Are you a motivated and committed individual with a passion for excellent customer service?

If so, we have an exciting opportunity to join our fantastic team at the Wales Air Ambulance Charity as a Ecommerce, Logistics and Corporate Donations Manager.

This is for a Fixed Term of 12 Months

To view the full Job Description please click here

About Us

Wales Air Ambulance delivers advanced lifesaving medical care to people across Wales, 24/7. We are the only air ambulance charity based in and dedicated to the people of Wales and rely entirely on your charitable donations to raise 13 million every year to keep the helicopters in the air and rapid response vehicles on the road.

We have successfully grown our service over the last twenty three years from a single aircraft operating five days a week from a single base in South Wales to the four aircraft 24/7 service model that we have today.

With a motto of "Serving Wales, Saving Lives", we are absolutely committed to delivering the very best service we can for the people of Wales.

Job Purpose
The Ecommerce, Logistics and Corporate Donations Manager is responsible for leading and developing key retail operations that maximise income and support the strategic objectives of Wales Air Ambulance. The role oversees all ecommerce activities, ensuring online sales platforms are effectively managed, optimised and expanded to drive sustainable revenue growth. It is also responsible for coordinating collection and delivery services, merchandise distribution, Gift Aid administration, and the efficient management of logistics operations across the retail estate.

The postholder will build and maintain strong relationships with corporate partners to secure donated goods, identify new income generation opportunities, and ensure stock is effectively processed and allocated to maximise sales potential.

Working collaboratively with retail, fundraising and communications teams, the role will deliver excellent customer service, improve operational efficiency, support volunteers and staff, and provide leadership to the driver team, ensuring all activities contribute to the charity’s income generation and reputation

Main Duties and Responsibilities

Ecommerce

• Lead the development, implementation and ongoing management of online sales platforms and marketplace accounts.

• Establish and maintain online selling accounts, payment systems, product categories, postage options and operating procedures.

• Set and maintain standards for pricing, product listings, photography, descriptions and stock management.

• Monitor sales performance, income, fees, postage costs and stock levels, using data and insights to identify improvements and growth opportunities.

• Identify and develop new income streams through additional marketplaces, digital sales channels, product ranges and corporate stock donations.

• Work closely with the Communications Team to promote online sales activity through social media and other digital channels.

• Support and develop volunteers’ skills and engagement in ecommerce activities.

• Deliver excellent customer service by ensuring timely communication, accurate order fulfilment, prompt dispatch and positive customer relationships.

• Ensure all products listed online are accurately described, presented to a high standard and supported by quality photography.

• Develop effective working relationships with colleagues across the retail estate and wider organisation.

• Undertake any other duties commensurate with the level and responsibilities of the role.

Logistics

• Act as the first point of contact for customer enquiries relating to collections and deliveries, ensuring a professional and helpful service at all times.

• Manage customer communications regarding the collection and delivery of donated and purchased goods.

• Process donated goods in accordance with Wales Air Ambulance policies and procedures.

• Coordinate the distribution of Wales Air Ambulance merchandise across the retail estate and support fundraising teams to maintain stock availability.

• Actively promote and administer the Gift Aid process to maximise income from donated goods.

• Organise and manage collection and delivery schedules to ensure efficient use of resources

Liaise with Retail Managers to plan and deliver effective collection routes and schedules.

• Work collaboratively with Regional Fundraising Managers to provide logistical support for fundraising activities and events.

• Support the implementation of new systems, processes and procedures that improve operational efficiency and customer experience.

• Provide line management, support and supervision to the driver team

Corporate Donated Goods

• Develop and maintain relationships with corporate partners to secure donations of goods that support retail income generation.

• Coordinate the acceptance, checking and processing of donated and new goods from corporate partners and suppliers.

• Sort, allocate and redistribute donated goods across the retail estate to maximise sales opportunities and stock availability.

• Work collaboratively with internal stakeholders to identify and secure new opportunities to increase the volume and value of corporate stock donations

Other Duties and Responsibilities

Promote and uphold the Charity’s Mission, Vision and Values in all aspects of work.

• Contribute to departmental evaluation reports on performance.

• Stay up to date on current related-industry trends and share best practice with colleagues.

• Carry out other duties identified by the manager to achieve the overall objectives of the service.

• To participate in or attend any training as required.

• Adhere to our health and safety policy and procedures, identify hazards, and undertake appropriate risk assessments as required.

• Keep up to date with, and understand, legislative changes, particularly in relation to GDPR.

• To foster good working relationships with all the Charity’s employees, volunteers, partners, and stakeholders, treating all individuals with respect, courtesy and dignity.

• To be a good representative of the Charity and ensure positive relationships with customers and the local communities.

• Maintain confidentiality in all areas of work.

• Ensure that your conduct within and outside Charity does not conflict with organisational expectations.

• Actively support and promote the Charity and all its policies

Personal Specification - Essential Criteria

• Experience of working in a logistics or customer service setting.

• Excellent customer service skills.

• Excellent verbal and written communication skills.

• Able to manage a varied workload.

• Able to prioritise tasks and work to deadlines.

• Ability to follow instructions and processes. • Ability to input and analyse logistical data.

• Strong analytical skills.

• Ability to problem solve.

• Project management experience.

• Good administration skills.

• Able to use judgement.

• Good geographical knowledge of Wales.

• Confident in the use of internet, intranet, databases, Apps, and Microsoft packages, including Word, Excel, Outlook & Teams.

Desirable Criteria

• An understanding or experience of Gift Aid.

• Experience of working in the Charity sector.

• Welsh speaker