Customer Experience Manager

Overview

The Customer Experience Manager (CEM) is responsible for overseeing customer and donor experience, driving store productivity, and ensuring the achievement of sales and margin targets while maintaining brand standards. The role includes managing Softline's Front of House operations (shopper track, cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets.

• 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 the flexibility to also 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 relevant 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.
• Lead and develop talent: partner with coworkers to advance their development.
• Project and change management: serve as a team member or subject‑matter expert for formal or department projects, contributing ideas and developing solutions while balancing routine job responsibilities.
• Problem solving: work independently with light supervision; research, analyze, and evaluate situations and report on findings.
• Technical skill: maintain advanced knowledge of professional principles and practices within your field of specialization.
• Community engagement: champion Goodwill’s community engagement initiatives and participate in volunteer opportunities and industry/knowledge groups.
• Complete other job responsibilities and duties as assigned.

• Two years of college education or experience equivalency, and a minimum of 5 years’ experience.
• Forklift certification if required at site.
• Work varied schedule and 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: anticipate and meet customer needs, improve service, and follow up to ensure problems are solved with innovative ideas.
• Values Differences: seek out diverse perspectives, work effectively with others, and mitigate stereotyping or offensive comments.
• Communicates Effectively: share information and updates in a clear, concise, professional manner and listen with interest.
• Situational Adaptability: demonstrate flexibility, monitor approach effectiveness, and adjust as needed.
• Drives Results: set high standards, persist through obstacles, and see tasks through to completion.
• Ensures Accountability: take responsibility for successes and failures, monitor progress, and follow through on commitments.

Regularly lift or move up to 10 pounds; frequently lift or move up to 20 pounds; occasionally lift or move up to 50 pounds. Move around to accomplish tasks. Work may involve weather conditions, contact with bodily fluids or tissue, proximity to dangerous machinery, moving vehicles, electrical currents, chemicals, or high places. Require standing for extended periods, hearing and responding to warning devices, vision to use computer keyboard and other electronic information.

Travel may be required.

Goodwill Greater Milwaukee & Chicago determines compensation based on education, experience, internal equity, market demands, and other criteria. Individual compensation will vary. Eligible roles may participate in incentive plans. Benefits include medical, dental, vision, short and long‑term disability, life insurance, retirement plan, and paid time off. Details vary by full or part‑time status and job category.

(GWINT)