Chief Retail Officer

Job Title: Chief Retail Officer (CRO)

Location: Goodwill Industries of the Chesapeake

Job Summary: The Chief Retail Officer (CRO) at Goodwill Industries of the Chesapeake will lead and oversee all retail and donation operations to drive growth, enhance operational efficiency, elevate the donor and customer experience, and ensure financial performance. The CRO will develop and implement strategic plans, manage daily operations, lead and develop the retail team, and collaborate with other departments to achieve organizational goals. This position ensures all activities align with the mission, vision, values, and brand of Goodwill Industries of the Chesapeake.

Key Responsibilities:

Strategic Planning and Execution:

• Develop and implement retail and donation strategies that align with business objectives.
• Identify growth opportunities and create action plans to enhance market presence, customer engagement, and donation maximization.
• Set goals for sales, profitability, customer satisfaction, and employee engagement.
• Lead change management initiatives for smooth transitions with new technologies and processes.

Operational Responsibilities:

Retail Store Management:

• Oversee operations of all retail locations, ensuring consistent execution of policies and standards.
• Identify and manage new goods program, pricing and purchasing strategies, and inventory management.
• Optimize store layouts, merchandising strategies, and displays.
• Drive growth and expansion of stores within the market, partnering with the CFO for real estate improvement and optimization strategies.
• Continuously improve the customer experience across all retail touchpoints, implementing feedback mechanisms and strategies to enhance customer loyalty.
• Metrics: Track expense to revenue ratios, average transaction value, customer conversion rates, production and sell-through rates, and revenue growth.

Ecommerce:

• Develop and implement ecommerce strategies to drive online sales on Shopgoodwill.com.
• Ensure seamless integration of online and offline retail operations.
• Develop and implement strategies for growth and expansion of online market share.
• Metrics: Track online sales growth, customer satisfaction scores, sell-through rates, and average transaction value.

Sustainability & Operations:

• Implement sustainable practices across all retail and donation operations.
• Develop process improvements to enhance productivity and reduce operational costs.
• Oversee warehousing, transportation, and logistics to ensure efficient operations.
• Metrics: Measure cost reduction initiatives and budget adherence.

Donation Acquisition:

• Develop and execute strategic and operational plans to improve and manage donation acquisition.
• Enhance the donor experience through exceptional service standards and personalized engagement.
• Implement feedback mechanisms to gather insights and drive donor-centric improvements.
• Metrics: Track donation volume, donor satisfaction scores, and retention rates.

Team Leadership and Development:

• Lead, mentor, and develop a team of regional and store managers.
• Conduct performance reviews and implement training programs.
• Metrics: Track employee turnover rate, training completion rate, and employee engagement scores.

Collaboration, Communication, Compliance, and Analytics:

• Work with marketing, finance, HR, and executive leadership to align strategies.
• Ensure compliance with company policies, industry regulations, and health and safety standards.
• Manage effective vendor relationships for all suppliers of products and services to retail division.
• Proactively manage risk by identifying potential issues and implementing preventative measures.
• Analyze sales data, customer feedback, and market trends to identify areas for improvement and implement corrective actions.
• Provide regular reports on operational performance, challenges, and opportunities to senior leadership.

Innovation and Trend Analysis:

• Stay updated on industry trends and best practices.
• Implement innovative solutions to enhance operations and customer engagement.
• Participate in industry conferences and networking events.

Financial Management:

• Develop and manage budgets and forecasts for all retail departments.
• Analyze financial reports and take corrective actions to achieve targets.
• Metrics: Evaluate profit margins, cost reduction initiatives, and ROI.

Education, Skills & Experience Requirements:

• Bachelor's degree in Business Administration or related field; Master's preferred.
• At least 10 years of leadership experience, with 5 years in a senior role in retail or multi-location operations.
• Strategic thinking with a focus on operational excellence and profitability.
• Excellent leadership, communication, and interpersonal skills.
• Strong financial acumen with experience in budgeting, forecasting, and P&L management.
• Analytical and problem-solving skills with experience in nonprofit organizations preferred.
• Proficiency in Word, Excel, PowerPoint, SharePoint, and Outlook.

EOE/MFDV

Goodwill Industries of the Chesapeake offer a wide range of benefits to employees! Click here for more info: https://goodwillches.org/about-us/goodwill-careers/