Director of Retail Operations

Director of Retail Operations (ReSale)

Reports to: CEO

Status: Leadership Team

Position Summary:

The Director of Retail Operations leads and actively manages the strategic and day-to-day operations of the affiliate’s ReSale locations. This role oversees a mission-driven retail enterprise that generates revenue to support Habitat for Humanity’s affordable housing programs while providing the community with access to affordable home improvement goods and diverting usable materials from landfills.

In a multi-location retail environment, this position blends operational leadership with hands-on oversight, ensuring strong financial performance, efficient operations, and alignment with organizational mission and goals. The Director works closely with the CEO, senior leadership, and internal teams to drive revenue growth, strengthen community partnerships, and enhance the overall customer and donor experience.

Key Responsibilities:

Retail Operations & Revenue Management (Hands-On):

• Oversee daily operations of all ReSale locations, ensuring consistent standards in merchandising, customer service, safety, and cleanliness.
• Develop and implement strategies to drive sales growth, increase donations, and optimize inventory management.
• Monitor financial performance, including sales, expenses, and key performance indicators, and implement improvements as needed.
• Oversee pricing strategies and merchandise flow to balance revenue generation with mission alignment.
• Ensure merchandise is appropriately priced, displayed, and aligned with quality and brand standards.
• Ensure a high-quality customer experience across all locations, addressing customer feedback and service issues as needed.
• Oversee retail processes including sales transactions, cash handling procedures, and reconciliation standards (as appropriate).
• Ensure compliance with organizational policies, safety standards, and applicable regulations.

Leadership & Team Development:

• Lead, mentor, and develop Store Managers.
• Establish clear performance expectations and provide ongoing coaching, feedback, and evaluation.
• Foster a positive, accountable, and mission-driven team culture.
• Foster a customer-focused culture that emphasizes service excellence, teamwork, and accountability.
• Oversee staffing plans and scheduling to support operational efficiency across all locations.
• Support recruitment, hiring, and retention of staff and volunteers in collaboration with leadership.

Strategic Planning & Organizational Leadership:

• Contribute to the development and execution of strategic plans for ReSale operations in alignment with organizational goals.
• Identify opportunities for operational improvements, growth, and increased community impact.
• Serve as a member of the leadership team, contributing to cross-functional planning and decision-making.
• Stay informed on retail trends and best practices to enhance operational effectiveness.

Donations, Partnerships & Community Engagement:

• Build and maintain relationships with donors, corporate partners, and community stakeholders to support merchandise acquisition and revenue growth.
• Support and enhance donation strategies to ensure consistent quality and volume of inventory.
• Represent ReSale and Habitat for Humanity at community events and outreach opportunities.
• Collaborate with internal teams to align ReSale with broader fundraising and community engagement efforts.

Marketing & Brand Visibility:

• Support marketing initiatives to increase store traffic, donations, and brand awareness.
• Collaborate with communications and development teams to ensure consistent messaging and brand alignment.
• Promote ReSale impact through storytelling, community engagement, and outreach efforts.

Logistics, Facilities & Systems Oversight:

• Oversee logistics operations, including donation pickups, deliveries, and fleet coordination.
• Ensure effective systems for inventory management, operations, and reporting.
• Oversee facilities maintenance, safety, and long-term capital improvement planning across locations.

Qualifications

• Bachelor’s degree in Business Administration, Retail Management, or related field preferred; or equivalent combination of education and experience.
• Demonstrated experience in retail operations management, including multi-location oversight.
• Proven ability to manage financial performance, including budgets, revenue targets, and operational metrics.
• Strong leadership skills with experience developing and managing teams.
• Excellent organizational, analytical, and problem-solving skills.
• Strong communication and relationship-building abilities with diverse stakeholders.
• Experience in nonprofit or mission-driven organizations preferred.
• Proficiency in Microsoft Office and retail management systems.
• Valid driver’s license and ability to travel between locations.
• Commitment to Habitat for Humanity’s mission and values.