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About the Role

The Customer Experience Manager (CEM) oversees customer and donor experience, drives store productivity, and ensures sales and margin targets are met while maintaining brand standards. This role manages Softline's, Front of House operations, Purchased Goods for Resale (PGFR), merchandising, and seasonal sets, ensuring all merchandise adheres to brand guidelines and meets customer expectations. The CEM also conducts research, evaluates data, and supports policy development. This role typically involves projects spanning 1-2 years and may provide input into the retail operations budget.

Responsibilities

• Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards.
• Oversee Purchased Goods for Resale (PGFR), seasonal sets, and merchandise on sales floor, ensuring adherence to company brand standards.
• Oversee product rotation for Softline goods to ensure a continuous flow of new merchandise, aligned with seasonal sets and overall product availability.
• Support the oversight of associates and non-exempt leadership providing adequate donation and/or POS coverage.
• Maintain customer service levels, donation coverage, sufficient flow of new quality product and store environment standards.
• Responsible for customer service experience, donor service, staff productivity, troubleshooting, and proper cash controls with the flexibility to also monitor the production and donation operation as needed.
• Monitor the sales floor as needed.
• Accurately enter report data on time and monitor team's accuracy of data entry and timeliness, providing coaching if necessary.
• Analyze report data and other relevant documentation to identify trends and areas for improvement, providing actionable insights to store leadership.
• Consistently communicate and implement policies and procedures, following up with any team concerns to ensure clarity and adherence.
• Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.
• Recognize individual employee strengths and delegate challenging work assignments to enhance employee satisfaction, development, and overall productivity.
• Partner with coworkers to advance their development.
• Serve as a team member or subject matter expert for formal or department projects.
• Contribute ideas and help develop solutions, while balancing demands of project work and routine job responsibilities.
• Engage effectively in change affecting them, communicating appropriately with supervisor.
• Follow through on learning, skill building, and practice necessary to adapt to change.
• Research, analyze, and evaluate situations and report on findings.
• Solve advanced problems.
• Champion Goodwill's community engagement initiatives.
• Participate in volunteer opportunities as pertains to role and interest.
• Participate in industry/knowledge groups.
• Complete other job responsibilities/duties as assigned.

Requirements

• Two years of college education or experience equivalency.
• Minimum of 5 years' experience.
• Forklift certification, if required at site.
• Work varied schedule and flexible hours; at least two closing shifts per week and every other weekend as scheduled.
• Additional nights and weekend shifts may be required to meet business needs.
• Must have a working phone that allows for communication accessibility.
• Experience in retail and/or production setting.

Skills

• Customer Focus
• Values Differences
• Communicates Effectively
• Situational Adaptability
• Drives Results
• Ensures Accountability
• Advanced knowledge of professional principles and skills.
• Comprehensive knowledge of principles, practices and procedures of particular field of specialization.

Experience Level

• 5 years of experience

Education Level

• Two years of college education or experience equivalency

Salary/Compensations

• Compensation decisions are dependent on facts and circumstances of each case.
• Certain roles are eligible to participate in an incentive plan.
• Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change.

Benefits

• Medical
• Dental
• Vision
• Short and long-term disability
• Life insurance
• Retirement plan
• Paid time off (PTO)

About the Company

• Goodwill Greater Milwaukee & Chicago

Equal Opportunity

• Equal Opportunity Employer