Customer Experience Leader - Retail & Donations

Goodwill Greater Milwaukee & Chicago; Carol Stream (IL); On-site; USD 51,000 - 77,000; Full time

Job summary

Goodwill Greater Milwaukee & Chicago is seeking an Assistant Store Manager / Retail Customer Experience Manager in Carol Stream, IL. You will oversee customer and donor experiences, drive sales, and manage softline merchandise, PGFR, and seasonal sets to maintain brand standards.

You will lead associates, monitor POS coverage, and coach teams to improve productivity. This role demands strong data analysis, change management, and adherence to policies with a focus on community engagement.

Qualifications

• 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.
• Must have a working phone that allows for communication accessibility.
• Experience in retail and/or production setting.

Responsibilities

• Oversee customer and donor experience to achieve sales and margin targets while maintaining brand standards.
• Manage PGFR, seasonal sets, and merchandise on the sales floor.
• Ensure product rotation for Softline goods aligned with seasonal sets and available inventory.
• Lead and develop staff, ensuring adequate donation and POS coverage.
• Maintain customer service levels, donation coverage, and a safe, organized store environment.
• Analyze reports to identify trends and provide actionable insights to leadership.
• Communicate and implement policies, ensuring adherence across the team.

Skills

Customer focus

Values differences

Effective communication

Situational adaptability

Drive results

Accountability

Education

Two years of college education

Tools

Forklift certification

Job description

Goodwill Greater Milwaukee & Chicago is seeking an Assistant Store Manager / Retail Customer Experience Manager in Carol Stream, IL. You will oversee customer and donor experiences, drive sales, and manage softline merchandise, PGFR, and seasonal sets to maintain brand standards.

You will lead associates, monitor POS coverage, and coach teams to improve productivity. This role demands strong data analysis, change management, and adherence to policies with a focus on community engagement.