Key Holders & Retail Management

Position: Retail Keyholder
Reports To: Retail Store Manager
Collaborates With: Assistant Manager, Volunteer Coordinator, Processing Center Team

The Retail Keyholder at St. Vincent de Paul Northern Kentucky provides floor leadership and supports daily retail operations while upholding the values of service, dignity, and compassion. This is a highly engaged, mission-focused role that ensures smooth day-to-day functions in the absence of management and helps create a welcoming, respectful environment for customers, donors, team members, and volunteers. As the acting manager on duty, the Keyholder leads the shift, enforces store policies, and responds to customer needs with professionalism and care.

Greet customers and donors with warmth, professionalism, and gratitude

Assist customers with purchases, questions, and concerns, using empathy and problem‑solving

Reinforce SVdP’s mission by communicating the impact of shopping, donating, and volunteering

Treat all neighbors in need with dignity and provide appropriate program referrals

Support team members during shifts, providing guidance on store tasks, customer service, and donations

Provide break and register coverage as needed to ensure smooth operations

Serve as the acting manager on duty when assigned, leading the shift with professionalism and ensuring smooth, mission‑aligned store operations

Use sound judgment to address customer or operational issues in real time, and elevate critical matters to leadership when needed

Support peer‑to‑peer task training by guiding new team members and volunteers during shift responsibilities and store procedures

Enforce store policies and elevate concerns or incidents to leadership as needed

Provide feedback to the Assistant Manager or Store Manager about staff performance and training needs observed during shifts.

Communicate shift notes and key issues to the Store Manager or Assistant Manager

Retail Operations

Perform opening and closing responsibilities in alignment with store procedures

Assist with register balancing, safe counts, deposits, and shift transitions

Maintain a clean, organized, and safe sales floor and donation area

Assist with inventory movement, restocking, and merchandising

Safety & Compliance

Monitor for safety issues and address or report hazards promptly

Ensure team members and volunteers are following store safety procedures

Monitor for theft risks and follow store procedures for loss prevention. Escalate any concerns to the Store Manager or Assistant Manager.

Document and report customer or team member incidents

Welcome and support volunteers during shifts, ensuring they feel appreciated, included, and aligned with the mission of service and dignity.

Provide basic task guidance, reinforce expectations for safety and cleanliness, and assist with clock‑in/out procedures.

When the Store Manager or Assistant Manager is unavailable, help orient new volunteers, assign tasks, and collect waivers if needed.

Communicate any volunteer‑related issues to the Manager, Assistant Manager, or Volunteer Coordinator.

Promote a respectful and mission‑aligned environment for all volunteers and team members.

Programs & Neighbor Support

Treat all neighbors in need with compassion and dignity, upholding SVdP values

Provide guidance and referrals to the Help Line or Resource Directory when neighbors request assistance

Stay informed about SVdP programs and help communicate basic information during shifts

Report any concerns about voucher misuse or procedural issues to the Store Manager or Assistant Manager

Job Requirements

1+ year of retail, customer service, or nonprofit experience

Availability to work flexible shifts, including evenings and weekends

Alignment with SVdP’s mission and values

Comfortable leading a team during assigned shifts and making routine decisions

Basic proficiency with point‑of‑sale systems, money handling, and computer literacy

Ability to perform physical retail tasks: lifting up to 50 lbs, standing for long periods, and bending

Performance Expectations

Demonstrates floor leadership and problem‑solving during assigned shifts

Maintains a respectful, mission‑aligned environment for customers, donors, volunteers, and team members

Communicates effectively with team members and management

Follows all safety, security, and operating procedures

Consistently delivers dependable shift leadership, ensuring store standards are upheld in the absence of management

Supports SVdP’s mission by ensuring each shift operates efficiently and with compassion, dignity, and care toward all individuals and donated goods.

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