Customer Experience Manager

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.