Customer Experience Manager

Customer Experience Manager

Goodwill Industries of Southeast Wisconsin, Inc. is seeking a Customer Experience Manager to oversee the customer and donor experience, drive store productivity, and ensure the achievement of sales and margin targets while maintaining brand standards.

The Customer Experience Manager (CEM) is responsible for overseeing Softline, Front of House operations (shopper track, cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets. The CEM will ensure that all merchandise, including PGFR, adheres to company brand guidelines and meets customer expectations. The CEM conducts research, evaluates data, and reports on findings to support the development and implementation of policies, procedures, and programs.

Familiarity with the retail store operations budget and input into spending decisions for vendors, systems, and projects may be required. The CEM typically works on projects and initiatives that span 12 months to 2 years.

• Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards.
• Oversee Purchased Goods for Resale (PGFR), seasonal sets, and merchandise on the sales floor, ensuring adherence to company brand standards.
• Oversee product rotation for Softline goods to ensure a continuous flow of new merchandise, aligned with seasonal sets and overall product availability.
• Support the oversight of associates and non-exempt leadership, providing adequate donation and/or POS coverage. Maintain customer service levels, donation coverage, sufficient flow of new quality product, and store environment standards.
• Responsible for customer service experience, donor service, staff productivity, troubleshooting, and proper cash controls with flexibility to monitor production and donation operations as needed.
• Accurately enter report data on time and monitor team accuracy of data entry and timeliness, providing coaching if necessary.
• Analyze report data and other documentation to identify trends and areas for improvement, providing actionable insights to store leadership.
• Consistently communicate and implement policies and procedures, following up with any team concerns to ensure clarity and adherence.
• Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.
• Recognize individual employee strengths and delegate challenging work assignments to enhance employee satisfaction, development, and overall productivity.
• Partner with coworkers to advance talent development.
• Serve as a team member or subject matter expert for formal or department projects, contributing ideas and developing solutions while balancing project work and routine responsibilities.
• Research, analyze, and evaluate situations and report on findings. Solve advanced problems with light supervision, working independently.
• Possess advanced knowledge of professional principles and skills and comprehensive knowledge of principles, practices, and procedures of the field of specialization.
• Champion Goodwill’s community engagement initiatives, participate in volunteer opportunities, and engage in industry or knowledge groups.
• Complete other job responsibilities or duties as assigned.

• Two years of college education or experience equivalency, plus a minimum of 5 years’ experience.
• Forklift certification if required at site.
• Work a varied schedule with flexible hours; at least two closing shifts per week and every other weekend as scheduled. Additional nights and weekend shifts may be required.
• Must have a working phone that allows for communication accessibility.
• Experience in retail and/or production setting.

• Customer Focus:
  Independently anticipate and meet customer needs while searching for ways to improve service. Internalize feedback and follow up to ensure problems are solved with innovative ideas.
• Values Differences:
  Seek out diverse perspectives and talents, work effectively with others having different backgrounds or styles, behave with sensitivity toward…