Retail Assistant Store Manager- Customer Experience

Compensation

Not disclosed

Location

Delavan, Wisconsin, United States

Work setup

Onsite

Seniority

Not specified

Employment

Full time

Experience

2+ years

Must have

1. Two years of college education or experience equivalency, and a minimum of 5 years' experience.
2. Forklift certification, if required at site.
3. 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.
4. Must have a working phone that allows for communication accessibility.
5. Experience in retail and/or production setting.
CORE CULTURAL COMPETENCIES:
1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback and follow up with customer to ensure problems
2. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivit
3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications
4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approac
5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination
6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitment
PHYSICAL/SENSORY DEMANDS:
Regularly lifts and/or moves up 10 pounds, frequently lifts and/or moves up to 20 pounds, occasionally lifts and/or moves up to 50 pounds. Moves about to accomplish tasks. Lift: Raises objects from lo
When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria
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 sub
In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and m
Equal Opportunity Employer
(SEW)

Full description

RESPONSIBILITY LEVEL:

The Customer Experience Manager (CEM) is responsible for overseeing the customer and donor experience, driving store productivity, and ensuring the achievement of sales and margin targets while maintaining brand standards. This role includes managing Softline's, Front of House operations (shopper track, cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets. The CEM will ensure that all merchandise, including PGFR, adheres to company brand guidelines and meets customer expectations. Conducts research, evaluates data, and reports on findings, supporting the development and implementation of policies, procedures, and programs. Has familiarity with the Retail stores operations budget, may provide input into spending decisions, particularly as pertains to vendors, systems, and projects. Typically works on projects and initiatives that span 12 months 2 years.

PRINCIPAL DUTIES:

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.