Senior Director of Retail

Senior Director of Retail

$110,000-140,000 with bonus eligibility

JOB SUMMARY

The Senior Director of Retail has a strategic role responsible for leading the vision, performance, and alignment of the organization’s retail operations. Overseeing donation processing, merchandising, sales, customer experience, and talent development, this role drives innovation, financial stewardship, and cross-functional collaboration. With both strategic foresight and operational agility, the Senior Director influences organizational direction, positions retail as a catalyst for mission advancement and sustainable growth, and partners with leaders across eCommerce, Operations & Sustainability, and other departments to align retail with long-term strategy.

ESSENTIAL DUTIES & RESPONSIBILITIES

Strategic Leadership & Planning

• Provide organizational-level leadership and oversight for all retail operations, ensuring alignment with mission, financial goals, and community impact.
• Develop and execute strategies that drive 8–12% year-over-year sales growth, leveraging data and market insights.
• Ensure production targets are consistently met across the organization, maintaining 100% achievement, while sustaining textile sell-through rates at or above 50% to guarantee high-quality merchandise and support a 5% increase in average transaction value. Drive company-wide round-up participation to a minimum of 40%, reinforcing our commitment to community support and engagement.
• Develop and manage multi-million-dollar budgets, analyze financial performance, and drive profitability through data-informed decision-making, maintaining financial performance within ±5% of budget.
• Contribute to organization-wide strategic planning and policy development, launching at least 2 major initiatives annually to enhance efficiency or customer experience.
• Collaborate with real estate and executive leadership to evaluate and select new store locations using market intelligence, demographic analysis, and long-range forecasting.

Operational Oversight

• Lead execution of organizational initiatives by identifying trends, proposing solutions, and driving results with urgency and ownership.
• Oversee store performance, implementing strategies to improve productivity, customer satisfaction, and revenue; achieve 10% improvement in underperforming stores within 90 days.
• Represent retail operations in board-level discussions and cross-functional leadership forums.

Team Development & Performance Management

• Build and lead a high-performing team culture focused on innovation, accountability, and continuous improvement.
• Strengthen leadership pipeline through coaching, training, and succession planning; increase internal promotion rates year-over-year.
• Partner with HR to maintain store-level vacancy rates below 15% and empower managers to lead with influence and cross-functional collaboration.

Customer Experience & Brand Standards

• Ensure consistent, high-quality customer service across all locations; reduce complaints annually through proactive training and resolution.
• Maintain brand integrity and ensure stores are consistently stocked with high-quality, mission-aligned products through effective merchandising strategies, ensuring 100% implementation of seasonal plans and promotional campaigns.

Compliance & Risk Management

• Ensure 100% compliance with safety, loss prevention, and company policies through audits, training, and proactive risk mitigation.
• Lead annual reviews of retail audits and procedures, partnering with HR and Loss Prevention, and other departments as needed to collaboratively review and update documents.

Cross-Functional Collaboration

• Foster strong partnerships with internal stakeholders including Finance, eCommerce, Operations & Sustainability, and other departments to align retail strategies.
• Lead cross-functional meetings and training sessions to promote transparency, alignment, and shared accountability.

 EDUCATION AND EXPERIENCE

• High School diploma/GED is required; a bachelor’s degree in business, retail management, or related discipline is strongly preferred
• Minimum of 8–10 years of progressive retail leadership experience, including multi-unit management, strategic planning, and executive-level decision-making.
• Demonstrated experience leading large teams and managing complex, multi-site operations

SCOPE OF SUPERVISION

• Direct supervision of the Merchandising Manager and Regional Directors
• Indirectly oversees a diverse team of retail staff across all retail locations and functions.

CERTIFICATES, LICENSES, REGISTRATIONS

• Must possess a valid, unrestricted driver’s license and meet Maryland insurance requirements.

KEY COMPETENCIES AND QUALIFICATIONS

• Visionary leadership with the ability to translate strategic goals into operational success.
• Executive presence with the ability to influence, inspire, and align diverse stakeholders.
• Strong financial acumen, including budgeting, forecasting, and performance analysis.
• Demonstrated ability to build and sustain collaborative relationships across departments and organizational levels.
• High level of initiative, with a proactive approach to innovation, problem-solving, and execution.
• Skilled in coaching and developing high-performing, cross-functional teams.
• Excellent communication, negotiation, and interpersonal skills.
• Proficient in Microsoft Office Suite and retail management systems.
• Deep understanding of merchandising principles, customer engagement, and market dynamics.
• Commitment to diversity, equity, and inclusion, with the ability to lead diverse teams and serve diverse communities.

PHYSICAL REQUIREMENTS:

          Sedentary

Lifting to 10 pounds maximum and occasionally lifting and/or carrying such articles as dockets, ledgers and files.  Walking and standing are occasionally required.   Frequently required to use hands and fingers to hold, handle and feel objects, knobs, keys and/or buttons.

Light

Lifting up to 20 pounds maximum with frequent lifting and/or carrying objects weighing up to 10 pounds.  May be required to regularly stand for extended periods of time, walk, reach with hands/arms with full range of motion, climb or balance, stoop, kneel, crouch or crawl, push or pull.  Regularly required to talk and hear.  Frequently required to use hands and fingers to hold, handle and feel objects, knobs, keys and/or buttons.  

  Medium

Lifting up to 50 pounds maximum with frequent lifting and/or carrying of objects weighing up to 25 pounds.  May be required to regularly stand for extended periods of time, walk, reach with hands/arms with full range of motion, climb or balance, stoop, kneel, crouch or crawl, push or pull.  Regularly required to talk and hear.  Frequently required to use hands and fingers to hold, handle and feel objects, knobs, keys and/or buttons.  

  Heavy

Lifting up to 100 pounds maximum with frequent lifting and/or carrying objects weighing up to 50 pounds.  May be required to regularly stand for extended periods of time, walk, reach with hands/arms with full range of motion, climb or balance, stoop, kneel, crouch or crawl, push or pull.  Regularly required to talk and hear.  Frequently required to use hands and fingers to hold, handle and feel objects, knobs, keys and/or buttons.      

TRAVEL REQUIREMENTS:

Travel is defined as travel to all areas within Goodwill’s territory (Cecil, Harford, Baltimore, Howard, and Anne Arundel Counties, Baltimore City and the entire Eastern Shore of Maryland).  In some cases, long-distance travel, including overnights, may be required but is typically planned in advance.  In some cases, travel may be unplanned.  

           None

          Up to 25% of working time

          Up to 50% of working time

          Up to 75% of working time

          More than 75% of working time

          Must have access to personal vehicle

          Company vehicle to be provided for business related travel. Required to operate vehicle in safe and lawful manner and according to company policy

WORK ENVIRONMENT:

           Limited

General office environment where the employee is infrequently exposed to moving mechanical parts, wet and/or humid conditions, fumes, airborne particles or outside weather conditions.  The noise level is usually quiet. 

 X Moderate

The position involves possible exposure to moving mechanical parts, wet or humid environments, fumes or airborne particles, and outdoor weather conditions.   The noise level is usually moderate. 

  High

Employee often works near moving mechanical parts.    The employee often works in wet, humid, or outdoor conditions and may be exposed to fumes or airborne particles.   Employees occasionally work at heights and may face electrical shock or vibration risks.   The noise level is usually loud. 

EOE. Including Disability/Vets

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/