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 and will help to train and coach associates to achieve all set expectations. The Key Holder has the ability to execute all operational functions to Brand standards and drive positive customer experiences 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 are given the full CARE experience in line with brand strategies.
• Manage customer flow to ensure the best possible experience and that every customer is engaged.
• Lead by example by setting the standard to deliver 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, resulting in an overall positive experience.
• In the absence of the Store Manager, execute all operations.
• Possess a strong understanding of the business and effectively communicate needs and ideas to elevate the business.
• Assist the Store Manager in driving Goodwill brand loyalty through coaching the sales team to share knowledge of the Goodwill Rewards program and Mission, consistently educating customers on the benefits of participation.
• Possess a thorough understanding of company policies and procedures and consistently follow and enforce company guidelines on operations.
• Communicate product needs to the stock team, ensuring the flow of product to the floor is quick and efficient.
• Ensure the selling floor is neat, clean, organized, and reflects the correct visual image at all times.
• Ensure the presentation of all windows, displays, fixtures, and all visual areas are reflective of current visual direction.
• Enforce and support the Store Manager in holding the team accountable to company policies and procedures.
• Report all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary.
• Assist the Store Manager to recruit, train, and develop the team, ensuring all positions are filled in a timely manner with qualified candidates.
• Continually provide feedback to the Store Manager on employee proficiency levels in their role and support training and development.
• Assist in ensuring the integrity of staff’s time and attendance.
• Ensure dress codes and uniforms are always professional, reflective of Brand image, and adhered to.
• 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) 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 while working in a fast-paced and deadline-oriented environment.

Special Working Conditions

See attached Physical Demand Analysis Special Working Conditions Report.

Benefits

• Generous time-off policy.
• Health, wellness, and financial resources to help you 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.