Assistant Manager- Resale Shop

About the role

The Assistant Manager will lead day-to-day operations of The Family Place Resale Shop, driving revenue generation through strategic merchandise management, visual merchandising excellence, and exceptional customer service. You will model leadership excellence through active listening, clear communication, empathetic conflict resolution, and a positive, team-focused attitude. Making independent decisions that keep operations running smoothly while creating a welcoming environment for customers, donors, and survivors accessing our voucher program.

Responsibilities

• Coordinate sales and donation efforts, reviewing performance metrics and operational needs.
• Create attractive, well-organized sales floor displays that drive customer engagement and sales.
• Ensure the sales floor maintains a secure, clean, and convenient layout with strategic merchandise rotation.
• Evaluate market trends and competitive pricing, adjusting strategies to maximize revenue.
• Monitor daily workflow and team performance, providing support and coverage as needed.
• Serve as Manager on Duty in the absence of the Resale Shop Manager.
• Oversee point-of-sale staffing and ensure efficient checkout operations.
• Track operational data and prepare timely, accurate reports.
• Assist with interviewing, screening, and evaluating volunteer placements.
• Provide training to staff and volunteers on policies, procedures, and best practices.
• Communicate with community service organization liaisons regarding volunteer coordination.
• Coach team members to ensure compliance and performance standards.
• Deliver exceptional customer service, answering phones and correspondence professionally.
• Assist customers with merchandise questions and process sales transactions.
• Handle customer inquiries and resolve issues with professionalism and courtesy.
• Identify and develop relationships with donors for goods and services.
• Coordinate donation drives, including receipt, distribution, and reporting of donated items.
• Serve as liaison between Resale Shop and donor community.
• Cultivate ongoing donor relationships to support sustainable giving.
• Work with clients and staff to coordinate and process merchandise vouchers for survivors.
• Ensure trauma-informed, dignified service for clients accessing the voucher program.
• Maintain confidentiality and respect when serving survivors.
• Perform other job-related duties as assigned.