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About the Role

The Key Holder is responsible for supporting the Store Management in the daily operation of the store and overall customer experience. This individual will help to train and coach associates to achieve all set expectations and has the ability to execute all operational functions to Brand standards and drive positive customer experiences in the absence of the Store Manager and Assistant Store Manager.

Responsibilities

• Lead a high performing customer first orientated team.
• Coach and provide feedback to the team to ensure all customers and donors are serviced 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.
• In absence of the Store manager, responsible for executing all operations.
• Communicate needs and ideas to elevate the business.
• Assist Store Manager in driving Goodwill brand loyalty through coaching sales team to share knowledge of Goodwill Rewards program and Mission.
• Consistently follow and enforce company guidelines on operations.
• Communicate product needs to the stock team ensuring that 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 presentation of all windows, displays, fixtures and all visual areas are reflective of current visual direction.
• Enforce and support Store Manager in holding 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 team ensuring all positions are filled in a timely manner with qualified candidates.
• Continually provide feedback to the Store Manager on employee level of proficiency in their role and support with 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 always adhered to.
• Enforce of all company policies and procedures, standards of operations and support leadership team.
• Additional duties as required.

Requirements

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

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 required.
• Ability to work a flexible schedule based on business needs which includes, evenings, weekends and holidays.
• Ability to handle multiple tasks while working in a fast‐paced and deadline‐oriented environment.
• Possess a strong understanding of the business.

Location

• Wappinger Falls, NY

Work Type

• Full-time

Experience Level

• 1+ year retail store supervisory experience

Education Level

• High School Diploma or equivalent

Benefits

• Generous Time off policy
• Health, wellness and financial resources
• Robust health benefits including medical, dental, vision, parental leaves and company sponsored life insurance
• Retirement matching programs and contributions
• Transit and commuter benefits

About the Company

• 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 our inclusive environment where all employees feel valued, respected, and empowered to contribute fully.
• We believe in creating space for everyone to do their best work and have individual and collective impact.
• We believe in challenging the status quo and setting ambitious goals in the name of doing more good.
• We believe that being your best self and helping others do the same is how we bring our mission alive.

Equal Opportunity

• We welcome applicants of all backgrounds, identities, experiences, and abilities.
• We are happy to assist and ensure you have an equal opportunity to apply.
• If you require a reasonable accommodation at any point in the application or interview process, or if you are unable to apply through our recruitment portal, please contact us at humanresources@goodwillny.org.