Customer Experience Manager

Oversee the customer and donor experience, drive store productivity, and ensure achievement of 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 on findings to support the development and implementation of policies, procedures, and programs. Provide input into spending decisions related to vendors, systems, and projects.

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 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 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 and ensure accurate, timely data entry and reporting; provide 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.
• Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.
• 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, communicate appropriately with supervisors, and follow through on learning and skill-building necessary to adapt.
• Research, analyze, and evaluate situations; report on findings and solve advanced problems with light supervision (Problem Solving).
• 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 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.
• Must have a working phone for communication accessibility.
• Experience in a retail and/or production setting.

Core Cultural Competencies

• Customer Focus: Independently anticipate and meet customer needs, internalize feedback, and follow up to ensure problems are solved by providing innovative ideas for future needs.
• Values Differences: Seek diverse perspectives and talents, work effectively with others who have different backgrounds or styles, and behave with sensitivity toward cultural norms and expectations.
• Communicates Effectively: Share clear, concise, and professional information through reports, documentation, and other communications; listen with interest to others.
• Situational Adaptability: Demonstrate flexibility in responses to different situations, adapting to changing needs, conditions, priorities, or opportunities.
• Drives Results: Demonstrate a strong drive to achieve meaningful results, set high standards for performance, and show determination in the face of obstacles.
• Ensures Accountability: Take responsibility for successes and failures, monitor progress, and adjust approach accordingly.

Physical/Sensory Demands

• Regularly lifts and/or moves up to 10 pounds, frequently lifts and/or moves up to 20 pounds, and occasionally lifts and/or moves 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.
• 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, written/electronic information, and assessing store/donation center operations.
• Travel may be required.

Pay

Placement within the salary range 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.

Benefits

• Medical, dental, and vision insurance.
• Short- and long-term disability and life insurance.
• Retirement plan.
• Paid time off (PTO).
• Eligibility to participate in an incentive plan (subject to terms and conditions).

Benefit specifics may vary depending on factors such as full- or part-time status, contracted, temporary, or other job categories.