Ready to turn retail operations into meaningful revenue and community impact?
The Manager, Retail Operations & Logistics provides strategic and operational leadership for UGM’s retail operations, including two thrift store locations and a central distribution centre. This role is accountable for growing retail revenue, strengthening store performance, improving operational efficiency, and maximizing the value of donated goods in support of UGM’s greater mission. Through effective merchandising, inventory flow, pricing practices, customer experience, and team leadership, the Manager ensures retail and production functions work together to achieve revenue goals while stewarding resources responsibly and creating meaningful work and training opportunities for individuals facing barriers to employment.
This is a permanent, full-time (37.5 hours per week) position. The starting range for this position is $79,443.00 to $86,814.00 per annum.
Main Duties & Responsibilities
- Lead day-to-day operations across all retail locations, ensuring strong sales, consistent merchandising, pricing standards, and an excellent customer experience.
- Track and evaluate store KPIs daily and weekly; use data and market trends to drive performance improvements and inform pricing and product strategies.
- Develop seasonal sales plans, promotional campaigns, and special events to increase foot traffic and revenue.
- Ensure stores are clean, organized, fully stocked, and visually merchandised to maximize commercial appeal and reflect UGM's values.
- Oversee all distribution centre functions: donations intake, sorting, pricing, warehousing, inventory flow, and logistics.
- Build and execute a GIK (Gift In Kind) procurement strategy, cultivating vendor and community partnerships to ensure a reliable donations supply.
- Manage inventory rotation and timely disposal of unsellable goods; distribute inventory to UGM programs and manage community giving stock.
- Manage budgets, forecasting, and variance analysis for all retail and distribution units; report regularly to senior management on financial and operational performance.
- Maintain internal fiscal controls across all sites: cash handling, POS reconciliation, safe counts, and deposit procedures.
- Track financial and social impact outcomes to demonstrate UGM's dual mandate of revenue generation and community benefit.
- In Partnership with P&C, Recruit, onboard, supervise, coach, and develop staff, volunteers, and program participants across all sites.
- Establish clear roles, accountability structures, and performance expectations; conduct regular evaluations and provide constructive feedback.
- Collaborate with Volunteer Resources about volunteer programs across all sites, including onboarding, scheduling, training, recognition, supervisor-supported engagement, escalated concerns, and a welcoming, UGM-aligned volunteer culture.
- Implement, optimize, and train staff on POS and inventory management systems across all locations.
- Ensure operational procedures are documented, current, and consistently applied across all sites.
- Collaborate with External Engagement teams to support GIK campaigns, seasonal drives, promotions, and community partnerships.
- Identify and analyze opportunities for retail expansion and development; present action plans and business cases to senior management.
- Develop marketing strategies in collaboration with Marketing— including social media, local events, and outreach — to grow the customer base and increase store traffic.
- Stay current on resale industry trends and best practices through ongoing professional development.
- Adhere to and enforce all UGM policies and procedures across all sites, including Occupational Health and Safety requirements.
- Perform other duties as assigned by senior leadership.
KSA’s
- Support UGM’s Mission Statement (see www.ugm.ca) and Statement of Faith.
- Ability to maintain a high level of confidentiality within the organization and its clientele.
- Minimum 5 years of progressive retail or operations management experience, including merchandising, pricing, inventory control, and multi-site operations; knowledge of thrift, resale, or social enterprise retail is a strong asset.
- A degree or diploma in Business Administration, Retail Management, or a related field is preferred; however, a combination of relevant education and hands-on experience in retail or operations management will be considered.
- Valid Class 5 drivers’ license required.
- Proven ability to lead, coach, and develop teams across multiple locations — including staff, volunteers, and individuals facing barriers to employment — fostering accountability, dignity, and a trauma-informed workplace culture.
- Demonstrated ability to manage budgets, analyze P&L statements, and use financial data to drive operational decisions, including cash handling controls, POS reconciliation, and financial reporting.
- Experience overseeing warehouse, distribution, or donations processing operations, with the ability to develop and implement standard operating procedures across multiple sites.
- Strong written and verbal communication skills with the ability to engage effectively across all levels of an organization, with external partners, and in public-facing community settings.
- Demonstrated commitment to equity, inclusion, and trauma-informed practice, with a genuine passion for walking alongside people experiencing poverty, homelessness, and addiction on their journey toward stability and employment.
Working Conditions
Work is generally performed indoors within a retail environment, with standard office equipment available, with working time to time in a warehouse setting.
Work is generally sedentary in nature, but may require standing, walking or reaching for up to 30% of the time. Employee is required to look at a computer screen and use a keyboard for up to 70% of the time. The employee is required to see, talk and hear.
This position is required to work in an environment often dealing with clients in crisis situations brought about by diverse problems. The ability to function independently and frequently under pressure, while managing multiple concurrent tasks including emergency situations is an ongoing expectation of this position.
This position works a day shift. Some weekend or evening work may be required. Moderate overtime may be required. Work on statutory holidays may be required.
Hazards are considered minor and controllable.
Due to the nature of the job, and our commitment to a safe environment, the candidate is subject to a criminal record check and must provide a Driver’s Abstract.