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. This role includes managing Softline's, Front of House operations (shopper track, cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets. The CEM ensures all merchandise, including PGFR, adheres to company brand guidelines and meets customer expectations. Conducts research, evaluates data, and reports on findings to support the development and implementation of policies, procedures, and programs. Provides input into spending decisions related to vendors, systems, and projects, with familiarity with the Retail stores operations budget.

Responsibilities

• Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards.
• Oversee Purchased Goods for Resale (PGFR), seasonal sets, and merchandise on the sales floor, ensuring adherence to company brand standards.
• Manage 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, sufficient flow of new quality product, and store environment standards.
• Ensure a high-quality customer service experience, donor service, staff productivity, troubleshooting, and proper cash controls, with flexibility to monitor production and donation operations as needed.
• Monitor the sales floor as needed to maintain operational standards and safety guidelines.
• Accurately enter report data on time and monitor the team’s accuracy of data entry and timeliness, providing coaching if necessary.
• 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, addressing team concerns to ensure clarity and adherence.
• Recognize individual employee strengths and delegate challenging work assignments to enhance employee satisfaction, development, and overall productivity.
• Partner with coworkers to advance their development (Leading and Developing Talent).
• Serve as a team member or subject matter expert for formal or department projects, contributing ideas and helping develop solutions while balancing project work and routine responsibilities (Project and Change Management).
• Engage effectively in change, communicating appropriately with supervisors and following through on learning and skill-building necessary to adapt.
• Solve advanced problems with light supervision; research, analyze, and evaluate situations independently.
• Champion Goodwill’s community engagement initiatives, participate in volunteer opportunities, and engage in industry/knowledge groups (Community Engagement).
• Complete other job responsibilities/duties as assigned.

Requirements

• Two years of college education or equivalent experience, and a minimum of 5 years' experience.
• Forklift certification, if required at the site.
• Work a varied schedule with flexible hours, including 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 a retail and/or production setting.

Core Competencies

• Customer Focus: Anticipate and meet customer needs, internalize feedback, and provide innovative solutions for future needs.
• Values Differences: Seek diverse perspectives, work effectively with others, and challenge stereotyping or offensive comments.
• Communicates Effectively: Share clear, concise, and professional information; listen actively to others.
• Situational Adaptability: Adapt responses to changing needs, conditions, or priorities; recognize cues for necessary changes.
• Drives Results: Achieve meaningful results, set high performance standards, and demonstrate determination in the face of obstacles.
• Ensures Accountability: Take ownership for successes and failures, monitor progress, and follow through on commitments.

Physical/Sensory Demands

• Regularly lifts and/or moves up to 10 pounds, frequently up to 20 pounds, and occasionally up to 50 pounds.
• Moves about to accomplish tasks, including lifting, stooping, kneeling, crouching, or crawling to retrieve objects.
• Extends upwards or downwards to retrieve objects (reaching).
• Subject to weather conditions (hot, humid, dry, cold, etc.).
• Exposed to human blood, body fluids, or tissue.
• Subject to hazards, including proximity to dangerous machinery, moving vehicles, electrical currents, chemicals, or high places.
• Required to stand for extended periods, hear and respond to warning devices, and use vision for computer work, assessing store operations, and travel.

Pay

When determining placement within the salary range for this position, Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands, and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the range, and compensation decisions depend on the facts and circumstances of each case. Certain roles are eligible to participate in an incentive plan, though participation does not guarantee payment and is subject to the plan’s terms and conditions.

Benefits

The role offers a competitive benefit program that may include:

• Medical, dental, and vision insurance.
• Short- and long-term disability and life insurance.
• Retirement plan.
• Paid time off (PTO).

The specifics of each benefit package vary depending on factors such as full- or part-time status, contracted, temporary, or other job categories.