Associate Director, Retail Operations & Transformation

Develop and implement consistent operational standards, policies and performance expectations across the network.

Partner with shop leaders to improve productivity, donation and inventory flow, merchandising, safety, customer service and donor experience.

Strengthen financial performance through revenue growth, cost management, budgeting, forecasting and operational efficiency.

Develop and monitor performance measures and dashboards, using data to identify opportunities, risks and performance challenges.

Monitor developments in retail, thrift, resale and social enterprise and identify practical opportunities for innovation and sustainable growth.

Coach and develop Thrift Shop Managers and emerging retail leaders, strengthening accountability and leadership consistency.

Collaborate with HR to identify and address training and employee development needs across the Thrift network.

Partner with HR and Shop Managers to develop and implement consistent onboarding, role-specific training, manager development and continuous learning programs.

Ensure new systems, processes and operational standards are supported by practical training, clear communication and ongoing reinforcement, and evaluate effectiveness to address capability gaps.

Support succession planning and the development of strong internal talent pipelines.

Improve collaboration and information sharing between shops and support departments.

Help employees and volunteers connect excellent retail performance with MCC's mission and community impact.

Model Christian maturity, humility, integrity and servant leadership in decisions and relationships.

Strategic and systems thinking: Connects operational decisions to long-term priorities and understands how changes affect the broader retail network.

Retail and business acumen: Understands retail performance, merchandising, customer experience, financial management and operational planning.

Transformation and change leadership: Creates direction, builds commitment and helps people adopt and sustain new systems and ways of working.

Execution and project leadership: Turns strategy into practical plans, coordinates complex initiatives and delivers measurable results.

People leadership: Develops managers, builds accountability and addresses leadership and performance challenges constructively.

Collaboration and communication: Builds trust, liaises effectively with leaders and support departments, and communicates clearly with employees, volunteers and senior leaders.

Data-informed decision-making: Uses financial and operational information to identify priorities, evaluate progress and improve performance.