AGENDA FOR CHANGE
St. Andrews’s Hospice
JOB DESCRIPTION
|JOB IDENTIFICATION |
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|Job Title: Digital Marketing & E-commerce Officer |
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|Reports to: Retail Manager |
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|Directorate: Fundraising Department |
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|No of Job Holders: 1 |
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|2. JOB PURPOSE |
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|St Andrews Hospice operates a network of 14 charity shops with North and South Lanarkshire. The Hospice is seeking to grow its income by selling |
|more products online and has established this new post to increase sales through e-commerce platforms including e-Bay and a new retail section on |
|the Hospice website |
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|The Digital Marketing & E-commerce Officer will lead the e-commerce and mail order project and implement a profitable income stream for St Andrew’s |
|Hospice. They will deliver sustainable growth through all online activity & all mail order & click and collect sales in liaison with the stores and |
|main warehouse. |
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|The e-commerce officer will meet commercial objectives in everything from sales targets to item sourcing from all stores, using web analytics, |
|driving service levels, carrying out sales & stock analysis ensuring customer choice and availability. |
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|The post will be located in our warehouse and the post holder will cover for the Warehouse Manager during periods of absence such as annual leave |
|3. DIMENSIONS |
| St. Andrew’s Hospice provides specialist palliative care services to the people of Lanarkshire. It is a specialist resource for those individuals|
|receiving palliative care, who have particularly complex needs that cannot be fully met in their usual place of care. We strive to meet physical,|
|emotional, social and spiritual needs providing the highest standard of patient centred care possible while ensuring choice, dignity, self esteem |
|and an enhanced quality of life. We engage with family and friends offering them support and bereavement counselling. |
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|The Hospice is a Company limited by guarantee and a registered charity and is required by separate and differing legislation to meet finance |
|governance and regulatory requirements. |
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|The Appeals/Fundraising Directorate provides support to the Chief Executive and Board of Trustees. |
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|Total of 200 staff plus 600+ volunteers. |
|The hospice has a 32 bedded in-patient unit, day hospice, bereavement service, education department, fundraising, retail and support services. |
|The hospice also has 16 shops throughout towns in North and South Lanarkshire. |
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|4. ORGANISATIONAL POSITION |
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|5. ROLE OF DEPARTMENT |
|To achieve strong sustained net income growth in order to enable the Hospice to meet its operational and strategic aims. |
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|To communicate the value of the Hospice both locally and nationally to raise brand awareness and promote services as a leading provider of specialist |
|palliative care. |
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|To at all times promote every area of the fundraising department. |
|To encourage existing and potential supporters to participate in all fundraising events/treks/campaigns whilst constantly trying to target and identify a |
|variety of additional fundraising activities. |
|To engage with all current supporters and establish new supporter relationships and maintain this contact to benefit fundraising at St Andrew’s Hospice. |
|To professionally represent St Andrew’s Hospice and at all times provide excellent donor care and customer service to all supporters/event participants |
|(this includes face to face interaction, contact by telephone, email, letter and all other communication mediums). |
|To engage with members of the public and encourage individuals and groups to provide voluntary support as required. |
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|To establish and maintain relationships to benefit the fundraising department and any fundraising promotional initiatives. |
|6. MAIN TASKS, DUTIES AND RESPONSIBILITIES |
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|to monitor sales figures and analyse how on line activity can be improved to affect revenue |
|manage all stages of the marketing and initial plans to the analysis of results |
|manage the day to day trading of the web to maximise online selling platforms. Revenue, monitor visitor engagement activity and be responsible for |
|maintaining the commercial performance |
|develop social media marketing campaigns. Introduce marketing materials and online usage & activity to all retail outlets |
|liaise with Warehouse Manager in monitoring and managing stock levels. Identify clear trends and selling activity reporting to the Retail Business |
|Development Manager |
|work with all stores in collating and collecting all items to be sold on ebay outlet. |
|Liaise with warehouse on all distribution & stock levels of new/branded goods |
|Contribute and feed into the Retail Trading strategy plans and development programme taking into account continuous change and growth into an e-commerce |
|field |
|ensure products selected and offered are in line with St Andrew’s Hospice brands and trading strategy |
|maintain knowledge of trading standards regulations to ensure products selected are compliant with all current legislation and testing requirements |
|ensure the supply of St Andrew’s Hospice branded, fashion and Christmas ranges throughout retail seasonal calendar are replenished & maintained |
|the postholder will be required to visit shops regularly and undertake meetings, monitor distribution and logistics with all retail outlets in particular |
|with the e-bay product provision & supply |
|you will be required to support projects & events that are undertaken by the Retail Team which may on occasion include out of normal hours work |
|ensure developments work from a customer and commercial performance perspective. Improve customer experience and have customers use at their heart and the |
|ethos of St Andrew’s Hospice |
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|Other: |
|Work within agreed Hospice policies, procedures and guidelines. |
|Attend updates and courses in order to maintain own knowledge and skills. |
|Work as an integral part of the fundraising team, being sensitive to the needs of the whole team and supportive of other team members. |
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|General & Corporate Duties |
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|Records Management / Data Protection |
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|As an employee of the Hospice, you have a legal responsibility for the protection of all records (including patient health, financial, personal and |
|administrative) that you use gather or use as part of your work with the Hospice. The records may be paper, electronic, or audio, or x-ray images. You must|
|consult your manager if you have any doubt as to the correct management of the records with which you work. |
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|All employees are personally responsible for the quality of data entered by themselves, or on their behalf, on the Hospice data records (paper records) and|
|must ensure that such data is entered accurately to Hospice data standards, in a timely manner to ensure high standards of data quality in accordance with |
|the Hospice Data Quality and Clinical Record Keeping Polices. |
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|To ensure data is handled in a secure manner protecting the confidentiality of any personal data held in meeting the requirements of the Data Protection |
|Act 1998, Caldicott recommendations and other relevant legislation and guidance are applicable and should be adhered to. |
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|Confidentiality and Information Security |
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|As a Hospice employee you are required to regard as strictly confidential, and not disclose to any person, other than a person authorised by St Andrew’s |
|Hospice, at anytime during your employment with the Hospice any information acquired by yourself in relation to any patient including the identity of any |
|patient or the medical condition or the treatment received by any patient. Any information acquired about the patient’s relatives and circumstances will be|
|similarly respected and will be confidential. Any breach of confidentiality by yourself may lead to disciplinary action being taken against you. This duty |
|lasts indefinitely and will continue after you leave the Hospice employment. |
|All employees must maintain confidentiality and abide by the Data Protection Act. |
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|As a member of the Fundraising Team all data and all contacts i.e. event sponsors and other business connections must remain confidential. All Fundraising|
|data and information is the property of St Andrew’s Hospice and are covered by the Data Protection Act. |
|This data is owned and protected by St Andrew’s Hospice and must not be used to benefit any other charity. |
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|Health & Safety |
|All employees must: |
|Take care of their own safety and others who may be affected by their actions or omissions. |
|Adhere to Hospice and Departmental Health and safety Policies and use any equipment or personal protective equipment provided to ensure safety. |
|Co-operate with their managers to maintain safe systems and safe workplaces. |
|Report any accidents/incidents or ill health, failings in premises equipment or personal protective equipment through the Hospice reporting system. |
|Not interfere with any equipment provided to ensure Health and Safety. |
|Not attempt to carry out tasks or repairs beyond their competence. |
|Follow manual handling guidelines and principles, utilising all aids and attending yearly updates. |
|The employee must attend and complete the full induction programme and appropriate mandatory training relevant to job role. |
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|Performance Review & Development |
|All members of hospice staff receive performance review & development by their line manager. The purpose of this is to understand how well the job has |
|been working in the previous year, assess progress towards the targets made at the previous annual appraisal and to set targets. |
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|Effort & Environment skills |
|The role will involve walking and moving around the department and to other destinations within the Hospice. |
|Occasional exposure to and having to deal with situations that can / are distressing, difficult or aggressive |
|Dealing with a variety of professionals, and on occasion, patients, carers and relatives who will have differing needs and requirements |
|Frequent requirement for concentration in an office environment |
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|Conditions of Service |
|The employing authority is St. Andrew’s Hospice. Terms and conditions of service are set by the SMT of the |
|Hospice. |
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|Ethos and Mission of the Hospice |
|Lead by example and uphold the mission and ethos of the Hospice and of the Religious Sisters of Charity. |
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|Working with volunteers: |
|Volunteers are a vital resource to the Hospice and it is the responsibility of all staff to treat them with respect and to value their contribution |
|appropriately. If a volunteer is assigned to assist you at any time you will retain responsibility for the requirements of the job in terms of accuracy, |
|efficiency and standards of completion. You should also ensure good communication and be aware of your responsibility towards the volunteer in terms of |
|Health & Safety. |
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|Disclosure of Criminal Background |
|St Andrew’s Hospice is required to check with Volunteer Scotland the possible criminal background of staff and volunteers who apply to work with |
|vulnerable patients. It is a requirement of the post that such a check be undertaken, successful applicants will be asked to complete and sign a |
|Disclosure/PVG giving permission for the checks to take place. Having a criminal record will not necessarily bar an applicant from working with the |
|Hospice. This will depend on the nature of the position and the circumstances and background of offenses. Please note applicants refusing to sign the form |
|will not be progressed further. |
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|No Smoking Policy |
|St Andrew’s Hospice operates a No Smoking Policy for staff within the Hospice buildings and grounds |
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|Confidentiality |
|Hospice staff will become aware of information related to patients, staff and volunteers which must be treated confidentially. All staff are expected to |
|read and adhere to the Confidentiality Policy. All fundraising information. |
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|Any other duties within the framework of the post |
|All employees will take responsibility for their own personal development. The post holder may be required to undertake any other duties and |
|responsibilities which are deemed appropriate to the grade. Where the duties and responsibilities may change in the light of experience and developments |
|within the service the job description will be reviewed in conjunction with the post holder. |
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|Safeguarding the Welfare of Children, Young People and Vulnerable Adults |
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|All employees are expected to adhere to the Hospice’s policies and procedures in relation to Safeguarding Children and Vulnerable Adults and to undertake |
|the appropriate level of mandatory training in this area. |
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|Equal Opportunities |
|St. Andrew’s Hospice is an equal opportunities employer. |
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|Hospice Policies |
|The Hospice operates a range of policies e.g. Human Resources, Clinical Practice. All Hospice employees must observe and adhere to the provisions outlined |
|in these policies. Failure to do so may result in instigation of the Hospice’s formal policies and referral to outside bodies as appropriate. |
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|Infection Control |
|All staff are expected to adhere to current infection policy and procedures as appopraite to their role and responsibilities in their work setting. |
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|This job description is an outline of the duties of the post and is not meant to be a detailed summary. Other duties may be required according to the |
|needs of the Hospice. The job description may be subject to agreed amendment in the light of experience and the need for change. |
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|7. EQUIPMENT & MACHINERY |
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|Computer hardware |
|PC, monitor, printer, laptops, USB Sticks and hardware related to EPOS sytem. |
|Computer software |
|Microsoft Office (Excel, Word, Outlook, Access, PowerPoint, Photoshop, Facebook and Twitter) |
|Internet explorer. |
|3. Warehouse equipment |
|Platform ladders and harness |
|Hard hat and gloves when appropriate |
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|8. ASSIGNMENT AND REVIEW OF WORK |
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|Assignment |
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|Work is assigned to this post by the Retail Manager. |
|The work is reviewed by the Retail Manager. |
|The post holder works as part of a team with allocated appointments, tasks responsibilities to meet the needs of the organisation. |
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|Review |
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|The post holder provides ongoing updates and reports to the Retail Manager. |
|Annual appraisal will be carried out by the Retail Manager. |
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|9. DECISIONS AND JUDGEMENTS |
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|The post holder is required to develop and deliver e-commerce sales activity for the Retail Sector of the Hospice including the selection of |
|appropriate products for online sales, development of appropriate marketing activity, and systems for stock control in conjunction with the Warehouse|
|and Workshop Manager. |
|10. MOST CHALLENGING/DIFFICULT PARTS OF THE JOB |
|Constantly re-prioritising workload to meet the demands of the department and our customers (including shops as internal customers), whilst also |
|maintaining an enthusiastic and professional approach at all times. |
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|Encountering at times challenging behaviour in and out of the office setting. |
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|Dealing with emotional supporters, donors, staff, volunteers and general members of the public. |
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|Being highly organised |
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|Workload requirements and pressures may on occasion require long working days and a flexible approach to the working week. |
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|Keeping up to date with developments and changes within the retail sector and the Hospice. |
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|Communicating sensitively with the Hospice’s volunteers and supporters showing empathy and understanding at all times |
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|11. COMMUNICATIONS AND RELATIONSHIPS |
|Internal: |
|Head of Fundraising |
|Warehouse & workshops manager |
|Retail Manager/Deputy Area Managers for Retail. |
|Fundraising team, Deputy Head of Fundraising, Department Managers and any other Hospice staff (including shop managers). |
|● Patients and relatives. |
|Department managers & SMT. |
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|External: |
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|Provide external interface with: |
|Hospice supporters & Donors. |
|Members of the general public. |
|Volunteers and individuals volunteering from companies to support the work of the Hospice. |
|Staff from North and South Lanarkshire Council. |
|St Andrew’s Ambulance Volunteers |
|Other external agencies & suppliers. |
|Event specific contacts and supporters. |
|JOB DESCRIPTION AGREEMENT |
|A separate job description will need to be signed off by each jobholder to whom the job description applies. |
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|Job Holder’s Signature: Date: |
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|Head of Department Signature Date: |
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PERSON SPECIFICATION – e-Commerce Officer
|Attributes |Essential |Desirable |Method of Assessment |
| | | | |
| | |Degree in a relevant marketing/ |Application form & Interview |
| | |commercial/ design subject | |
|Education/ | | | |
|Qualifications | | | |
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| | | | |
| |experience of digital marketing & |record of growing online sales |Application form & Interview |
| |e-commerce | | |
|Experience |user of google/universal analytics | | |
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| |IT skills |Working with EPOS and/or | |
| |Social Media and Web selling tools |electronic stock control systems |Application form & Interview |
| |Excellent organisational and time management skills |Knowledge of charity retail and/or| |
|Skills and Knowledge |adaptable and works to clear targets and delivers |charity e-commerce | |
| | |evidence of personal development | |
| | |in e-commerce | |
| | |Experience in using a CMS | |
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|Aptitudes |Adaptable and able to work under pressure in a fast |Driving License | |
| |paced environment | |Application form & Interview |
| |Ability to work on own initiative, unsupervised at | | |
| |times | | |
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-----------------------
Head of Fundraising
Deputy Head of Fundraising
Retail Development Manager
Deputy Retail Managers
Fundraising Team
Shop Managers
Admin Asst. Retail
Retail Support Mngrs
Warehouse& Workshop Manager
Warehouse Assistant
Digital Marketing & e-commerce Officer
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