Thrift Store Manager

Kelownawomensshelter; Kelowna; On-site; CAD 45,000 - 50,000; Full time

Benefits offered by this job

Dental

Extended Health Care

Pension Plan

Paid Sick Leave

Long Term Disability

Emergency Travel Insurance (Outside of

Employee Family Assistance Program

KWS Thrift Store Discount

Job summary

Kelowna Women's Shelter Society is seeking a Thrift Store Manager to lead a purpose-driven retail operation that supports the community. You will create a welcoming environment for donors, customers, volunteers and staff while overseeing day-to-day operations, growth, and sustainability.

This role requires strong leadership, retail and operational expertise, and a commitment to people, customer service, and community impact.

Qualifications

• 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.

Responsibilities

• Lead the day-to-day operations of the Thrift Store including performance and ongoing success.
• Monitor KPIs such as sales, donations, volunteer engagement, customer experience and efficiency.
• Identify opportunities to improve systems, processes and service delivery.
• Foster a culture of collaboration, accountability, innovation and continuous improvement.

Skills

Leadership

People management

Customer service

Communication

Problem solving

Organizational skills

Change leadership

Microsoft 365

POS systems

Equity & inclusion

Tools

Microsoft 365

Point-of-Sale systems

Job description

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 FromAbuse.

KWS has been providingprograms 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 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 operationthat makes a meaningful difference in our community. In this role, you willcreate a welcoming and engaging environment for donors, customers, volunteers,and team members while overseeing the day-to-day operations, growth, andsustainability of the Thrift Store. Through strong leadership, innovation, andstewardship of resources, you will help ensure that every donation received andevery purchase made supports a community free from abuse.

Key areas ofresponsibility include:

Leadership &Operations

• Lead the day-to-dayoperations, performance, and ongoing success of the Thrift Store.
• Monitor key performanceindicators including sales, donations, volunteer engagement, customerexperience, and operational efficiency.
• Identify opportunities to improve systems, processes, and service delivery.
• Foster a culture ofcollaboration, accountability, innovation, and continuous improvement.

Retail & RevenueGrowth

• Oversee merchandising,inventory management, donation processing, pricing, and retail operations.
• Support strong inventoryflow and merchandise readiness in partnership with the Donations &Processing Coordinator.
• Lead promotional,seasonal, and customer engagement initiatives that drive sales and communitysupport.
• Use operational and salesdata to inform decision-making and support sustainable growth.

People & VolunteerLeadership

• Inspire, coach, anddevelop employees and volunteers in a positive, inclusive, and service-focusedenvironment.
• Provide leadership andsupport to the Donations & Processing Coordinator, Retail Assistants, andvolunteer team.
• Partner with People &Culture to support recruitment, onboarding, performance development,engagement, and recognition.
• Build a culture wherepeople feel valued, empowered, and connected to the organization's mission.

Customer, Donor & Community Engagement

• Create exceptionalexperiences for customers and donors through meaningful interactions andconsistent service standards.
• Promote a donor-centredculture that recognizes the important role donors play in advancing theorganization's mission.
• Respond to escalatedcustomer and donor concerns with professionalism and care.
• Support community outreachand engagement activities that increase awareness, donations, andparticipation.

Financial Stewardship& Compliance

• Support budget planningand monitor operational performance against established goals.
• Ensure financial controls,cash handling procedures, administrative processes, and reporting requirementsare 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 operationalexpertise with a passion for people, customer service, and community impact.

What You Bring:

• Leadershipexperience in retail, nonprofit, customer service, or related operationalenvironments.
• Provenability to lead teams, build relationships, and create exceptional customer anddonor experiences.
• Strongbusiness acumen with experience managing operations, achieving results, andsupporting revenue growth.
• Excellentcommunication, problem-solving, organizational, and change leadership skills.
• Confidencenavigating multiple priorities in a dynamic, fast-paced environment whilefostering accountability, learning, equity, and inclusion.
• Proficiencywith Microsoft 365, Point-of-Sale systems, and workplace technologies.
• Alignmentwith the mission and values of the Kelowna Women's Shelter Society and acommitment to respectful, inclusive, and values-driven leadership.

Assets include:

• Experiencewith volunteer engagement and leadership.
• Donorstewardship, fundraising, or community engagement experience.
• Socialmedia, marketing, or customer engagement expertise.
• Knowledgeof trauma-informed practice, gender-based violence, and the impacts of domesticabuse.

Additional Requirements

• Successful completion of aCriminal Record and Vulnerable Sector Check.
• Flexibility to work hoursaligned with store operations and business needs with valid drivers license andaccess to a vehicle
• Ability to perform thephysical requirements of a retail and donation-processing environment,including standing, walking, lifting, climbing stairs, and providing hands-onoperational support.
• Ability to workeffectively in a fast-paced environment with changing priorities andoperational demands.

Location: Thrift Store

Term: Full-Time Permanent

Hours of Work:

• 37.5 hours work week | SaturdayRotation
• Ability to work flexiblehours, may include occasional evenings

Pay: $32.50 to 35.95 perhour

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

Benefits:

• Dental
• Extended Health Care
• Pension Plan
• Paid Sick Leave
• Long Term Disability
• Outside of CanadaEmergency Travel Insurance
• Employee Family AssistanceProgram
• KWS Thrift Store Discount

KWS acknowledges we workon the traditional, ancestral and unceded territory of the syilx/OkanaganPeoples. We are grateful to live and work on these lands. We also recognizethat Indigenous women and girls continue to experience violence at rates far higherthan non-Indigenous people — and we are committed to listening, learning andworking with Indigenous partners to provide trauma-informed and culturally safecare.