How this Role Supports our Mission of Elevating People by Eliminating Barriers to Employment

While receiving leadership development, support and guidance from the Store Team Leader, the

Customer Experience Team Leader (CETL) will advance our mission by leading and coaching people while 

managing processes in the area in which they are assigned. This role oversees the sales floor and 

merchandising process, ensuring proper stewardship of all donations and creating a customer-centric 

experience for our shoppers. The CETL is also responsible for executing standard operating procedures, 

standard work, and achieving system metrics while serving as a positive role model for team members 

and ensuring all activities are performed in a manner that is consistent with the mission, vision, values,

and brand of Goodwill NCW.

Key Responsibilities:

• Provides day-to-day leadership and coaching for team members and people with different 

abilities working on the sales floor.

• Leads all team members by properly training, coaching, developing skills and holding team 

members accountable. May support Store Team Leader in creating SMART Goals and action 

plans for team members. 

• Assists recruitment and selection process of team members by interviewing and selecting 

applicants that support our mission, values, and guiding principles. Ensures all Customer 

Experience Team Members are successfully onboarded. 

• Utilizes financial reports to drive results and responsible for meeting customer experience goals.

• Maintains a neat, clean, organized (NCO) sales floor that includes executing safety standards 

and all company policies and procedures. 

• Effectively and efficiently manages a broad range of store activities including execution of the 

zoning of cashier/ merchandisers, and store opening and closing procedures.

• Manages change through effective planning, communication, and coaching.

• Ensures good stewardship of all donations and transfers, through proper handling and 

processing of incoming product flow.

• Maintains a consistent presence throughout sales floor, engaging and seeking feedback from 

team members to determine opportunities for process improvement. 

• Communicates with store leadership team and team members in a way that promotes an 

effective and consistent flow of information throughout the store. Demonstrates candor and 

openness when discussing business initiatives. 

• Supports Goodwill’s mission through employment and training of people with different abilities. 

https://goodwillncw.org/jobs/