Retail Stores - Key Holder

Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering an inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities.

About the role

The Key Holder is responsible for supporting the Store Manager in the daily operation of the store and overall customer experience. This individual demonstrates leadership by modelling Goodwill NYNJ CARE service standards to elevate sales performance, helps train and coach associates to achieve all set expectations, 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 the team 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 by coaching in the moment and providing feedback to the Store Manager to support training and development.
• Resolve all customer complaints and issues quickly, efficiently, and with respect.
• In the absence of the Store Manager, execute all store operations.
• Communicate product needs to the stock team to ensure quick and efficient flow of product to the floor.
• Ensure the selling floor is neat, clean, organized, and reflects the correct visual image at all times.
• Ensure presentation of all windows, displays, fixtures, and visual areas align with current visual direction.
• Enforce and support the Store Manager in holding the team accountable to Company policies and procedures.
• Drive Goodwill brand loyalty by coaching the sales team to share knowledge of the Goodwill Rewards program and Mission.
• Assist the Store Manager in recruiting, training, and developing the team to ensure all positions are filled with 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.
• Enforce dress codes and uniforms to maintain a professional, Brand-aligned image.
• Report all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary.
• Perform additional duties as required, subject to change with management approval.

Customer Service Benchmarks

• Verbally greet customers and offer assistance within 30 seconds.
• Inform all customers of weekly sale colors and newly produced colors; make announcements every 15 minutes.
• Offer customers a shopping cart or basket while in the store.
• Keep sales floor and fitting rooms clean and free of clutter, hangers, and clothes off the floor.
• Answer the phone in a professional manner.

Register Benchmarks

• Greet all customers with a warm greeting, smile, eye contact, and a positive attitude.
• Ask each customer if they are a Goodwill Rewards Member; if not, discuss benefits and offer to enroll.
• Ask each customer to Round Up their purchase and discuss the Mission.
• Thank each customer for their purchase, hand them the receipt, and invite them back to the store.
• Keep the register area clean and free of clutter.
• Round Up goal: 43%.

Production Benchmarks

• Empty Z rack: 15 min (85 pieces).
• Empty grey cart of wares: 15 min (35 pieces).
• Empty grey cart of shoes: 15 min (35 pieces).
• Sort: 1 blue bin = 1 hour.
• Hang: 2 racks = 1 hour (170 pieces).
• Tagging: 15 min per Z rack (4 Z racks an hour, 340 pieces).
• Wares: 1 hour = 2 grey carts (70 pieces/hour).
• Shoes: 1 hour = 2 grey carts (70 pieces/hour).
• Textiles: 2 hours = 1 complete rack of textiles.

Benchmarks are subject to change to meet business needs with management approval.

Requirements

• Minimum 1+ year of experience in retail store supervision.
• 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) with customers, sales leadership team, and colleagues.
• 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 details.

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.