Description

General Overview

The Store Manager is responsible for the effective and profitable operation of a WINS thrift store. This position manages overall store operations under the direction of the Retail Business Manager, supervising team members, ensuring store presentation, merchandising and inventory rotation, customer service, sales, and administrative duties. The hands‑on role trains and supervises store teams and ensures a safe and healthy work environment.

Supervisory and Team Building

  • Foster a positive workplace and team environment through open communication
  • Motivate and inspire store team members and volunteers
  • Cross‑train store team members and volunteers to perform various tasks within the thrift store
  • Provide ongoing training, feedback and performance reviews for store team members
  • Provide leadership through modeling appropriate behaviours
  • Learn all job functions of the store and cover for various roles when required
  • Respect and comply with all WINS policies and procedures, ensuring employees are aware of and comply with the policies
  • Use appropriate discipline when required, as per WINS’ policies
  • Attend and participate in regular team meetings, communicating relevant events to the store team members

Store Presentation and Merchandising

  • Ensure a clean and organized store
  • Ensure proper signage and store displays are updated regularly
  • Ensure stock is rotated regularly and merchandise is organized and displayed to maximize sales
  • Operate the store to maximize product on the sales floor
  • Learn and train staff on product knowledge and merchandising
  • Ensure consistent and quality sorting and pricing of donations

Store Sales and Profitability

  • Maximize sales and ensure the store is achieving its sales target (budget)
  • Execute promotions and seasonal events to achieve targets
  • Ensure product pricing represents fair market value and company strategy
  • Establish sales objectives for store staff and monitor on a daily/weekly basis, as well as month‑to‑date and year‑to‑date
  • Build awareness of WINS and positive relationships with residents, businesses, and organizations in the neighborhood and community
  • Evaluate store sales on a daily/weekly basis and investigate any unusual sales fluctuations with the Retail Business Manager

Customer Service

  • Set an example in customer service for employees and volunteers, welcoming and responding to customers in a courteous and helpful manner
  • Ensure customer/volunteer/client concerns are addressed in a timely and professional manner
  • Create a non‑judgmental and supportive environment for WINS team members, volunteers, program participants and donors

Store Administration

  • Schedule store associates and volunteers to ensure effective coverage
  • Ensure timesheets and payroll for employees are completed daily
  • Maintain cash handling procedures and standards to record, balance, and deposit daily sales
  • Report and document any variances in cash
  • Ensure daily and monthly reports are completed in a timely and accurate manner
  • Order product and supplies and maintain appropriate supply levels

Health, Safety, and Security

  • Ensure and maintain a safe working environment for all team members in the store and volunteers
  • Report any workplace incidents promptly
  • Secure store premises daily
  • Ensure donations and garbage left outside store premises are picked up promptly
  • Implement and reinforce loss prevention processes and policies
  • Maintain store standards following all protocols and guidelines

Job Requirements

  • Must be legally eligible to work in Canada
  • Strong communication, interpersonal and coaching skills
  • Strong customer service focus with the ability to lead, motivate and supervise the team
  • Previous experience in a retail or customer service environment preferred
  • Post‑secondary education or equivalent combination of education and experience
  • Demonstrated ability to prioritize and multi‑task
  • Provide satisfactory results of Vulnerable Sector Search background check with Calgary Police Service
  • Must be physically fit with the ability to lift 50 lbs individually or 100 lbs as a member of a team
  • Must be able to stand for long periods of time throughout each shift
  • Must have the flexibility to be available to work a variety of shifts from Sunday to Saturday
  • Must be able to work at any WINS location

Education & Experience

  • Post‑secondary education or equivalent combination of education and experience
  • 3‑5 years of experience in a similar capacity in a retail or customer service environment

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