Retail Thrift Store Manager

Position Objectives:

Responsible for the smooth and effective operation of a smaller LISTEN Thrift Store location. This role leads daily store activities, supervises staff and volunteers, manages donation flow, ensures excellent customer and donor service. The Store Manager also works in close collaboration with the broader retail management team to ensure operational consistency, upholds organizational standards, and contributes to an exceptional experience for staff, customers, and community members. This position is central to generating revenue that supports LISTEN’s mission.

Responsibilities:

Staff and Operations Management

• Hire, train, schedule, and supervise store staff and volunteers.
• Maintains daily operational oversight and working in collaboration with retail management ensure consistent staffing coverage (e.g., use of the Float pool, volunteers and temporary workforce as needed).
• Foster a positive, mission-aligned workplace culture rooted in communication, accountability, and teamwork.
• Enforce organizational policies, safety standards, and performance expectations.
• Collaborate with other store managers and the Finance & Operations Director to align staffing models, workflows, and performance metrics.
• Support implementation of organization-wide retail strategies and ensure local compliance.

Sales and Customer Experience

• Drive store performance to meet or exceed sales and customer service goals.
• Ensure high standards for customer and donor service are consistently met.
• Oversee point-of-sale operations, cash handling, daily deposits, and reporting.
• Maintain clean, organized, and inviting store environments.
• Share insights and customer feedback with the retail leadership team.

Donations and Volunteer Engagement

• Supervise donation intake and processing to ensure efficiency and quality.
• Clearly communicate donation policies and maintain strong donor relationships.
• Work with Volunteer Services to recruit, train, and support volunteers.
• Create a supportive, inclusive environment that values community engagement.

Client Service and Referrals

• Ensure staff understand and follow voucher policies and referral procedures.
• Uphold confidentiality and professionalism when supporting LISTEN clients.
• Help connect customers to additional LISTEN services when appropriate.

Inventory and Merchandising

• Oversee donation flow from intake to pricing and floor placement.
• Ensure items are processed, priced, and rotated according to LISTEN guidelines.
• Maintain consistent, fair pricing practices and product standards.
• Design and refresh merchandise displays to optimize sales and enhance customer experience.
• Coordinate with other store managers to ensure inventory practices and merchandising align across locations.

Facilities, Safety and Security

• Ensure a clean, safe, and secure store environment.
• Follow best practices for loss prevention, cash handling, and emergency preparedness.
• Identify and report facility issues to appropriate management team members.

Other Duties

• Attend and participate in all staff meetings and training programs as requested.
• Other duties as assigned.

Requirements:

• Associate’s degree or equivalent
• 2+ years of experience in retail management or a similar supervisory role
• Knowledge of volunteer engagement strategies or community-based programming
• Demonstrated ability to lead teams with compassion, accountability, and consistency
• Proficiency with point-of-sale (POS) systems, basic inventory tools, and Microsoft Office (especially Excel and Outlook)
• Familiarity with inventory management systems, digital scheduling tools, or donor tracking software
• Experience managing daily cash operations, reconciling registers, and preparing deposits
• Ability to track and interpret basic financial reports (sales, labor, expense tracking)
• Excellent organizational skills, time management, and attention to detail
• Strong interpersonal effectiveness: able to build relationships, communicate clearly, handle conflict with tact, and foster inclusive teamwork
• Demonstrated ability to foster an environment of collaboration
• Customer service orientation and problem-solving ability
• Ability to uphold confidentiality and represent LISTEN’s mission and values
• Must be able to pass a background check

Physical Requirements:

• Active retail environment; must be able to stand, bend, and lift up to 50 lbs regularly.
• Weekend or evening availability may be required for store needs.

LISTEN Community Services is an Equal Opportunity Employer

LISTEN Community Services, founded in 1972, is one of the Upper Valley region's most comprehensive social service organizations. LISTEN provides services and support to meet the critical needs of Upper Valley individuals and families in 26 area communities. At LISTEN we are passionate about helping families and individuals secure the resources that they need to be safe, fed, and housed. 

www.listencs.org