Customer Experience & Store Performance Manager

Goodwill Greater Milwaukee & Chicago; Delavan (WI); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Incentive plan

Competitive benefits

Paid time off (PTO)

Job summary

Goodwill Greater Milwaukee & Chicago is seeking a Customer Experience Manager to oversee the donor and customer journey, drive store productivity, and hit sales and margin targets while upholding brand standards.

You will manage Softline and Front of House operations, PGFR, merchandising, and seasonal sets, ensuring adherence to guidelines and data-driven reporting for continuous improvement. The role emphasizes staff development and cross-functional collaboration.

Qualifications

• Two years of college education or equivalent experience.
• Forklift certification, if required at site.
• Flexible scheduling including two closing shifts per week and every other weekend.
• Must have a working phone for communication accessibility.
• Experience in retail and/or production setting.

Responsibilities

• Drive store productivity and sales margins while upholding brand standards.
• Oversee PGFR, seasonal sets, and merchandise on sales floor.
• Manage product rotation to ensure fresh merchandise and availability.
• Support supervision of staff and ensure donation and POS coverage.
• Maintain customer service levels and proper cash controls.
• Enter and review reports data; provide coaching on accuracy and timeliness.
• Analyze data to identify trends and opportunities for improvement.
• Communicate policies, ensure adherence, and address team concerns.
• Maintain a clean, safe, and customer-friendly store environment.
• Develop talent and participate in department projects and change initiatives.

Skills

Customer service

Leadership

Data analysis

Merchandising

Budgeting

Operations

Communication

Problem solving

Staff development

Education

Two years of college or equivalent

Tools

POS systems

Microsoft Excel

Inventory software

Forklift certification

Job description

Goodwill Greater Milwaukee & Chicago is seeking a Customer Experience Manager to oversee the donor and customer journey, drive store productivity, and hit sales and margin targets while upholding brand standards.

You will manage Softline and Front of House operations, PGFR, merchandising, and seasonal sets, ensuring adherence to guidelines and data-driven reporting for continuous improvement. The role emphasizes staff development and cross-functional collaboration.