Shop Manager

The Hepworth Wakefield

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The Hepworth Wakefield’s retail offer provides vital income to The Hepworth Wakefield, ensuring the gallery’s continued viability and sustainability. We are seeking a Shop Manager to lead our dynamic and energetic retail team, and to manage the day to day running of the gallery retail operations. With relevant experience of managing or supervising a customer facing, sales driven team, preferably in a busy visitor attraction, you will need to take a positive ‘hands on’ approach while meeting sales targets, ensuring a viable and profitable offer is in place.

The Shop Manager will successfully manage The Hepworth Wakefield retail operations; on and off site, pop up retail locations, ecommerce and wholesale to meet and exceed sales targets ensuring a viable and profitable offer is in place.

They will implement and oversee all related operational procedures ensuring an efficient and compliant operation. The post holder will take a positive ‘hands on’ approach, undertaking regular working on the shop floor, leading and motivating the retail team to drive sales and deliver an excellent customer service.

In addition, they will work closely with the Retail Development Manager to implement buying, merchandising and sales strategies while maximising profitiability and maintaining brand alignment.



  • Plan, monitor and deliver against all delegated budgets and financial targets.

  • Report weekly and monthly on financial and KPI figures to the wider Business & Operations team.

  • Ensure effective stock control to optimize stock holding and re-orders to appropriate levels.

  • Lead on annual stocktake operations and work alongside the Finance team to reconcile all monthly and annual financial records.

  • Deliver ecommerce operations, ensuring that excellent customer service is provided for customers and all financial targets are met.

  • Ensure limited editions are displayed, stored and delivered efficiently and in line with the gallery’s art handling procedures, while providing exceptional customer service for buyers.

  • Ensure that all retail spaces are presented to the highest possible standards at all times and the visual merchandising standards are met.

  • Produce eye-catching point of sale that entices purchases and is aligned with the gallery brand identity.

  • Ensure that health and safety procedures are adhered to at all times. Be pro-active in dealing with issues as they arise or reporting concerns immediately to the relevant person.


  • Provide effective management of the Retail team, ensuring that excellent customer service standards are delivered at all times and all financial targets are met.

  • Ensure effective communication across the retail team through daily briefings, regular team meetings, training days and other forms of communication.

  • Produce staff rotas as required ensuring staffing levels meet operational and budgetary requirements.

  • Recruit and develop enthusiastic and committed staff in order to achieve team objectives.

  • Collaborate with other teams and the café operator to ensure the gallery offers a profitable, multi-site retail offer.

  • Actively drive sales activity across the gallery by cross-selling the gallery offer, including the promotion of tickets, tours and events

  • Actively promote THW membership and donations scheme, setting clear targets for the sales team and ensuring that they receive appropriate training.

  • Undertake any other duties as reasonably required by the Retail Development Manager.

  • Work closely with the Visitor Experience Manager to ensure visitor experience standards are met.


Carry out all duties in accordance with our Equal Opportunities, Access, Employment and Health and Safety Policies.



E = Essential, D = Desirable


Experience of managing or supervising a customer facing, sales driven team, ideally in a busy visitor attraction in the museum, heritage or visual arts sector E

Leadership skills including coaching, team development, motivation, and communication E

Experience of delivering a successful ecommerce operation D

Experience of operating EPOS systems and electronic payment technology in a live retail environment D


Highly diplomatic, able to achieve satisfactory outcomes when resolving problems and crises E

Strong written and verbal communication skills E

Highly numerate with excellent IT skills (MS Office), able to monitor and report on KPI’s and analyse data to continiously develop the retail offer E

Confident, enthusiastic, efficient and results-driven E

Able to work well under pressure E


Knowledge of retail best practice including customer care, selling and merchandising skills, stock management and effective space management E

Knowledge of all relevant Health and Safety, compliance, fire, security and emergency procedures in a visitor attraction E

Interest in and knowledge of the visual arts and understanding of the aims and objectives of The Hepworth Wakefield E


  • This is a permanent position.

  • Full-time. 37 hours per week, 5 days over 7 with 2 weekend days per month and occasional evening working.

  • The salary offered for this position is £22,000 per annum.

  • There will be an occasional requirement to work additional hours for which time off in lieu may be requested.

  • Probationary period of 6 months.

  • Notice period 1 week during the probationary period.

  • 25 days paid leave per annum increasing a day a year to a maximum of 28 days. The leave year runs from 1 April to 31 March.

  • Eligible new employees will be auto-erolled into Group Pension Plan run by Royal London, including an employer contribution of up to 6%

  • The place of work is The Hepworth Wakefield, Gallery Walk, Wakefield, WF1 5AW.

  • Employee Assistance Programme.

  • Discounts in the shop and café.

How to Apply

For informal enquiries, please contact Rosie Ripley, Retail Development Manager on 01924 247 375.

Deadline for applications is 9am on Tuesday 14 January 2020

Interviews will take place on Tuesday 21 January 2020

Posted on December 20