Senior Associate Director for Retail Operations

Duties & Responsibilities

• Strategic leadership, innovation, and supervision
  • Lead the vision, strategy, and continuous evolution of the Illini Union’s retail portfolio, with a focus on creating and implementing new, high-growth concepts and business models that expand and diversify revenue streams.
  • Use data analytics, market research, customer and student insights to identify emerging trends, technologies, and consumer behaviors, ensuring the Illini Union remains a trendsetter in campus retail and hospitality.
    Build and sustain a culture of innovation and experimentation, encouraging staff and students to pilot new ideas, test concepts, and submit creative concept proposals based on results and feedback.
  • Provide executive-level leadership, supervision, and coaching to professional staff and student employees, modeling inclusive leadership, continuous learning, and design and support professional growth plans that build staff capacity in key areas such as leadership, change management, financial stewardship, and development of contemporary retail practices such as e-commerce and digital engagement.
    Lead long-range strategic planning, goal setting, establishing priorities and ensuring alignment for retail operations and actively contribute to Illini Union-wide and Student Affairs strategic visioning, goal setting, and organizational initiatives.
  • Research, develop, and direct special projects and strategic initiatives as assigned by the Executive Director and/or Vice Chancellor’s Office, including cross-unit and cross-divisional efforts.
    Represent the Illini Union on university, Student Affairs, and campus-wide committees and task forces, serving as a visible, influential partner and advocate for the role of retail and auxiliary services in student experience and success.
  • Compile and interpret data, surveys, assessments, and market analyses to inform decision-making, support future retail development, and articulate impact to Illini Union and Student Affairs leadership.
    Serve as a senior leader for the Illini Union, assuming responsibilities of the Executive Director in their absence, in collaboration with other senior leaders.
  • Collaborate closely with the Illini Union Board and other student programming entities to understand current and emerging student needs, preferences, and trends in retail, dining, and campus life.
    Attend full Board meetings and selected committee meetings, participating as an ex-officio, non-voting partner who brings market and operational insight to student-led initiatives.
  • Create intentional opportunities for Illini Union programming board members and other student leaders to engage in real-world learning related to retail operations, entrepreneurship, innovation, marketing, and financial decision-making.
  • Integrate student leadership development outcomes into retail projects (e.g., concept development, pop-up shops, pilot programs), providing mentorship and feedback that enhances students’ professional competencies and career readiness.
• Operational excellence and service culture
  • Establish, model, and continuously elevate standards for responsive, high-impact hospitality that affirm the different identities and needs of students and the broader campus and community.
  • Ensure that all retail operations maintain a strong customer experience focus, including service design, space utilization, accessibility, and integration of digital tools and platforms.
  • Develop, clarify, and enforce retail policies, procedures, and operational frameworks that support accountability, consistency, ethical practice, and regulatory compliance.
  • Lead efforts to streamline operations, optimize workflows, and leverage technology (e.g., point-of-sale systems, inventory platforms, online ordering, and analytics) to enhance efficiency and decision-making.
  • Partner with campus units such as Facilities, Marketing/Communications, Technology Services, and Risk Management to ensure safe, effective, and future-ready operations.
  • Research and apply relevant university, state, and federal laws, regulations, and policies to retail operations, ensuring ongoing compliance and risk mitigation.
• Financial leadership and business development
  • Provide executive-level financial leadership for an approximately $21M retail portfolio, including long-range financial forecasting, P&L management, pricing strategies, and capital planning.
  • Lead the development, administration, and monitoring of annual operating budgets for all retail units, ensuring that revenue and expense targets are met or exceeded.
  • Approve departmental-level budgets and provide regular, transparent variance reports and financial dashboards to the Executive Director and other stakeholders.
  • Prioritize and recommend retail capital projects, facility enhancements, and technology investments, aligning resource allocation with strategic growth opportunities and student needs.
  • Conduct ongoing financial and market analysis of operational performance, developing and implementing action plans in response to opportunities and challenges.
  • Negotiate, manage, and evaluate complex vendor contracts, leases, and service agreements to ensure maximum value, flexibility, and alignment with institutional and Illini Union goals, the State Procurement Code, and OBFS policies and procedures.
  • Explore and cultivate new business partnerships, sponsorships, and collaborative ventures that enhance the Illini Union brand and create new revenue streams while maintaining mission alignment.
• Relationships and collaboration

• Act as advisor and ex-officio member of the Illini Union Bookstore Faculty Liaison Committee and other advisory bodies as assigned, fostering strong relationships with faculty and academic partners.
• Maintain proactive, collaborative relationships with campus stakeholders, including academic departments, student organizations, alumni relations, athletics, and community partners, to elevate the visibility and impact of Illini Union retail operations.
• Engage daily with university colleagues and staff to coordinate services, resolve issues, and identify opportunities to enhance the integrated Illini Union experience.