Associate Director, Retail Operations & Transformation

Associate Director, Retail Operations & Transformation

Job Synopsis

MCC BC operates a network of nine Thrift shops across British Columbia, supported by more than 100 employees and 1,000 volunteers. Our shops are complex retail operations responsible for generating sustainable revenue, delivering strong customer and donor experiences, and managing a significant flow of donated goods.
The success of our Thrift network directly supports MCC's relief, development and peace building work. Strong retail performance and mission impact go hand in hand: operational excellence, effective merchandising, engaged people and financial sustainability allow our shops to contribute more meaningfully to the communities we serve.

• Demonstrate a commitment to Christian faith and values.
• Actively participate in a Christian faith community.
• Understand and support MCC's mission, vision and values.
• Demonstrate a commitment to service, reconciliation, stewardship and nonviolent peacemaking.

Reporting to the Chief Operating Officer, the Associate Director, Retail Operations & Transformation directly leads all Thrift Shop Managers and is accountable for network-wide operational and financial performance. The position works alongside shop leaders, employees, volunteers and support departments to strengthen retail execution, modernize operations and translate strategy into measurable results.

This is a senior retail leadership opportunity for someone who can establish a clear network-wide direction, develop capable leaders and improve performance while remaining connected to the day-to-day realities of store operations. The successful candidate will bring strong retail and business judgment together with an understanding of how excellent operations strengthen MCC's broader mission and community impact.

• Provide leadership, direction and performance accountability across MCC BC's nine Thrift shops.
• Directly manage, coach and support Thrift Shop Managers.
• Set clear expectations for retail, financial, people and mission outcomes and hold leaders accountable for results.
• Build consistency and collaboration across the network while recognizing the needs of individual shops and communities.
• Maintain a visible presence in the shops and strong relationships with employees and volunteers.

• Lead transformation initiatives involving people, processes, technology, facilities, merchandising and customer experience.
• Evaluate existing operating models, workflows and systems and establish a clear roadmap for modernization and improvement.
• Assess and implement technologies related to point-of-sale, inventory, e-commerce, workforce management, analytics and customer engagement.
• Translate strategy into practical implementation plans, business cases, responsibilities, timelines and measurable outcomes.
• Lead cross-functional transformation projects from concept through implementation, adoption and evaluation, liaising and collaborating effectively with other leaders and support departments across the organization.
• Build understanding and commitment to change, address barriers and help employees and volunteers adopt and sustain new ways of working.

• Develop and implement consistent operational standards, policies and performance expectations across the network.
• Partner with shop leaders to improve productivity, donation and inventory flow, merchandising, safety, customer service and donor experience.
• Strengthen financial performance through revenue growth, cost management, budgeting, forecasting and operational efficiency.
• Develop and monitor performance measures and dashboards, using data to identify opportunities, risks and performance challenges.
• Monitor developments in retail, thrift, resale and social enterprise and identify practical opportunities for innovation and sustainable growth.

• Coach and develop Thrift Shop Managers and emerging retail leaders, strengthening accountability and leadership consistency.
• Collaborate with HR to…