Customer Experience Manager

Customer Experience Manager

Goodwill Industries of Southeast Wisconsin, Inc.

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 Front of House operations, Purchased Goods for Resale (PGFR), merchandising, seasonal sets, and supporting budgetary decisions.

• 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.
• 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 to provide adequate donation and/or POS coverage; maintain customer service levels, donation coverage, 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 the production and donation operation as needed.
• Accurately enter report data on time and monitor team accuracy 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 to ensure clarity and adherence.
• Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, customer‑friendly environment.
• Recognize individual employee strengths and delegate challenging assignments to enhance satisfaction, development, and productivity.
• Partner with coworkers to advance talent development.
• Act as a team member or subject‑matter expert on formal or departmental projects, balancing project work with routine responsibilities and adapting to change.
• Research, analyze, and evaluate situations, solving advanced problems with light supervision.
• Maintain advanced technical knowledge and comprehensive understanding of the field’s principles and practices.
• Champion Goodwill’s community engagement initiatives and participate in relevant volunteer opportunities and industry groups.
• Complete other duties as assigned.

• Two years of college education or its equivalent, plus a minimum of five years of 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. Additional nights and weekend shifts may be required.
• Must have a working phone for communication.
• Experience in retail and/or production settings.

• Customer Focus – anticipate and meet customer needs, improving service and innovating future solutions.
• Values Differences – collaborate effectively with diverse perspectives, avoiding stereotyping and respecting cultural norms.
• Communicates Effectively – provide clear, concise, professional communication in all formats.
• Situational Adaptability – adapt to changing needs, priorities, or opportunities, adjusting approach as needed.
• Drives Results – achieve meaningful outcomes, set high performance standards, and persist through obstacles.
• Ensures Accountability – take ownership of successes and failures, monitor progress, and follow through.

Regularly lift and/or move up to 10‑20 pounds, occasionally up to 50 pounds; stand for extended periods; hear and respond to warning devices; navigate varying weather conditions; handle hazardous materials (machinery, chemicals, etc.).

We offer a competitive benefits program including medical, dental, vision, short and long‑term disability, life insurance, retirement plan, paid time off, and more. Details vary by employment type.

In addition, some roles are eligible for an incentive plan; participation does not guarantee payment.

Salary determination considers education, experience, equity, and market demands.

Goodwill Industries is an Equal Opportunity Employer – we celebrate diversity and inclusion.