Retail Sales & Operations Manager

Overview 

Wiltshire Farm Foods exists to serve and “make a real difference” to our customers.  We aim to provide great food with superb personal service, where every contact brings a little sunshine to our customers lives.   

This position is 37.5 hours per week working any 5 in 6 days.

Together, we work intently every day, to ensure that we exceed the expectations of our customers at every opportunity.  To our older customers we know that our friendship as well as our food, is important to them.  

We are committed to understanding our customers, listening to their voice, and continuously finding ways to make our service even better. We have a continuous programme of initiatives and innovations, with a relentless focus on product quality. We strive to make every meal, the perfect meal, delivered from our home in Wiltshire via our local teams directly to the customer. 

Our team are proud to work at Wiltshire Farm Foods and make a real difference to the customers we are privileged to serve. We are deeply proud of what we do, we are never complacent and never happy with the status quo. We are positively self-critical and always looking for opportunities to improve.  

We have a unique opportunity. We allow our customers to stay independent and at home, where they want to be.  

The Role and the Team 

We are looking for an exceptional Retail Sales and Operations Manager who will be responsible for the leadership of our team in Great Dunmow.  The successful candidate will be a self-starter with a can-do attitude and have a proactive, positive outlook. 

They will have an exceptional passion for delivering customer service and will be able to demonstrate this passion for delivering WFF’s unique ‘good fashioned service’ ethic.  They will want to make a real difference to our customers lives.  

The Retail Sales and Operations Manager will take ownership of their territory and view it as their ‘own business’. They will strive to produce outstanding results through embracing national support provided whilst owning and enhancing local relationships with customers and within the local community in which they operate. 

The successful candidate will have 4 clear responsibilities that they will be expected to deliver exceptional results against. These are depicted within in the Wiltshire Farm Foods triangle of success:  

 Happy Teams - Good Old-Fashioned Service 

As a leader within WFF, your number 1 responsibility is to lead by example, support and enable your frontline team: 

• Empowering and enabling them to do whatever it takes to delight the customer and deliver brilliant, good old-fashioned service 
• Developing and supporting the team to talk about our food passionately and knowledgeably 
• Creating an environment where your team respects and supports each other. Providing them with an opportunity to always strive to do their best - for our customers - and for their colleagues
• Creating a culture that prioritises the health and safety of your team members, above all else.

Costs of Local Distribution (COLD) 

Delivering the agreed target for the Cost of Local Distribution within the local depot:  

• Relentlessly focusing on labour, vehicle, depot and local marketing costs as principal levers
• Reviewing performance of each monthly with the Regional Manager
• Ensuring all necessary actions agreed are executed to ensure that the depot remain on target.

Growing Sales 

You will subscribe to the belief that whilst we will manage data nationally, the customer relationship will be managed locally by you and your team. Agreed sales performance targets to be delivered through your team by:  

• Implementing all national campaign activities for new and existing customers 
• Ensuring all CRM activities are executed 
• Implementing local growth initiative to deliver targets agreed (sheltered housing, CSA training etc.)

Community Engagement  

Ensure that you and your team are engaged and immersed within the local community, providing a means for further local sales growth to include: 

• Appropriate community organisations 
• Local Hospitals 
• Healthcare Professionals - individuals and groups

Essential Experience, Skills, and Abilities: 

• Establishes exceptional relationships with customers 
• Demonstrable experience of delivering sales and profitability targets, a natural affinity for setting high standards with a relentless focus on providing the best service
• Experience of leading a team of people, creating culture of engagement, and developing a team to achieve their true potential with a willingness to be ‘hands on’ in supporting the day-to-day operation
• Ability to interpret data to determine the key levers to ensure success.

Desirable Experience, Skills, and Abilities: 

• Retail, care, hospitality, or own business experience
• Experience of implementing and compliance with Health & Safety processes
• Experience of managing employee consultation and implementing change initiatives. 

Qualifications 

• GCSE or equivalent Maths and English
• Full clean UK driving licence
   

Wiltshire Farm Foods is an ethical and sustainable organisation, we’re proud to pay all our staff no less than the Real Living Wage, plus you will have the opportunity to participate in a discretionary bonus scheme.  We also offer an attractive benefits package including 33 days holiday (inclusive of bank holidays) and a pension.