Associate Director, Retail Operations - Illini Union

Job Summary

Provide visionary leadership and strategic direction for Illini Union Retail, ensuring financial sustainability, service excellence, and continuous innovation within the evolving academic mission of the University, leveraging emerging retail trends and technologies, and driving innovative solutions that enhance the campus retail experience.

Duties & Responsibilities

• Planning & Strategic Leadership

• Provide vision and strategic leadership in the development and execution of a comprehensive retail strategy that supports the academic environment, enhances customer experience, and advances the Illini Union’s mission.

• Direct, establish and evaluate the strategic direction, goal setting, and long-range planning for all retail departments.

• Lead innovation initiatives by assessing trends in collegiate and omni-channel retail, piloting new products, serves, delivery models, technologies, and space utilization strategies.

• Establish adaptable customer service standards that respond to changing campus demographics, learning modalities, and expectations.

• Direct all retail advertising and promotional strategy in collaboration with the Shared AHW Marketing Department, including integrated marketing campaigns, digital engagement strategies, and signature promotional events.

• Operations & People Leadership

• Foster a culture of collaboration, innovation, accountability, and inclusion that supports professional growth, employee engagement, and high-performing teams.

• Lead, mentor, train, supervise, and evaluate direct reports.

• Responsible for succession planning and leadership development within retail departments.

• Delegate responsibilities and establish operational structures that ensure efficient, customer-focused service delivery across multiple retail locations.

• Develop staffing models and service levels that align with fiscal responsibility, customer demand, and peak operational cycles.

• Direct day-to-day retail operations, including service delivery, revenue generation, budget control, and staff management across all units.

• Respond proactively to operational challenges by utilizing internal and external resources and implementing continuous improvement practices.

• Direct installation, enhancement, and optimization of retail technologies, including POS systems, ecommerce platforms, inventory controls, and customer engagement tools.

• Financial Management

• Provide strategic oversight of merchandise planning, procurement, pricing, sustainable initiatives and vendor negotiations to ensure quality, value, and timely delivery.

• Establish inventory controls and turnover targets that balance customer needs with financial efficiency.

• Develop, plan and manage the annual physical inventory process across all retail locations.

• Direct comprehensive analysis of sales, expense, and inventory trends; oversee preparation of variance analyses and strategic financial reports to inform executive decision-making for all departments.

• Identify opportunities to enhance revenue streams and operational efficiencies through innovation and data-informed decision making.

• Meet, or exceed, established revenue goals.

• Administration & External Engagement

• Serve as an advisory member of the Bookstore Faculty Liaison Committee and collaborate with academic partners to support instructional needs.
• Represent the Illini Union through active participation in university, state, regional, and national professional associations, remaining current on best practices and emerging trends.
• Collaborate across Illini Union departments to ensure an integrated retail and hospitality experience.
• Perform other related duties as assigned.

Work Schedule, Travel, or Other Job Expectations

This is a mainly on-site position. Limited, short-term hybrid work may be approved by the supervisor under exigent circumstances. Majority of work is performed in an office and retail-floor environment. Position involves frequent interruptions and competing priorities and frequent activity on the retail floor and in storage areas. Occasional overnight travel is required.