Retail Experience Lead: Customer & Donor Success | Flexible

Goodwill Greater Milwaukee & Chicago; Milwaukee (WI); On-site; USD 55,000 - 78,000; Full time

Job summary

Goodwill Greater Milwaukee & Chicago in Milwaukee, WI is seeking a Customer Experience Manager to lead store operations, drive donations value, and meet sales and margin targets while upholding brand standards. You will manage Softline and Front of House activities, PGFR, seasonal sets, and product rotation, while coaching staff and ensuring strong customer service and accurate reporting.

The role requires analytical chops to review data, implement policies, and collaborate with leadership on

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

• Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards.
• Oversees 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, aligned with seasonal sets and overall product availability.
• Supports the oversight of associates and non-exempt leadership providing adequate donation and/or POS coverage. Maintain customer service levels, donation coverage, sufficient flow of new quality product and store environment standards.
• Responsible for customer service experience, donor service, staff productivity, troubleshooting, and proper cash controls with the flexibility to also monitor the production and donation operation as needed.
• Accurately enter report data on time and monitor team s accuracy of data entry and timeliness, providing coaching if necessary.
• Analyze report data and other relevant documentation to identify trends and areas for improvement, providing actionable insights to store leadership.
• Consistently communicate and implement policies and procedures, following up with any team concerns to ensure clarity and adherence.
• Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.
• Recognize individual employee strengths and delegate challenging work assignments to enhance employee satisfaction, development, and overall productivity.
• Leading and Developing Talent: May partner with coworkers to advance their development.
• Project and Change Management: May serve as a team member, or subject matter expert, for formal or department projects. Contributes ideas and helps develop solutions, while balancing demands of project work and routine job responsibilities. Engages effectively in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.
• Problem Solving: Light supervision; works independently. Periodic review of work by manager or direct customer. Researches, analyzes, and evaluates situations and reports on findings. Solves advanced problems.
• Technical Skill: Advanced knowledge of professional principles and skills. Comprehensive knowledge of principles, practices and procedures of particular field of specialization.
• Community Engagement: Champions Goodwill s community engagement initiatives. Aware of Goodwill s community partner organizational and participates in volunteer opportunities as pertains to role and interest. Participates in industry/knowledge groups.
• Responsible for completing other job responsibilities/duties as assigned.

Skills

Customer service

Leadership

Data analysis

Communication

Education

Two years of college education or experience equivalency

Tools

POS systems

Inventory management software

Job description

Goodwill Greater Milwaukee & Chicago in Milwaukee, WI is seeking a Customer Experience Manager to lead store operations, drive donations value, and meet sales and margin targets while upholding brand standards. You will manage Softline and Front of House activities, PGFR, seasonal sets, and product rotation, while coaching staff and ensuring strong customer service and accurate reporting.

The role requires analytical chops to review data, implement policies, and collaborate with leadership on