Assistant Store Manager / Retail Customer Experience Manager

About the role

The Customer Experience Manager (CEM) oversees the customer and donor experience, drives store productivity, and ensures the achievement of sales and margin targets while maintaining brand standards.

Responsibilities

• Oversees Purchased Goods for Resale (PGFR), seasonal sets, and merchandise on sales floor, ensuring adherence to company brand standards.
• Maintain customer service levels, donation coverage, sufficient flow of new quality product and store environment standards.
• Monitor the sales floor as needed.
• Analyze report data and other relevant documentation to identify trends and areas for improvement, providing actionable insights to store leadership.
• Recognize individual employee strengths and delegate challenging work assignments to enhance employee satisfaction, development, and overall productivity.
• Engages effectively in change affecting her/him, communicating appropriately with supervisor.

Requirements

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

Qualifications

• Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service.
• Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles.
• Communicate Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications.
• Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities.
• Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure.
• Physical/Sensory Demands: Regularly lifts and/or moves up to 50 pounds, stands for extended periods of time, hears and responds to warning devices on equipment, sees while using computer keyboard and work with written and electronic information and to assess store and donation center operations.