Bench Customer Experience Manager

Responsibilities

• Oversee the customer and donor experience, drive store productivity, and achieve sales and margin targets while maintaining brand standards.
• Manage Softline’s, Front of House operations (shopper track, cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets.
• Ensure all merchandise, including PGFR, adheres to company brand guidelines and meets customer expectations.
• Conduct research, evaluate data, and report findings, supporting the development and implementation of policies, procedures, and programs.
• Provide input into spending decisions related to vendors, systems, and projects.

Requirements

• Two years of college education or equivalent experience, 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 for communication accessibility.
• Experience in retail and/or production setting.

Cultural Competencies

• Customer Focus: Anticipate and meet customer needs, seeking ways to improve service.
• Values Differences: Works effectively with colleagues from diverse backgrounds, demonstrating sensitivity to cultural norms and expectations.
• Communicates Effectively: Shares information clearly and listens actively to others.
• Situational Adaptability: Adapts to changing needs and conditions, monitoring progress and adjusting approaches as necessary.
• Drives Results: Sets high standards for performance and demonstrates determination in overcoming obstacles.
• Ensures Accountability: Takes responsibility for successes and failures, monitoring progress and making adjustments as needed.