent year on year.

• Spend per visitor should be at least £2.00.

• Gross margin should be at least 55 percent.

• Conversion rate should be at least 22 percent.

• Online revenue should grow by at least 15 percent year on year on launch.

• Stock accuracy should be at least 98 percent.

• Shrinkage should be no more than 1.5 percent of revenue.

• Operating costs should remain within 3 percent of budget.

Visitor Experience and Storytelling

• Visitor satisfaction should average at least 4.5 out of 5 on evaluation.

• At least 80 percent of products should include storytelling content.

• At least 40 percent of products should come from Scottish or heritage suppliers.

• All cross-team projects should be delivered on schedule.

• At least two new exclusive products should be launched each year.

Team Performance

• Staff turnover should be no more than 15 percent annually.

• All staff should complete training within four weeks.

• Staff satisfaction should be at least 80 percent positive.

To apply please email your CV and a cover letter to Sarah O’Connor, Head of Heritage & Culture, by end of day on Friday 29th May.

sarah.oconnor@stgilescathedral.org.uk