Customer Experience Manager

Overview

The Customer Experience Manager (CEM) oversees the customer and donor experience, drives store productivity, and ensures 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. The CEM ensures all merchandise, including PGFR, adheres to company brand guidelines and meets customer expectations, conducts research, evaluates data, reports findings, and supports policy development.

Familiarity with the retail store operations budget and vendor decisions is expected, and the role often involves projects spanning 12‑24 months.

• Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards.
• Oversee PGFR, seasonal sets, and merchandise on the sales floor, ensuring adherence to company brand standards.
• Manage product rotation for Softline goods to maintain a continuous flow of new merchandise aligned with seasonal sets and overall availability.
• Support oversight of associates and non‑exempt leadership, ensuring adequate donation and/or POS coverage and maintaining customer service levels, product flow, and store environment standards.
• Deliver customer service experience, donor service, staff productivity, troubleshoot issues, and enforce proper cash controls, while monitoring production and donation operations as needed.
• Accurately enter report data on time, monitor team data entry accuracy, and provide coaching when necessary.
• Analyze report data and related documentation to identify trends and improvement areas, providing actionable insights to store leadership.
• Communicate and implement policies and procedures consistently, following up on team concerns to ensure clarity and adherence.
• Maintain a clean, organized, and customer‑friendly environment by monitoring the sales floor for compliance with operational standards and safety guidelines.
• Recognize individual employee strengths and delegate challenging tasks to enhance employee satisfaction, development, and overall productivity.
• Partner with coworkers to develop talent, serving as a team member or subject‑matter expert on formal or departmental projects.
• Apply independent problem‑solving skills, research, analyze, evaluate, and report on advanced problems with light supervision.
• Demonstrate advanced knowledge of professional principles and tool sets relevant to the field.
• Champion Goodwill’s community engagement initiatives, stay aware of community partner organizations, and participate in volunteer opportunities and industry groups.
• Complete other job responsibilities or duties as assigned.

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

• Customer Focus:
  Anticipate and meet customer needs while seeking ways to improve service, internalizing feedback, and following up to ensure issues are resolved with innovative ideas.
• Values Differences:
  Seek diverse perspectives, work effectively with others, demonstrate sensitivity to cultural norms, and challenge stereotyping.
• Communicates Effectively:
  Share information and updates clearly and professionally, and listen attentively.
• Situational Adaptability:
  Display flexibility, monitor approach effectiveness, and adjust when needed.
• Drives Results:
  Demonstrate determination to achieve meaningful results and set high performance standards.
• Ensures Accountability:
  Take responsibility for successes and failures, monitor progress, adjust approach, and follow through on commitments.

Regularly lift and/or move up 10 pounds, frequently lift and/or move up to 20 pounds, occasionally lift and/or move up to 50 pounds; stand for extended periods, hear and respond to equipment warning devices, work with computer keyboards and written information, work in varied weather conditions, and be exposed to human blood, bodily fluids, and other hazards such as machinery, moving vehicles, electrical currents, chemicals, or high places.

Travel may be required.

Equal Opportunity Employer (GWINT) (SEW)