Retail Stores - Key Holder

About the Role

The Key Holder supports the Store Manager in the daily operation of the store and overall customer experience. This individual demonstrates leadership by modeling Goodwill NYNJ CARE service standards to elevate sales performance, trains and coaches associates, and executes all operational functions to brand standards in the absence of the Store Manager.

Responsibilities

• Lead a high-performing, customer-first oriented team.
• Coach and provide feedback to ensure all customers and donors receive the full CARE experience in line with brand strategies.
• Manage customer flow to ensure the best possible experience and engagement.
• Set the standard for delivering excellent service to customers.
• Drive partnership on the selling floor between sales specialists and store associates.
• Develop and retain talented employees through coaching and feedback to the Store Manager.
• Resolve customer complaints and issues quickly, efficiently, and respectfully.
• Execute all store operations in the absence of the Store Manager.
• Communicate business needs and ideas effectively to elevate performance.
• Drive Goodwill brand loyalty by educating customers about the Goodwill Rewards program and mission.
• Follow and enforce company policies and procedures consistently.
• Communicate product needs to the stock team to ensure quick and efficient flow of product to the floor.
• Maintain a neat, clean, and organized selling floor that reflects the correct visual image.
• Ensure windows, displays, fixtures, and all visual areas reflect current visual direction.
• Support the Store Manager in holding the team accountable to company policies and procedures.
• Report all employee relation issues in a timely manner, partnering with the Store Manager and HR when necessary.
• Assist in recruiting, training, and developing the team to ensure timely hiring of qualified candidates.
• Provide feedback to the Store Manager on employee proficiency and support training and development.
• Ensure the integrity of staff’s time and attendance.
• Maintain professional dress codes and uniforms reflective of brand image.
• Perform additional duties as required.

Requirements

• Minimum 1+ year of experience in retail store supervisory role.
• High School Diploma, equivalent, or combination of education and relevant experience.

Skills

• Proven ability to drive and exceed individual and store results.
• Proven ability to build lasting relationships with customers and colleagues.
• Ability to adapt to and engage with different customers.
• Strong interpersonal and communication skills (verbal and written).
• Demonstrated collaborative skills and ability to work well within a team.
• Ability to receive feedback and take action when appropriate.
• Accuracy and attention to detail.
• Ability to work a flexible schedule based on business needs, including evenings, weekends, and holidays.
• Ability to handle multiple tasks in a fast-paced and deadline-oriented environment.

Special Working Conditions

See attached Physical Demand Analysis for special working conditions or environmental factors.

Benefits

• Generous time-off policy.
• Health, wellness, and financial resources to help achieve personal goals.
• Robust health benefits including medical, dental, vision, parental leaves, and company-sponsored life insurance.
• Retirement matching programs and contributions.
• Transit and commuter benefits.