The Outlet Customer Experience Manager is responsible for overseeing the customer experience, driving outlet productivity, and ensuring the achievement of sales and margin targets while maintaining brand standards

RESPONSIBILITY LEVEL:

The Outlet Customer Experience Manager is responsible for overseeing the customer experience, driving outlet productivity, and ensuring the achievement of sales and margin targets while maintaining brand standards. This role includes managing the sales floor, Front of House operations (shopper track, round up cash office functions), line cues, and table merchandising standards. The OCEM will ensure that all merchandise adheres to company brand guidelines and meets customer expectations. Conducts research, evaluates data, and reports on findings, supporting the development and implementation of policies, procedures, and programs. Has familiarity with the Retail outlet operations budget, may provide input into spending decisions, particularly as pertains to vendors, systems, and projects. Typically works on projects and initiatives that span 12 months 2 years.

PRINCIPAL DUTIES:

1. Oversee the outlet associates and non-exempt outlet leadership providing adequate sales floor and/or POS coverage. Maintain customer service levels, sufficient flow of new quality product and outlet environment, and cleanliness standards.

2. Oversees product rotation to ensure a continuous flow of new merchandise on the sales floor. Monitor back room and production as needed.

3. Implement accurate operating procedures to attain maximum productivity and quality standards.

4. Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.

5. Communicates and assists in the coordination of activities between the warehouse, store and transportation department to safely and efficiently meet the needs of the operation.

6. Accurately enter report data on time and monitor team s accuracy of data entry and timeliness, coaching if necessary.

7. Analyze report data and other documentation with the ability to share insight and submit action plans to leadership.

8. Maintain facility-wide safety standards and sales floor cleanliness, ensuring the sales floor is free of debris and misplaced items.

9. Consistently communicate and implement policies and procedures, addressing any concerns from the team. Responsible for completing other duties/responsibilities as assigned.

10. Leading and Developing Talent: May partner with coworkers to advance their development.

11. 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.

12. 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.

13. Technical Skill: Advanced knowledge of professional principles and skills. Comprehensive knowledge of principles, practices and procedures of particular field of specialization.

14. 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.

15. Responsible for completing other job responsibilities/duties as assigned.

REQUIREMENTS:

1. Two years of college education or experience equivalency, and a minimum of 5 years experience.

2. Forklift certification as well as ability to operate heavy machinery.

3. Experience in a warehouse, production, retail and/or logistics setting

4. Ability to work flexible schedule as business warrants; including nights and weekends. Must have a working phone that allows for communication accessibility.

CORE CULTURAL COMPETENCIES:

1. Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internalize customer feedback, and follow up with customer to ensure problems are solved by providing innovative ideas to meet their future needs.

2. Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating. Challenge stereotyping or offensive comments.

3. Communicates Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.

4. Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.

5. Drives Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.

6. Ensures Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.

PHYSICAL/SENSORY DEMANDS:

Regularly lifts and/or moves up 10 pounds, frequently lifts and/or moves up to 20 pounds, occasionally lifts and/or moves up to 50 pounds. Moves to accomplish tasks. Lift: Raises objects from lower to higher position or moves objects horizontally. Stoop, kneel, crouch, or crawl: Positions self to retrieve objects. Reach: Extending upwards or downwards to retrieve objects. Workers are subject to weather conditions (hot, humid, dry, cold, etc.). Workers are subject to human blood, body fluids, or tissue. Workers are subject to hazards: proximity to dangerous machinery, moving vehicles, electrical currents, chemicals, or high places. Required to stand for long periods of time, required to hear and respond to warning devices on equipment, vision Required for while using computer keyboard and work with written and electronic information and to assess store and warehouse operations.

When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the rage for their role and compensation decisions are dependent on facts and circumstances of each case.

Certain roles are eligible to participate in an incentive plan. Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change.

In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and more. The specifics of each benefit package will vary depending on factors such as full or part time jobs, contracted, temporary, or other job categories.

Equal Opportunity Employer

(SEW)