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

• Physical/Sensory Demands: Regularly lifts and/or moves up to 50 pounds, moves about to accomplish tasks, lifts and/or moves up to 20 pounds, positions self to retrieve objects, extends upwards or downwards to retrieve objects, reaches, raises objects from lower to higher position or moves objects horizontally, stoops, kneels, crouches or crawls, hears and responds to warning devices on equipment, vision required for while using computer keyboard and work with written and electronic information and to assess store and donation center operations, travel required.

Skills

• Advanced knowledge of professional principles and skills.
• Comprehensive knowledge of principles, practices and procedures of particular field of specialization.

Benefits

• Medical
• Dental
• Vision
• Short and long-term disability
• Life insurance
• Retailer Retirement Plan
• Paid Time Off (PTO)