Bench 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 Softline's, Front of House operations (shopper track, cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets.
• Ensures 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.
• 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.
• Consistently communicate and implement policies and procedures, following up with any team concerns to ensure clarity and adherence.
• Maintain a clean, organized, and customer-friendly environment.
• 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.
• Follows through on learning, skill building, and practice necessary to adapt to change.

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.
• Additional nights and weekend shifts may be required to meet business needs.
• Must have a working phone that allows for communication accessibility.
• Experience in retail and/or production setting.