Thrift Store Manager

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Experience with volunteer engagement and leadership.
• Donor stewardship, fundraising, or community…