Retail Assistant Store Manager- Customer Experience
About The Position
The Retail Assistant Store Manager – Customer Experience (CEM) oversees the customer and donor experience, store productivity, and achievement of sales and margin targets while maintaining brand standards. The role manages Softline, Front of House operations (including shopper track and cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets, ensuring merchandise meets company brand guidelines and customer expectations. The position conducts research, evaluates data, and reports findings to support policy, procedure, and program development. It requires familiarity with the retail stores operations budget and may involve input into spending decisions, particularly regarding vendors, systems, and projects. Projects and initiatives typically span 12 months to 2 years. The CEM supports store leadership and associates, maintains customer and donor service, staff productivity, cash controls, merchandise flow, and store standards. The role analyzes reports and documentation, communicates and implements policies and procedures, contributes to talent development and project work, and champions Goodwill community engagement initiatives. The position works independently with light supervision and solves advanced problems. The position requires a varied schedule with flexible hours, including at least two closing shifts per week and every other weekend as scheduled. Additional night and weekend shifts may be required to meet business needs. Physical demands include moving merchandise and other objects, standing for extended periods, working in varying weather conditions, and exposure to specified workplace hazards. Travel is required.
Requirements
- Two years of college education or equivalent experience, and a minimum of 5 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 night and weekend shifts may be required.
- Must have a working phone that allows communication accessibility.
- Advanced knowledge of professional principles and skills, and comprehensive knowledge of principles, practices, and procedures in the field of specialization.
- Ability to meet the physical and sensory demands described, including lifting and moving objects, standing for extended periods, and responding to equipment warning devices.
Responsibilities
- Focus on store productivity goals and maximize the value of donations to achieve budgeted sales and margin while following brand standards.
- Oversee Purchased Goods for Resale (PGFR), seasonal sets, and sales-floor merchandise to ensure compliance with company brand standards.
- Oversee Softline product rotation to maintain a continuous flow of new merchandise aligned with seasonal sets and product availability.
- Support oversight of associates and non-exempt leadership to provide adequate donation and point-of-sale coverage, customer service, quality product flow, and store environment standards.
- Oversee 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 as needed.
- Analyze report data and other documentation to identify trends and improvement areas and provide actionable insights to store leadership.
- Communicate and implement policies and procedures consistently, 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 satisfaction, development, and productivity.
- Partner with coworkers to support their development as appropriate.
- Contribute ideas and solutions as a project team member or subject matter expert, balance project work with routine responsibilities, and adapt to change through learning and skill building.
- Research, analyze, and evaluate situations, report findings, and solve advanced problems with light supervision.
- Champion Goodwill community engagement initiatives, participate in relevant volunteer opportunities, and participate in industry or knowledge groups.
- Complete other job responsibilities and duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Short- and long-term disability insurance
- Life insurance
- Retirement plan
- Paid time off (PTO)
- Potential eligibility to participate in an incentive plan; participation does not guarantee payment and is subject to plan terms and conditions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
