Thrift Store Manager

About Us:

At KWS, we believe every person deserves to live with safety, dignity, and hope. Our Thrift Store is more than a retail operation. It is a place where Every Donation and Every Purchase Supports a Community Free From Abuse.

KWS has been providing programs and services for people impacted by Domestic Abuse since 1980. Our programs include emergency andsecond-stage housing, PEACE program, community-based victim services,sexualized assault services, education and prevention initiatives, a 24/7support line, and a community thrift store. We are committed to fostering safety, choice, and inclusion, and believe in building a community free fromabuse and sexualized violence through education, support, and strong partnerships.

The Opportunity:

We are seeking a Thrift Store Manager to lead our purpose-driven retail operation that makes a meaningful difference in our community. In this role, you will create a welcoming and engaging environment for donors, customers, volunteers,and team members while overseeing the day-to-day operations, growth, and sustainability of the Thrift Store. Through strong leadership, innovation, and stewardship of resources, you will help ensure that every donation received andevery purchase made supports a community free from abuse.

Key areas of responsibility include:
Leadership &Operations

Lead the day-to-day operations, performance, and ongoing success of the Thrift Store.

Monitor key performance indicators including sales, donations, volunteer engagement, customer experience, and operational efficiency.

Identify opportunities to improve systems, processes, and service delivery.

Foster a culture of collaboration, accountability, innovation, and continuous improvement.

Retail & Revenue Growth

Oversee merchandising,inventory management, donation processing, pricing, and retail operations.

Support strong inventory flow and merchandise readiness in partnership with the Donations &Processing Coordinator.

Lead promotional,seasonal, and customer engagement initiatives that drive sales and community support.

Use operational and salesdata to inform decision-making and support sustainable growth.

People & Volunteer Leadership

Inspire, coach, and develop employees and volunteers in a positive, inclusive, and service-focused environment.

Provide leadership and support to the Donations & Processing Coordinator, Retail Assistants, and volunteer team.

Partner with People &Culture to support recruitment, onboarding, performance development,engagement, and recognition.

Build a culture where people feel valued, empowered, and connected to the organization's mission.

Customer, Donor & Community Engagement

Create exceptional experiences for customers and donors through meaningful interactions and consistent service standards.

Promote a donor-centred culture that recognizes the important role donors play in advancing the organization's mission.

Respond to escalated customer and donor concerns with professionalism and care.

Support community outreach and engagement activities that increase awareness, donations, and participation.

Financial Stewardship& Compliance

Support budget planning and monitor operational performance against established goals.

Ensure financial controls,cash handling procedures, administrative processes, and reporting requirements are followed.

Promote health, safety,risk management, and compliance across all store operations.

Maintain a safe,welcoming, organized, and well-presented retail environment.

We're looking for acollaborative and hands-on leader who combines strong retail and operational expertise with a passion for people, customer service, and community impact.

What You Bring:

Leadership experience in retail, nonprofit, customer service, or related operational environments.

Proven ability to lead teams, build relationships, and create exceptional customer anddonor experiences.

Strong business acumen with experience managing operations, achieving results, and supporting revenue growth.

Excellent communication, problem-solving, organizational, and change leadership skills.

Confidence navigating multiple priorities in a dynamic, fast-paced environment while fostering accountability, learning, equity, and inclusion.

Proficiency with Microsoft 365, Point-of-Sale systems, and workplace technologies.

Alignment with the mission and values of the Kelowna Women's Shelter Society and acommitment to respectful, inclusive, and values-driven leadership.

Assets include:

Experience with volunteer engagement and leadership.

Donor stewardship, fundraising, or community…