Director of Retail Operations

Carpenter•Rockford, IL

About The Position

The Director of Retail Operations is a key member of the Carpenter's Place leadership team and is responsible for the strategic leadership for the Carpenter's Corner "Thrift and More" concept. This role oversees the development, operation, and growth of retail activities across current and future formats, including physical locations, e-commerce, and other mission-aligned opportunities. The Director's focus is to maximize net income in support of mission-critical services while ensuring that all retail efforts remain aligned with the organization's human services mission.

Requirements

Associates Degree in Business Administration, Retail Sales, operations management or higher is preferred
Minimum of 10 years of relevant work experience and a proven track record in thrift, retail, or operations management.
5+ years' experience in a supervisory role managing other employees.
Strong conflict resolution, crisis intervention, and de-escalation skills.
Demonstrated ability to lead diverse teams and implement accountability.
Commitment to Carpenter's Place's faith-based mission and values.
Excellent communication, organizational, and leadership skills.
Effectively present business information and change proposals to executive and Board leadership.
Ability to multi-task and remain calm under pressure.
Ability to set professional boundaries and maintain staff accountability.
Ability to analyze performance data and make data driven decisions to improve the stores.

Responsibilities

Develop and execute business plans that meet or exceed financial targets, strengthen retail performance, and position the organization for sustainable growth across current operations and future opportunities.
Manage the retail division budget, control labor costs, analyze margins, and provide regular financial performance reports to executive leadership. Lead sales forecasting and budgeting for the division in collaboration with the Finance Department. Manage daily cash handling, credit transactions, and deposit systems and procedures.
Direct and monitor store operations to drive net income through revenue growth, efficient operations, and expense management. Establish and maintain standard operating procedures for labor planning, production management, pricing, staging, loss prevention and all aspects of operations across all retail locations. Track and report on Key Performance Indicators.
Oversee the full donated goods supply chain, including intake, sorting, inventory rotation, and distribution across locations.
Recruit, mentor, and evaluate high-performing teams while fostering a positive work environment. Partner with our Professional Employer Organization to appropriately execute staffing plans.
Maintain a superior customer service experience that builds satisfaction, loyalty, and repeat engagement. Ensure customers feel welcome, concerns are addressed promptly and professionally, and stores are clean, organized, and inviting. Lead by example and set clear expectations for the team to deliver the highest level of customer service.
Implement and continuously optimize pricing, sales, and promotions to maximize sales to patrons, minimizing trash and bulk liquidations.
Advance the nonprofit's mission by maximizing net income in support of mission-critical services, ensuring the social enterprise's connection to the mission is clearly reflected in store operations, customer experience, messaging, and visual presentation. Support the development of Guest work therapy and employment opportunities within retail operations, expand volunteer engagement across the division, and collaborate with leadership on community engagement and donor relations.
This position will recognize that the organization's operations are managed by a small but mighty leadership group and will contribute to the mission by accepting all other duties as assigned.