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Goodwill Industries of Southeastern Wisconsin, Inc. · 1 day ago

Customer Experience Manager

Plainfield, Illinois, United States

Full-time

Onsite

Senior Level

$24.62/hr - $37.01/hr

5+ years exp

Goodwill Industries of Southeastern Wisconsin, Inc. is seeking a Customer Experience Manager to oversee the customer and donor experience while driving store productivity. The role involves managing operations, ensuring adherence to brand standards, and analyzing data to improve store performance.

AssociationCommunitiesLifestyleRetailTraining

Responsibilities

Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards

Oversees 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

Supports 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

Leading and Developing Talent: May partner with coworkers to advance their development

Project and Change Management: May serve as a team member, or subject matter expert, for formal or department projects. Contributes ideas and helps develop solutions, while balancing demands of project work and routine job responsibilities. Engages effectively in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change

Problem Solving: Light supervision; works independently. Periodic review of work by manager or direct customer. Researches, analyzes, and evaluates situations and reports on findings. Solves advanced problems

Technical Skill: Advanced knowledge of professional principles and skills. Comprehensive knowledge of principles, practices and procedures of particular field of specialization

Community Engagement: Champions Goodwill s community engagement initiatives. Aware of Goodwill s community partner organizational and participates in volunteer opportunities as pertains to role and interest. Participates in industry/knowledge groups

Responsible for completing other job responsibilities/duties as assigned

Qualification

Customer service experienceRetail experienceForklift certificationData analysisSituational adaptabilityCommunity engagementProblem solvingProject managementTeam leadershipEffective communication

Required

Two years of college education or experience equivalency, and a 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