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 manages 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. The role involves conducting research, evaluating data, and reporting on findings to support the development and implementation of policies, procedures, and programs. The CEM may provide input into spending decisions related to vendors, systems, and projects, with a focus on initiatives spanning 12 months to 2 years.

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, donor service, staff productivity, and store environment standards.
• Ensure proper cash controls, troubleshoot issues, and monitor production and donation operations as needed.
• Monitor the sales floor to maintain operational standards and safety guidelines, ensuring a clean, organized, and customer-friendly environment.
• Accurately enter and monitor report data, providing coaching to the team on accuracy and timeliness.
• Analyze report data and other 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 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 (Project and Change Management).
• Engage effectively in change, communicating appropriately with supervisors and following through on learning and skill-building.
• Research, analyze, and evaluate situations, reporting on findings and solving advanced problems (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 the site.
• Experience in a retail and/or production setting.
• 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.

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, and listen actively to others.
• Situational Adaptability: Adapt responses to changing needs, conditions, or priorities, and recognize cues for adjustment.
• Drives Results: Achieve meaningful results, set high performance standards, and demonstrate determination in overcoming obstacles.
• Ensures Accountability: Take ownership of 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 and assessing store operations.
• Travel may be required.

Pay

Placement within the salary range considers education, experience, internal equity, and market demands. It is not typical for individuals to be hired at or near the top of the range. Certain roles may be eligible for an incentive plan, subject to terms and conditions.

Benefits

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

Benefit specifics may vary depending on job category (full-time, part-time, contracted, temporary, etc.).