Customer Experience Manager

RESPONSIBILITY LEVEL:

The Customer Experience Manager (CEM) is responsible for overseeing the customer and donor experience, driving store productivity, and ensuring the achievement of sales and margin targets while maintaining brand standards. This role includes managing Softline's, 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.

Conducts research, evaluates data, and reports on findings, supporting the development and implementation of policies, procedures, and programs. Has familiarity with the Retail stores operations budget, may provide input into spending decisions, particularly as pertains to vendors, systems, and projects. Typically works on projects and initiatives that span 12 months 2 years.

PRINCIPAL DUTIES:

1. Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards.

2. Oversees Purchased Goods for Resale (PGFR), seasonal sets, and merchandise on sales floor, ensuring adherence to company brand standards.

3. Oversee product rotation for Softline goods to ensure a continuous flow of new merchandise, aligned with seasonal sets and overall product availability.

4. Supports 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.

5. Responsible for customer service experience, donor service, staff productivity, troubleshooting, and proper cash controls with the flexibility to also monitor the production and donation operation as needed. Monitor the sales floor as needed.

6. Accurately enter report data on time and monitor team s accuracy of data entry and timeliness, providing coaching if necessary.

7. Analyze report data and other relevant documentation to identify trends and areas for improvement, providing actionable insights to store leadership.

8. Consistently communicate and implement policies and procedures, following up with any team concerns to ensure clarity and adherence.

9. Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.

10. Recognize individual employee strengths and delegate challenging work assignments to enhance employee satisfaction, development, and overall productivity.

11. Leading and Developing Talent:
May partner with coworkers to advance their development.

12. Project and Change Management:
May serve as a team member, or subject matter expert, for formal or department projects. Contributes ideas and helps develop solutions, while balancing demands of project work and routine job responsibilities. Engages effectively in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.

13. Problem Solving:
Light supervision; works independently. Periodic review of work by manager or direct customer. Researches, analyzes, and evaluates situations and reports on findings. Solves advanced problems.

14. Technical Skill:
Advanced knowledge of professional principles and skills. Comprehensive knowledge of principles, practices and procedures of particular field of specialization.

15. Community Engagement:
Champions Goodwill s community engagement initiatives. Aware of Goodwill s community partner organizational and participates in volunteer opportunities as pertains to role and interest. Participates in industry/knowledge groups.

16. Responsible for completing other job responsibilities/duties as assigned.

REQUIREMENTS:

1. Two years of college education or experience equivalency, and a minimum of 5 years' experience.

2. Forklift certification, if required at site.

3. 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 to meet business needs.

4. Must have a working phone that allows for communication accessibility.

5. Experience in retail and/or production setting.

CORE CULTURAL

COMPETENCIES:

1. Customer Focus:
Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.

2. Values Differences:
Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.

3. Communicates Effectively:
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