Karen Cardin Shares Stories About her Exchange Career and the Challenges Ahead

Karen Cardin says she feels that working at the Exchange is what she was meant to do: “I was born into this AAFES/Military community.”

“My father joined the Exchange after his time in the Army, so my sisters and I grew up moving around the world with our parents,” said Cardin, who started her Exchange career in 1991 as a part-time cashier at the Shoppette at Little Rock Air Force Base. “I joined the college trainee program once I graduated from college, and I have never looked back.”

And she has never stopped moving up. Cardin became executive vice president and chief merchandising officer this summer, the latest step in a career that has included stops as senior vice president of eCommerce, as well as vice president of merchandising, eCommerce operations, hardlines and specialty/store consumables.

Cardin met with the Exchange Post about her team’s plans and her career with the Exchange.

What are your top priorities as chief merchandising officer?

Retail has changed so much in the last year. The entire world has changed! More customers shopped online, and many are continuing to do so as some pandemic restrictions are lifted. The brick-and-mortar stores are not only selling merchandise, but picking, filling and shipping online orders, as well as providing buy-online-pick-up-in-store and curbside services. As our customers’ needs change, we have to be agile in meeting those needs. It is important that we continue to strengthen brand partnerships both in-store and online to provide authorized shoppers with a wide assortment of products, no matter where they live. All of these factors—agility, partnership and customer service—are strengths of the Exchange team around the world.

The Merchandising Directorate covers a lot of territory. How would you explain what it does to a new associate?

It provides merchandise and services for facilities worldwide, including main, Express, Military Clothing, specialty and contingency stores.

Was there a particular moment when you knew that the Exchange would become your career?

I don’t know that there was a particular moment, but I knew I wanted to give back. I grew up around the military and saw some of the struggles my friends’ families went through. Exchange support made us all feel at home, no matter where in the world we were stationed. The ability to go to a swimming pool, play softball, have healthy lunches (I attended Department of Defense Education Activity schools) are simple things that make a world of difference when living so far from home. Exchange services and dividends bring the communities we are honored to serve together.

What is the most significant event that has occurred during your Exchange career?

September 11. I was at HQ when everyone started hearing about the first plane hitting the World Trade Center. We were watching when the second plane hit. And then the Pentagon was hit, and a fourth plane crashed into a field in Shanksville, Pennsylvania. It was devastating, not only to realize that almost 3,000 lives were lost, but to know that this would be the beginning of a war that would require the best customers in the world and our teammates to go into harm’s way. We immediately began calling suppliers, checking to see what was needed by the local exchanges, and how we could support as Mobile Field Exchanges were deployed. I saw how the Exchange team quickly comes together to support Warfighters, their families and each other in times of crisis. The Exchange really is family serving family in every sense.

Did you have any jobs before the Exchange?

I worked throughout college at temporary jobs—I was a secretary, a sales associate, a cashier, answered phones, whatever was needed. My main goal was to graduate college in four years, so my concentration was on that.

What do you like to do in your spare time?

Everyone needs time to unwind, to step away from their jobs, and take time for themselves. I love to travel, especially to new places. When I can’t travel (especially in the last year) you can find me working on my family tree. I have developed an interest in genealogy, and have tracked our family’s military service to the Civil War. It is interesting to learn the struggles that family members went through, and all the things they accomplished in spite of the difficulties. The human spirit is amazingly resilient.