Bench Customer Experience Manager

Location: Evanston Store, 1916 Dempster St Ste B, Evanston, IL 60202, USA Description The Customer Experience Manager (CEM) is responsible for overseeing the customer and donor experience, driving store productivity, and ensuring the achievement of sales and margin targets while maintaining brand standards. This role includes managing Softline's Front of House operations (shopper track, cash office functions), Purchased Goods for Resale (PGFR), merchandising, and seasonal sets. The CEM will ensure that all merchandise, including PGFR, 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 stores 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 to 2 years. Principal Duties Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards. Oversees Purchased Goods for Resale (PGFR), seasonal sets, and merchandise on sales floor, ensuring adherence to company brand standards. Oversees 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. Maintains 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. Monitors the sales floor as needed. Accurately enters report data on time and monitors the team’s accuracy of data entry and timeliness, providing coaching if necessary. Analyzes report data and other relevant documentation to identify trends and areas for improvement, providing actionable insights to store leadership. Consistently communicates and implements policies and procedures, following up with any team concerns to ensure clarity and adherence. Regularly monitors the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer‑friendly environment. Recognizes individual employee strengths and delegates challenging work assignments to enhance employee satisfaction, development, and overall productivity. Leads and develops talent, partnering with coworkers to advance their development. Acts as a team member or subject matter expert for formal or department projects, contributing ideas, developing solutions, and balancing project and routine job responsibilities. Performs problem solving under light supervision, researching, analyzing, evaluating situations, and reporting findings to solve advanced problems. Demonstrates advanced technical skill with comprehensive knowledge of professional principles, practices, and procedures relevant to the specialty field. Champions Goodwill’s community engagement initiatives, participates in volunteer opportunities as relate to the role, and engages in industry or knowledge groups. Completes other job responsibilities and duties as assigned. Requirements Two years of college education or experience equivalency, and a minimum of 5 years experience. Forklift certification, if required at site. Work a varied schedule and flexible hours; at least two closing shifts per week and every other weekend as scheduled. Additional nights and weekend shifts may be required to meet business needs. Must have a working phone that allows for communication accessibility. Experience in retail and/or production setting. Core Cultural Competencies Customer Focus: Anticipates and meets customer needs, seeking ways to improve service, internalizing feedback, and following up to solve problems with innovative ideas. Values Differences: Seeks out diverse perspectives, works effectively with others of different backgrounds, and challenges stereotypes or offensive comments. Communicates Effectively: Shares information and updates clearly and professionally through reports and documentation. Situational Adaptability: Demonstrates flexibility and monitors approaches for needed changes. Drives Results: Shows determination and ownership to complete tasks, sets high standards, and achieves meaningful results. Ensures Accountability: Takes responsibility for successes and failures, monitors progress, and follows through on commitments. Physical/Sensory Demands Regularly lifts and/or moves up 10 pounds, frequently up to 20 pounds, occasionally up to 50 pounds. Moves about to accomplish tasks. Can stoop, kneel, crouch, or crawl to retrieve objects. Requires reaching up or down. Staff may be exposed to weather conditions, human blood, body fluids, or tissue. Must be aware of hazards such as proximity to machinery, moving vehicles, electrical currents, chemicals, or high places. Required to stand for extended periods, hear and respond to warning devices, provide vision for computer keyboard use, assess store operations, and travel as required. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr Amazinggoodwill