Retail Store Manager

Goodwill of the Olympics & Rainier Region; Kent (WA); On-site; USD 44,000 - 48,000; Full time

Job summary

Goodwill of the Olympics & Rainier Region is seeking a Retail Store Manager to supervise all retail staff and drive store performance. The role combines leadership of a traditional thrift store, a high-volume outlet, and salvage operations, with a focus on sales, donations, and customer experience.

You will manage budgets, KPIs, cash handling, and payroll, while coaching a team to deliver exceptional service, maintain store standards, and achieve business objectives in alignment with Goodwill's

Responsibilities

• Lead a complex, dual-operation retail environment consisting of a traditional thrift retail store, a high-volume outlet, and salvage operations
• Provide overall leadership and accountability for retail store, outlet, and salvage operations, ensuring achievement of sales, donation, customer service, and operational performance goals.
• Maximize sales performance through proper rotation, display/presentation, signage, and inventory levels.
• Ensure that quality customer service is presented and provided by employees in a timely and courteous manner to all shoppers, donors and other employees.
• Maintain sales floor and store appearance, cleanliness and shopping/working environment.
• Ensure the retail store maintains a clean, safe, organized, and welcoming environment that reflects company standards and enhances customer experience.
• Manage store financial performance, including budget oversight, labor management, expense control, and achievement of established sales and profitability goals.
• Monitor KPIs, analyze operational results, and implement action plans to improve retail store performance and productivity.
• Ensure compliance with cash handling procedures, vault access controls, register accountability, deposits, and required financial reporting.
• Lead, coach, and develop Assistant Store Managers, Supervisors, and hourly retail support team members to build a high-performing, engaged workforce.
• Manage employee performance through regular coaching, performance evaluations, development planning, recognition, and corrective action as needed.
• Ensure store audits, operational reviews, and compliance standards are completed and maintained at or above established company expectations.
• Oversee and coordinate store inventory processes, including inventory preparation, execution, reconciliation, and follow-up activities.
• Partner with production, inventory, and new goods teams to maintain a continuous flow of merchandise that supports sales goals and customer demand.
• Direct payroll administration, scheduling, and labor utilization to ensure accuracy, compliance, and alignment with budget expectations.
• Ensure employee records, timekeeping, wage adjustments, reimbursements, petty cash activity, and other personnel documentation are maintained accurately and in a timely manner.
• Oversee facility maintenance, equipment functionality, and building operations by coordinating maintenance requests and ensuring timely resolution of operational issues.
• Delegate responsibilities appropriately and hold retail leadership team members accountable for achieving operational, financial, and customer service objectives.
• Serve as the leader on duty and maintain overall accountability for retail store operations, including opening, closing, and emergency response procedures as required
• Actively participate in interviewing, onboarding, and training retail employees in accordance with Goodwill's hiring guidelines and practices.
• Provide leadership and accountability for retail store safety, security, and risk management, ensuring compliance with company policies and regulatory requirements.
• Promote awareness and adherence to all company policies related to asset protection, cash control, and operational compliance within the retail store environment.
• Investigate, document, and communicate security incidents and operational concerns as appropriate.
• Ensure Loss Prevention (LP) audits are completed and maintained at acceptable levels.
• Verify that security and safety systems are operational, including door locks, alarms, bank deposits, refunds, vouchers, and incident reporting procedures.
• Deliver and model exceptional customer service standards for a diverse customer base.
• Foster a positive, welcoming, and inclusive retail shopping experience for customers, donors, and employees.
• Resolve customer concerns professionally and efficiently while maintaining a focus on customer satisfaction and relationship building.

Job description

Our vision is that every person has the opportunity to learn, work, and thrive in all aspects of life.

To achieve our vision, we are committed to dismantling racism and advancing equity, diversity, and inclusion so we can help people reach their fullest potential through our education, job placement, and career pathway services. We do our work with great gratitude for the community donations, purchases, and partnerships that make our mission possible.

Position Summary:

The Retail Store Manager has direct supervision of all retail supervisors and hourly staff. They are responsible for overall operation, performance, and profitability of the store – having total store supervision daily. This position leads and develops store leadership and staff, drives sales and donation performance, manages operating budgets, and ensures compliance with all company policies and procedures. The Store Manager provides strategic direction for the store, builds a culture of accountability and customer service excellence, and is responsible for achieving business objectives through effective talent management and operational execution. The Store Manager aims to achieve sales, operational, staffing, and customer experience goals while supporting the mission and values of Goodwill.

Hourly Rate:

$32.05 - $34.72 per hour

Essential Duties and Responsibilities:

The Retail Store Manager responsibilities include the following and other duties as assigned:

Store Operations and Retail Leadership

• Lead a complex, dual-operation retail environment consisting of a traditional thrift retail store, a high-volume outlet, and salvage operations
• Provide overall leadership and accountability for retail store, outlet, and salvage operations, ensuring achievement of sales, donation, customer service, and operational performance goals.
• Maximize sales performance through proper rotation, display/presentation, signage, and inventory levels.
• Ensure that quality customer service is presented and provided by employees in a timely and courteous manner to all shoppers, donors and other employees.
• Maintain sales floor and store appearance, cleanliness and shopping/working environment.
• Ensure the retail store maintains a clean, safe, organized, and welcoming environment that reflects company standards and enhances customer experience.
• Manage store financial performance, including budget oversight, labor management, expense control, and achievement of established sales and profitability goals.
• Monitor key performance indicators (KPIs), analyze operational results, and implement action plans to improve retail store performance and productivity.
• Ensure compliance with cash handling procedures, vault access controls, register accountability, deposits, and required financial reporting.
• Lead, coach, and develop Assistant Store Managers, Supervisors, and hourly retail support team members to build a high-performing, engaged workforce.
• Manage employee performance through regular coaching, performance evaluations, development planning, recognition, and corrective action as needed.
• Ensure store audits, operational reviews, and compliance standards are completed and maintained at or above established company expectations.
• Oversee and coordinate store inventory processes, including inventory preparation, execution, reconciliation, and follow-up activities.
• Partner with production, inventory, and new goods teams to maintain a continuous flow of merchandise that supports sales goals and customer demand.
• Direct payroll administration, scheduling, and labor utilization to ensure accuracy, compliance, and alignment with budget expectations.
• Ensure employee records, timekeeping, wage adjustments, reimbursements, petty cash activity, and other personnel documentation are maintained accurately and in a timely manner.
• Oversee facility maintenance, equipment functionality, and building operations by coordinating maintenance requests and ensuring timely resolution of operational issues.
• Delegate responsibilities appropriately and hold retail leadership team members accountable for achieving operational, financial, and customer service objectives.
• Serve as the leader on duty and maintain overall accountability for retail store operations, including opening, closing, and emergency response procedures as required
• Actively participate in interviewing, onboarding, and training retail employees in accordance with Goodwill's hiring guidelines and practices.

Loss Prevention, Safety, & Asset Protection

• Provide leadership and accountability for retail store safety, security, and risk management, ensuring compliance with company policies and regulatory requirements.
• Promote awareness and adherence to all company policies related to asset protection, cash control, and operational compliance within the retail store environment.
• Investigate, document, and communicate security incidents and operational concerns as appropriate.
• Ensure Loss Prevention (LP) audits are completed and maintained at acceptable levels.
• Verify that security and safety systems are operational, including door locks, alarms, bank deposits, refunds, vouchers, and incident reporting procedures.

Customer Service

• Deliver and model exceptional customer service standards for a diverse customer base.
• Foster a positive, welcoming, and inclusive retail shopping experience for customers, donors, and employees.
• Resolve customer concerns professionally and efficiently while maintaining a focus on customer satisfaction and relationship building.