commercial manager Norwich, England
Job description
Department: Commercial
Reports to: CEO/Director of People Ops
Hours: 40hrs/Full Time (weekend work required)
Key Responsibilities: As the Head of Commercial – Catering and Retail, you will proactively lead the delivery of an effective, efficient, and professional operation of the zoo’s retail and catering operations in both parks.
Entrepreneurship, effective leadership, budgetary control and a drive to improve the proposition in terms of range, quality, profitability, and delivery is essential.
The post holder will lead by example and have exceptional entrepreneurial and interpersonal skills to enable delivery and enable ZSEA to maximise on the significant opportunities every year, ensuring buy-in from all levels of ZSEA. The ability to innovate and realise product development from concept to delivery is imperative for this role to enable ZSEA to cater for new and existing visitors and develop income opportunities.
Relationships: The role reports directly to the CEO for commercial development and to improve the proposition in terms of range, quality, and profitability and to the People Operations Director regarding day-to-day people operations, training, and development of colleagues.
This role is a member of the Leadership Team for ZSEA
Job Purpose
ZSEA (Zoological Society of East Anglia) is the charity which runs Banham Zoo and Africa Alive and is in an exciting period of change. Our mission is to connect communities to nature for conservation. To strengthen our commitment to conservation through collaborations, networking, and training activities to measurably improve local, national, and global biodiversity; To educate about nature, in nature, and for nature to foster engagement with the natural world; and to enable Africa Alive and Banham Zoo to empower people to make positive changes in their lives and local communities by promoting the connections between nature and well-being.
In this exciting role, you will be lead the Commercial activities across the retail and catering operations providing ZSEA with a vital avenue to engage with guests, members, donors, and potential donors and are a fundamental part of supporting ZSEA’s programmes and funding needs.
ZSEA is committed to providing a range of services and products that meet the highest possible standards of presentation and quality whilst maintaining a first-class service through the admissions, gift shops, restaurants, snack, and retail outlets at both Banham Zoo and Africa Alive.
This is a brilliant opportunity to utilise your creativity, exceptional entrepreneurial and interpersonal skills to enable delivery and to maximise on the significant opportunities every year, ensuring buy-in from all levels of ZSEA. You will have the ability to innovate and realise product development from concept to delivery to enable ZSEA to cater for new and existing guests and develop income opportunities.
The role will need a person with vision and proven ability to develop and deliver short-, medium- and long-term plans. Flexibility in working will be required as the role is based across both sites and as a visitor attraction is open on weekends. Management of time is critical as is the ability to build exceptional relationships and inspire the team.
You will have the chance to have influence across the organisation and create innovative ways to inspire, educate and delight our visitors.
KEY RESPONSIBILITIES:
§ To deliver a high-quality provision of retail and catering services at both Banham Zoo and Africa Alive maximising income and profit generation.
§ To work with CEO to agree objectives and establish and implement a commercial strategy, planning and delivery process.
§ To work with the People Operations Director to gain support in attracting and retaining colleagues who can deliver outcomes for commercial operations and provision.
§ To ensure the highest standards of service, quality, presentation, guest satisfaction and oversee Kitchen staff to ensure high standards of food safety and hygiene.
§ To work with the other departments to ensure appropriate ethical and moral policies are adopted with regards to sustainable products, menus, and presentation. Identifying and delivering ways that we can improve accessibility, inclusion, and access for all our visitors across both our sites within retail and catering.
§ To support and work with both the Head of Marketing and the Head of Visitor Engagement in the delivery of commercial requirements for activities, events, and meetings whether internally or for third parties or events, whilst seeking additional income opportunities to enhance the zoo experience.
§ To work in conjunction with external suppliers, approved buying groups, and third-party providers of goods and services to enhance the proposition available.
§ To comply with all necessary legislation concerning licencing, food safety, health & safety, risk assessments, working with relevant external parties.
§ To effectively handle any issues that may arise by having contingency plans in place and reacting quickly to resolve issues.
§ Working with the Head of Marketing and the Head of Visitor Engagement, to promote the commercial opportunities to appropriate audiences using the relevant channels to maximise income and profitability.
§ To produce detailed reports and analysis of sales, costs, and profitability.
§ To ensure business processes are in place to achieve the largest ROI.
§ To work collaboratively with the Director of People Operations to oversee recruitment and set levels of performance for the team and individuals, motivating staff, and leading by example. Ensuring the organisation focuses on understanding what our visitors want and need from their experiences and embedding a customer focused approach for all ZSEA colleagues.
§ As a manager of the charity, to undertake additional responsibilities as required, and be on the Duty Manager Rota across both parks.
Responsibility for Resources
Human resource management
Direct line management of commercial teams in two locations and co-ordinating other staff
associated with each. Setting and monitoring team and individual objectives.
Physical resource management
Responsibility for the delivery of high-quality retail and catering operations.
Development and management of financial budgets for all catering and retail outlets
Communication
Effective communication with senior management and staff at every level.
Liaison
Liaison with suppliers and with colleagues across ZSEA who organise events.
Research and work with contractors and suppliers, utilising the resources of buying groups were.
appropriate.
Judgement and Decision Making
Juggling several priorities and making decisions regarding deadlines.
Original Thought and Problem Solving
Imaginative thinking in creating new opportunities.
Project planning for future developments and successful delivery of plans.
Analysis of data and commercial evaluation of activity.
Financial Resources
Overall budgetary responsibility for the Retail and Catering budget across the organisation with the support of the CEO and finance teams
Confidentiality
The post holder will have access to sensitive commercial information as part of the Leadership team.
The role also involves some processing of personal data which should be managed according to GDPR and ZSEA guidelines.
Personal Qualities and Experience
Vocational and Technical skills
A person with vision and proven ability to develop and deliver short-, medium- and long-term plans.
Strong commercial acumen and negotiation skills
Highly organised with excellent management skills
Strong analytical and problem-solving ability.
Robust numerical skills
Excellent ICT skills
Experience
Proven experience of managing and successfully delivering profit in a multi-site environment
Experience of budget management and solid understanding and experience of buying and merchandising
Experience in menu development and delivery for a multi-site operation
Proven track record in profitable multi-site operation
Direct management of staff
Ability to demonstrate a high level of planning, prioritising and control, and ability to establish a systematic
course of action to achieve objectives effectively and efficiently. Appreciates the need to monitor and
control outputs.
Risk management experience
Interpersonal skills
Excellent interpersonal, communication and influencing skills.
Ability to build positive relationships with external stakeholders.
Ability to inspire, motivate and engage the internal delivery team.
A high level of credibility
An innovator with commercial integrity
Ability to work autonomously.
Self-motivated and results oriented.
Other requirements
Personal licence holder (or willingness to undertake)
Food Hygiene qualification (or willingness to undertake)
Graduate (or equivalent)
Understanding of not-for-profit sector (desirable)
The post holder will be required to work regular weekend days and be on duty manager rota for out-of-hours and bank holidays during peak season.
Driving licence essential
The post holder will be required to work from both Banham Zoo and Africa Alive to deliver a comparable
programme of events at each site.
Job Types: Full-time, Permanent
Salary: £40,000.00-£45,000.00 per year
Benefits:
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- Gym membership
- On-site parking
Schedule:
- Holidays
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- Norwich: reliably commute or plan to relocate before starting work (required)
Work Location: In person
