Role Summary
The Executive / Senior Executive, Retail Operations (New2U)is responsible for the day-to-day operational management of SCWO's New2U ThriftShop, with a focus on inventory management, store operations, process discipline, and SOP implementation.
This role plays a critical part in ensuring the thrift shop operates efficiently and consistently by overseeing stock intake, sorting, pricing workflow, merchandising coordination, and operational readiness. The role is accountable for building structure, improving operational processes, and supporting revenue growth through stronger retail execution.
The role works closely with the Community Partnerships function to ensure volunteers are deployed effectively to support store needs, while maintaining clear ownership of operational standards, inventory control, and shop-floor coordination.
This is a fully onsite role and requires the incumbent to work 5 days onsite, Monday to Friday, due to the operational nature of the position. The role is also required to support New2U Comes to You and other offsite New2U initiatives, including transport coordination, set-up, tear-down, and operational logistics.
Key Responsibilities
1. Retail Operations Management
- Oversee the day-to-day operations of the New2U Thrift Shop to ensure smooth and efficient running of the store.
- Ensure the store is operationally ready during opening hours, including shop-floor set-up, manpower coordination, and overall readiness.
- Monitor store presentation, cleanliness, workflow, and service standards to maintain a positive customer experience.
- Identify and resolve operational issues in a timely manner to minimise disruption and improve efficiency.
- Support the implementation of practical improvements to strengthen store operations and drive revenue growth.
2. Inventory Management
- Take full ownership of inventory management processes, including donation intake, sorting, categorisation, pricing workflow, stock movement, stock storage, and replenishment.
- Maintain accurate inventory records and ensure stock is properly tracked and accounted for.
- Monitor stock flow and identify bottlenecks, slow-moving items, excess stock, and gaps in stock handling processes.
- Work with relevant team members to improve inventory systems and controls.
- Ensure donated items are processed efficiently and prepared for sale in a timely and organised manner.
3. SOP Development and Process Compliance
- Develop, document, implement, and refine SOPs for New2U store operations.
- Establish clear procedures for donation handling, sorting, pricing, tagging, display, storage, and shop-floor processes.
- Ensure staff and volunteers understand and adhere to operational procedures and standards.
- Monitor compliance with SOPs and recommend process improvements where needed.
- Build consistency and accountability across the back-end and front-end operations of the thrift shop.
4. Volunteer Coordination for Store Operations
- Work closely with the Community Partnerships function to ensure volunteers are appropriately deployed to support operational needs at New2U.
- Provide on-the-ground guidance and direction to volunteers involved in sorting, tagging, merchandising, restocking, and store upkeep.
- Communicate volunteer manpower needs clearly and in advance.
- Support operational briefings and training for volunteers from a store execution perspective.
5. Sales and Store Performance Support
- Support the implementation of in-store strategies to improve sales performance and stock movement.
- Work on pricing discipline, merchandise rotation, display readiness, and shop-floor organisation to maximise sales opportunities.
- Track and monitor key operational and retail performance indicators, including stock flow, processing turnaround, and store readiness.
- Prepare regular updates and recommendations to improve operational efficiency and retail performance.
6. New2U Comes to You / Offsite Initiative Support
- Support the planning and operational execution of New2U Comes to You and other offsite New2U initiatives.
- Coordinate and assist with transport, loading and unloading, set-up, tear-down, and logistics required for offsite sales, pop-ups, roadshows, donation drives, and related activities.
- Prepare inventory, materials, fixtures, and operational supplies required for such initiatives.
- Ensure operational readiness before, during, and after each event or activation.
- Work with internal teams, volunteers, drivers, and vendors as needed to support smooth execution of these initiatives.
- Support any other New2U-related initiatives as assigned, including operational and logistical support.
7. Administrative Duties
- Prepare reports and presentations on retail operations, inventory status, and store performance, providing insights and recommendations for improvement.
- Assist in the development and management of budgets related to store operations, supplies, and operational improvements.
- Maintain proper records on inventory, stock movement, operational issues, and volunteer deployment for store-related tasks.
- Support the organisation in other administrative tasks and special projects related to New2U as needed.
Requirements
- Bachelor's degree or diploma in Retail Management, Business, Operations, Logistics, or a related field.
- 2-4 years of relevant experience in retail operations, store management, inventory control, or merchandising.
- Experience in thrift, resale, charity retail, or customer-facing retail operations is an advantage.
- Strong knowledge of inventory handling, stock control, and retail process management.
- Strong organisational and multitasking abilities, with keen attention to detail.
- Ability to work independently and as part of a team in a dynamic and fast-paced environment.
- Comfortable working in a hands-on role with day-to-day operational accountability.
- Good interpersonal and communication skills, with the ability to work effectively with volunteers, customers, donors, and internal stakeholders.
- Proficiency in Microsoft Office Suite familiarity with POS systems, inventory tools, or retail tracking systems is an advantage.
- Passion for community service and commitment to the organisation's mission.
- Able to multitask, solve operational problems, and take initiative.
- Volunteering and/or non-profit experience is preferred.
- Experience in the People-Private-Public sector will be an added advantage.
- Must be able to work fully onsite, Monday to Friday. This role is not eligible for hybrid work arrangements.
- Willingness to support offsite New2U initiatives, including transport coordination, set-up, and operational logistics.
- Singaporeans and Permanent Residents only.
Key Competencies
- Retail Operations Management: Ability to manage day-to-day store operations effectively and efficiently.
- Inventory Control: Strong capability in stock handling, tracking, replenishment, and process discipline.
- Process Improvement: Ability to develop, implement, and refine SOPs to improve operational consistency.
- Problem-Solving: Capable of addressing operational issues quickly and effectively.
- Communication: Strong written and verbal communication skills, with the ability to coordinate across staff, volunteers, and stakeholders.
- Customer Service Orientation: Dedicated to maintaining a positive and efficient customer experience in-store.
- Time Management: Efficiently manages time and prioritises tasks to meet deadlines and operational needs.
- Accountability: Takes ownership of store processes and ensures operational standards are maintained.
.This role is not eligible for hybrid work arrangements.
.Must be able to work fully onsite, Monday to Friday.
