Customer Experience & Retail Operations Leader

Amazinggoodwill; Delavan (WI); On-site; USD 55,000 - 75,000; Full time

Job summary

The Goodwill Greater Milwaukee & Chicago is seeking a Customer Experience Manager to lead store operations, enhance donor and shopper experiences, and drive sales and margins in line with brand standards.

You will oversee Front of House, PGFR, softlines merchandising, seasonal sets, and staff development while tracking performance, analyzing data, and implementing policies to improve customer service and store productivity.

Qualifications

• Two years of college education or experience equivalency.
• Experience in retail and/or production setting.
• Forklift certification, if required at site.

Responsibilities

• Focus on store productivity goals while maximizing the value of donations to achieve budgeted sales and margin through brand standards.
• Oversee PGFR, seasonal sets, and merchandise on sales floor, ensuring adherence to brand standards.
• Oversee product rotation for Softline goods to ensure a continuous flow of new merchandise.
• Support oversight of associates and non-exempt leadership, ensuring donation/POS coverage and customer service levels.
• Responsible for customer service experience, donor service, staff productivity, and proper cash controls.
• Analyze report data and identify trends to provide actionable insights to store leadership.

Skills

Customer Focus

Values Differences

Communicates Effectively

Situational Adaptability

Drives Results

Ensures Accountability

Education

Two years of college education or experience equivalency

Job description

The Goodwill Greater Milwaukee & Chicago is seeking a Customer Experience Manager to lead store operations, enhance donor and shopper experiences, and drive sales and margins in line with brand standards.

You will oversee Front of House, PGFR, softlines merchandising, seasonal sets, and staff development while tracking performance, analyzing data, and implementing policies to improve customer service and store productivity.