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 |

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| | |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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