Retail Assistant Store Manager- Customer Experience

Goodwill Greater Milwaukee & Chicago • Delavan, WI

4d

About The Position

The Customer Experience Manager (CEM) oversees the customer and donor experience, drives store productivity, and helps achieve sales and margin targets while maintaining brand standards. The role manages Softline goods, Front of House operations (including shopper track and cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets. The CEM ensures merchandise adheres to company brand guidelines and meets customer expectations.

The position involves researching and evaluating data, reporting findings, and supporting the development and implementation of policies, procedures, and programs. The CEM has familiarity with the retail stores operations budget and may provide input on spending decisions relating to vendors, systems, and projects. Projects and initiatives typically span 12 months to 2 years.

The role works with store associates and non-exempt leaders to maintain customer service, donation coverage, product availability, and store standards. It also supports staff development, project and change management, problem solving, and community engagement. The CEM works independently with light supervision and may monitor production, donation operations, and the sales floor as needed. The position requires a varied and flexible schedule, including at least two closing shifts per week and every other weekend as scheduled; additional nights and weekends may be required.

Requirements

• Two years of college education or equivalent experience, and at least five years of experience.
• Experience in a retail and/or production setting.
• Forklift certification if required at the site.
• Ability to work a varied schedule and flexible hours, including at least two closing shifts per week and every other weekend as scheduled; additional nights and weekends may be required to meet business needs.
• Must have a working phone that allows communication accessibility.
• Ability to regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 20 pounds, and occasionally lift and/or move up to 50 pounds.
• Ability to move about to accomplish tasks; lift and move objects; stoop, kneel, crouch, or crawl; and reach upward or downward to retrieve objects.
• Ability to stand for extended periods and hear and respond to equipment warning devices.
• Vision required to use a computer keyboard, work with written and electronic information, and assess store and donation center operations.
• Travel is required.
• Ability to work in varied weather conditions and in settings with potential exposure to human blood, body fluids or tissue, and hazards such as dangerous machinery, moving vehicles, electrical currents, chemicals, or high places.
• Demonstrate customer focus, including anticipating and meeting customer needs and following up to ensure problems are resolved.
• Seek diverse perspectives and work sensitively across differences in cultural norms, backgrounds, and communication styles.
• Communicate clearly and professionally through reports, documentation, and other communications, and listen to others.
• Adapt to changing needs, conditions, priorities, and opportunities.
• Drive tasks to successful completion and maintain high performance standards despite obstacles.
• Take ownership of work outcomes, monitor performance, adjust approaches, and follow through on commitments.

Responsibilities

• Drive store productivity and maximize the value of donations to achieve budgeted sales and margin while maintaining brand standards.
• Oversee Purchased Goods for Resale (PGFR), seasonal sets, and sales-floor merchandise to ensure compliance with company brand standards.
• Oversee rotation of Softline goods to maintain a continuous flow of new merchandise aligned with seasonal sets and product availability.
• Support oversight of associates and non-exempt leaders, ensuring adequate donation and point-of-sale coverage, customer service, quality product flow, and store environment standards.
• Manage customer and donor service, staff productivity, troubleshooting, and cash controls; monitor production, donation operations, and the sales floor as needed.
• Enter report data accurately and on time, monitor team data-entry accuracy and timeliness, and provide coaching when necessary.
• Analyze reports and relevant documentation to identify trends and improvement opportunities, and provide actionable insights to store leadership.
• Communicate and implement policies and procedures, following up on team concerns to ensure clarity and adherence.
• Monitor the sales floor for operational standards and safety compliance and maintain a clean, organized, customer-friendly environment.
• Recognize employee strengths and delegate challenging assignments to support employee satisfaction, development, and productivity.
• Partner with coworkers to support their development.
• Contribute ideas and solutions to department or formal projects, balance project work with routine responsibilities, communicate appropriately with a supervisor about change, and complete learning and practice needed to adapt.
• Research, analyze, and evaluate situations; report findings and solve advanced problems independently with light supervision.
• Champion Goodwill community engagement initiatives, remain aware of community partner organizations, and participate in relevant volunteer opportunities and industry or knowledge groups.
• Complete other job responsibilities and duties as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Short-term disability insurance
• Long-term disability insurance
• Life insurance
• Retirement plan
• Paid time off (PTO)
• Some roles may be eligible to participate in an incentive plan; participation does not guarantee payment and is subject to plan terms and conditions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree