Outlet Customer Experience Manager

Goodwill Greater Milwaukee & Chicago•Milwaukee, WI

18h

About The Position

The Outlet Customer Experience Manager is responsible for overseeing the customer experience, driving outlet productivity, and ensuring the achievement of sales and margin targets while maintaining brand standards RESPONSIBILITY LEVEL: The Outlet Customer Experience Manager is responsible for overseeing the customer experience, driving outlet productivity, and ensuring the achievement of sales and margin targets while maintaining brand standards. This role includes managing the sales floor, Front of House operations (shopper track, round up cash office functions), line cues, and table merchandising standards. The OCEM will ensure that all merchandise 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 outlet 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.

Requirements

Two years of college education or experience equivalency, and a minimum of 5 years experience.
Forklift certification as well as ability to operate heavy machinery.
Experience in a warehouse, production, retail and/or logistics setting
Ability to work flexible schedule as business warrants; including nights and weekends. Must have a working phone that allows for communication accessibility.

Responsibilities

Oversee the outlet associates and non-exempt outlet leadership providing adequate sales floor and/or POS coverage. Maintain customer service levels, sufficient flow of new quality product and outlet environment, and cleanliness standards.
Oversees product rotation to ensure a continuous flow of new merchandise on the sales floor. Monitor back room and production as needed.
Implement accurate operating procedures to attain maximum productivity and quality standards.
Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.
Communicates and assists in the coordination of activities between the warehouse, store and transportation department to safely and efficiently meet the needs of the operation.
Accurately enter report data on time and monitor team s accuracy of data entry and timeliness, coaching if necessary.
Analyze report data and other documentation with the ability to share insight and submit action plans to leadership.
Maintain facility-wide safety standards and sales floor cleanliness, ensuring the sales floor is free of debris and misplaced items.
Consistently communicate and implement policies and procedures, addressing any concerns from the team. Responsible for completing other duties/responsibilities as assigned.
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.