Vice President of Retail

Key responsibilities

• Develop and execute a multi-year retail growth strategy with measurable KPIs for revenue, expense control, and profitability.
• Establish and manage monthly, quarterly, and annual performance targets by store and department, holding teams accountable through dashboards and performance reviews.
• Partner with Finance to manage and forecast multi-million-dollar budgets, ensuring profitability within ±3% of target.
• Lead quarterly business reviews (QBRs) to assess results, implement corrective actions, and ensure alignment with organizational goals.
• Create, implement, and maintain comprehensive Standard Operating Procedures (SOPs) across all areas of retail — including store operations, donations, logistics, warehouse, transportation, merchandising, and customer service.
• Ensure all SOPs are documented, easily accessible, and consistently applied to drive efficiency, compliance, and brand consistency statewide.
• Streamline and standardize all retail operations — including opening/closing procedures, inventory flow, point-of-sale processes, and safety protocols.
• Oversee facilities management, camera and security systems, IT infrastructure, and asset protection programs to ensure efficient, compliant, and safe operations.
• Implement standardized training and operational checklists tied directly to SOPs to ensure 100% compliance with company standards.
• Launch continuous improvement initiatives focused on cost control, productivity, and store presentation.
• Build a high-performing retail leadership team (District Managers, Store Managers, and Department Leads) that takes ownership of their results.
• Develop and implement standardized onboarding and training programs from frontline employees through management.
• Empower store and department leaders to understand, track, and own their KPIs — including sales, donations, expenses, productivity, and customer satisfaction.
• Partner with HR to establish leadership development pipelines, recognition programs, and staff appreciation initiatives to strengthen engagement and retention.
• Oversee the full product lifecycle — from donation intake and processing to sales floor presentation and end-of-life recycling.
• Optimize logistics operations for maximum efficiency in transportation, warehousing, and product turnaround time.
• Maintain strong quality and merchandising standards that reflect brand integrity and community impact.
• Ensure consistent excellent customer experience across all stores through training, feedback loops, and performance metrics.
• Drive mission awareness across the retail enterprise, ensuring employees and customers understand how retail success fuels community programs and employment opportunities.

Job criteria

• Bachelor's degree required, advanced degree in Business Administration, Retail Management, Finance, or related field preferred.
• Minimum 5+ years of progressive, results-driven leadership experience in business development and retail operations, with a proven ability to lead teams, drive performance, and deliver measurable growth.
• Training in or willingness to become training Goodwill Industries International Donation Goods Retail Model.

Leadership Competencies

• Strategic Execution: Turns strategy into measurable, operational reality.
• Operational Mastery: Deep understanding of retail operations, logistics, and facilities management.
• SOP & Systems Thinking: Builds frameworks and documentation that ensure consistency, accountability, and scalability.
• People Leadership: Coaches and empowers teams to take ownership of results.
• Financial Stewardship: Expert in driving profitability through disciplined management.
• Innovation & Improvement: Constantly refines systems and processes for efficiency.
• Mission Alignment: Balances business performance with social impact.

Performance & KPI Expectations

• Category Target/KPI
• Revenue Growth 8-12% year-over-year growth across retail portfolio
• Expense Control Maintain within ±3% of approved annual budget
• Store Productivity 10%+ improvement in underperforming stores within 90 days
• Donations/Production 100% of production targets met; maintain 50%+ textile sell-through
• Customer Experience 90%+ satisfaction rating and annual complaint reduction
• Staff Engagement 90-day retention of new hires >85%; store-level vacancy
• Safety and Compliance 100% adherence to safety, loss prevention, and facility audits
• Leadership Development Year-over-year increase in internal promotions and leadership training completion
• SOP Compliance All retail locations achieving 100% adherence to documented SOPs by year-end