Associate Director of Retail - Boston

About the Organization

More Than Words (MTW) is a nonprofit social enterprise that empowers youth who are in the foster care system, court involved, homeless, or out of school to take charge of their lives by taking charge of a business. By working as a team to manage their own retail and online used book business and community space, youth develop the employment skills, leadership, and self-confidence they need to successfully transition to adulthood.

MTW is an exemplary organization that has continually held up a mirror to identify areas for improvement and accountability; that ethic is part of the culture and fabric of MTW and it extends to our commitment to ensure our staff and board reflect the racial and ethnic diversity and lived experiences of the young adults we are privileged to serve. People of color are highly encouraged to apply.

The Opportunity

The Associate Director of Retail reports to the Director of Business Operations, works in partnership with the Associate Directors of the Boston Site, supervises business staff, interns and additional staff when applicable, and serves as a role model and professional resource for youth. This position offers an exciting opportunity for an individual with a high degree of social responsibility and an orientation to high performance to join a growing organization that combines “doing good, while doing well.”

Key responsibilities of this position include:

Operational Management (Retail):

• Provides operational leadership, management, and oversight for all aspects of the Boston retail brick and mortar space, as well as our mobile bookstore and pop-ups
• Ensures sustainability, growth, customer satisfaction, while meeting articulated financial, performance and quality standards
• Tracks key performance indicators and applies analysis to merchandising and sales strategies with data informed decision making
• Responsible for cultivating, inventorying, and merchandising selection of used books, thrift clothing, new books, and gift products from other social enterprises, mission fit organizations, and businesses in partnership with youth team
• Coordinates with Associate Director of Events to ensure good communication around rental calendar, space clears/closures, and events coverage
• Manages training and systems for routine and seasonal display rotations – idea generation, promotions, and displays
• Assists in cultivating content for marketing promotions in partnership with the marketing team to ensure retail sales and store activations are advertised
• Responsible for recruiting, training, supervising and evaluating staff, interns and volunteers in alignment with organizational priorities and goals. Developing others, giving and receiving feedback, and promptly addressing performance to ensure consistent team oversight
• Works in partnership with Director of Business Operations to prioritize, delegate, and set performance expectations in accordance with core competencies and KPI’s
• Establishes and monitors operational, performance, and safety standards/policies
• Provides training and professional development as needed and ensures that mechanisms are in place to foster and monitor accountability
• Responsible for all scheduling to ensure full coverage and to meet customer needs, including staffing shifts on a regular basis and as needed
• Serves as a member of the site senior management team to identify and develop strategies, processes to grow the enterprise, improve operations, communications and sustainability
• Ensures all training and systems are in place to provide exemplary customer service and feedback from customers and clients, and foster an inclusive environment for customers and team members
• Responsible for site specific administrative functions, including, but not limited to scheduling, financial management, analyses and reporting, facilities, and technology

Managing Youth Employment:

• Supports staff to manage youth training, schedule, and youth meetings
• Ensures integration between the youth services and business components in alignment with the MTW core model
• Work alongside youth on operations shifts to provide ongoing training, feedback and support to improve performance in online operations
• Hold youth employees accountable for all safety, policies and performance including attendance, punctuality, professionalism and efficiency with tasks on shift

Key Qualifications:

• A high school diploma, GED or significant work experience is required.
• A four-year college degree is preferred, or relevant work experience may be considered in lieu of a college degree
• At least 5 years’ experience successfully managing retail operations, including managing budgets, vendors, clients, visual merchandising, and inventory reconciliation
• Experience with digital marketing, content creation, branding, and community outreach
• Must have ability to multi-task and think on numerous levels simultaneously (supporting individual youth, developing an empowering youth training model & managing a legitimate business)
• Must be responsible, flexible, hard-working, ethical, trustworthy, sincere and willing to hold youth accountable for their choices
• Must have strong communication skills, and ability to convey information up and down in alignment with organization and team decisions.
• Must have passion for sharing knowledge and skills with youth and empowering them to run the business
• A natural affinity for networking and demonstrated confidence and poise is essential for success, as is a strong customer-service orientation and willingness to be accountable
• Must be able to lift and carry boxes of books weighing over 25 pounds on a frequent basis

Preferred Qualifications:

• Experience with CRM cloud-based programs and inventory management programs
• Possess a valid driver’s license

To apply: Please include both resume and a cover letter

All of MTW’s sites are commuter friendly and are conveniently located near public transportation

Background Checks

More Than Words requires all staff, service members, volunteers, board members and youth over 18 years of age to undergo background checks. More Than Words is a CORI friendly organization and reviews CORIs on a case-by-case basis

MTW EEO Statement

MTW is an equal opportunity employer, fully committed to achieving a diverse and inclusive workplace that embraces and encourages applicants of every background. The organization's policy regarding equal employment opportunity means that all decisions regarding recruitment, hiring, benefits, wage and salary administration, scheduling, disciplinary action, and termination will be made without unlawful discrimination on the basis of sex, gender, race, color, age, national origin, religion, disability, medical condition, genetic information, marital status, sexual orientation, gender identity or expression, citizenship status, pregnancy or maternity, veteran status, or any other status protected by applicable federal, state or local law. If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the employee selection process, please direct your inquiries to HR@MTWyouth.org