Thrift Store Manager

GetHired, Inc.; Kelowna; On-site; CAD 44,000 - 48,000; Full time

Benefits offered by this job

Dental

Extended Health Care

Pension Plan

Paid Sick Leave

Long Term Disability

Travel Insurance

Store Discount

Job summary

Kelowna Women's Shelter Society is seeking a Thrift Store Manager to lead our purpose-driven retail operation. You will oversee day-to-day store activities, drive sales and donations, and lead a team of employees and volunteers in a mission-focused environment.

You will promote exceptional customer and donor experiences, manage inventory and pricing, and collaborate with People & Culture on recruitment, onboarding, and development. The role supports a safe, inclusive community presence.

Qualifications

• Leadership experience in retail, nonprofit, or customer-service environments.
• Proven ability to lead teams and deliver exceptional customer and donor experiences.
• Strong business acumen with operations, results, and growth focus.
• Excellent communication, problem-solving, organizational, and change leadership skills.
• Fosters accountability, learning, equity, and inclusion in a dynamic setting.
• Proficiency with MS 365 and POS systems.

Responsibilities

• Lead day-to-day thrift store operations, performance, and growth.
• Monitor sales, donations, volunteer engagement, and customer experience.
• Oversee merchandising, inventory, donation processing, pricing, and retail ops.
• Inspire and develop employees and volunteers; collaborate with People & Culture on recruitment and performance.
• Engage customers, donors, and the community with a donor-centered approach; address escalations professionally.
• Support budget planning, financial controls, and compliance; ensure a safe, welcoming retail environment.

Skills

Leadership

Team leadership

Customer experience

Communication

Problem-solving

Organizational skills

Change leadership

MS 365

POS systems

Tools

Microsoft 365

Point-of-Sale systems

Job description

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 FromAbuse.

About Us:

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

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 and every 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 sales data 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 a collaborative 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 and donor 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 a commitment to respectful, inclusive, and values-driven leadership.

Assets include:

• Experience with volunteer engagement and leadership.
• Donor stewardship, fundraising, or community engagement experience.
• Social media, marketing, or customer engagement expertise.
• Knowledge of trauma-informed practice, gender-based violence, and the impacts of domestic abuse.

Additional Requirements

• Successful completion of a Criminal Record and Vulnerable Sector Check.
• Flexibility to work hours aligned with store operations and business needs with valid drivers license and access to a vehicle.
• Ability to perform the physical requirements of a retail and donation-processing environment, including standing, walking, lifting, climbing stairs, and providing hands-on operational support.
• Ability to work effectively in a fast-paced environment with changing priorities and operational demands.

Location: Thrift Store

Term: Full-Time Permanent

Hours of Work:

• 37.5 hours work week | Saturday Rotation
• Ability to work flexible hours, may include occasional evenings

Pay: $32.50 to 35.95 per hour

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents a team member that possesses full job knowledge, qualifications, and experience for the position. In the normal course, team members will be hired, transferred, or promoted between the minimum and midpoint of the salary range for a job.

Benefits:

• Dental
• Extended Health Care
• Pension Plan
• Paid Sick Leave
• Long Term Disability
• Outside of Canada Emergency Travel Insurance
• Employee Family Assistance Program
• KWS Thrift Store Discount

KWS acknowledges we work on the traditional, ancestral and unceded territory of the syilx/Okanagan Peoples. We are grateful to live and work on these lands. We also recognize that Indigenous women and girls continue to experience violence at rates far higher than non-Indigenous people — and we are committed to listening, learning and working with Indigenous partners to provide trauma-informed and culturally safe care.