Retail Team Lead

About the Role

Under the leadership of the Store Manager and District Director, the Retail Team Lead (RTL) assists with the day-to-day operations and management of the store and donation area. The RTL ensures efficient and cost-effective operation through world-class customer service, processing donated goods, quality control, and maintaining a productive workforce.

Responsibilities

• Assume management responsibilities in the absence of the Manager or Assistant Manager, including opening/closing and all day-to-day store operations.
• Manage and influence the team by communicating clear company goals daily, weekly, and monthly.
• Accurately and efficiently complete all sales transactions and maintain proper cash accountabilities at POS registers/safe.
• Supervise and assist with the training and development of Team Members.
• Ensure the proper handling and processing of incoming donation flow in and out of the store according to GWH policies and procedures.
• Help ensure the timeliness of proper apparel and hard goods rotation according to GWH policies and procedures.
• Accurately operate store systems and ensure financial and statistical counts are completed (donor counts, production standards, etc.).
• Demonstrate a high degree of professionalism in communication, attitude, and teamwork with customers and team members.
• Multi-task, make quick decisions, adapt to change, and work in a team-oriented, fast-paced environment.
• Adhere to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
• Maintain punctuality, dependable attendance, and an appropriate appearance.
• Safely conduct work; maintain good housekeeping standards, ensure aisles and pathways to fire exits are clear, and keep work areas neat and clean.
• Adhere to local, state, and federal laws and regulations.
• Perform other duties as assigned by Management.

Key Performance Indicators (KPI)

• Transaction Value (Assigned District vs. goal)
• Donor Value (Assigned District vs. budget)
• Donors Integrity and Growth (Assigned District vs. budget)
• Budget Sales vs. Actual Sales (Assigned District vs. budget)
• Payroll as a Percent of Revenue (Assigned District vs. goal)
• Budgeted Profit vs. Actual Profit (Assigned District vs. goal)
• Retention Rate (Measured by annual leadership retention vs. LY, 30-New Hire date vs. goal, and Annual Retention Rate vs. LY)
• Customer Service (Feedback from team, secret shopper, and donor ratings for assigned district)
• Change Roundup as a % of Transactions (>30% and higher than the previous year)
• Active with Zero hours TMs vs Goal (Zero (0) – 28+ days) (Assigned District)
• Administration - Performance management/Training (Assigned District at Reporting-, Team Meeting Minutes, Safety, Over/Short)
• Safety – 95% quarterly safety metric score
• GWH LMS Training completion

Requirements

• High school diploma or equivalent preferred.
• One (1) to two (2) years of retail sales experience is preferred.
• Management/Supervisor experience with one (1) or more years is preferred.
• Basic computer skills.
• Good time management and organizational skills.
• Ability to communicate and interact well with a variety of personality types.
• Ability to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight, and weekend shifts.
• Must have reliable transportation.

Physical Requirements

• Continuously stand/walk for the duration of the shift.
• Frequently push/pull, occasionally bend/stoop/crawl/kneel/reach above shoulders, and climb a ladder.
• Able to lift up to 40 lbs. (fixture parts, cartons of product).
• Indoor work environment with exposure to outside temperatures.
• Moderate noise level in the normal work environment.