The Church of Eleven22 Careers

Description

Job Title: Senior Lead - Customer Experience

Ministry/Department: Hope’s Closet Thrift Store - San Pablo

Reports to: Assistant Store Manager - Customer Experience

Status: Full-time, Non-exempt/overtime eligible 

Supervisory Role: Customer Experience team

Objective

Supports in leading the Customer Experience team in partnership with the Assistant Store Manager –Customer Experience. Drives excellence in store execution, team performance and culture. This role sets the standard for exceptional customer service, contributes to sales growth through strong and consistent operational execution and leads by example. This position serves as a minister of the gospel, advancing the vision of The Church of Eleven22® and Hope’s Closet®—to be a movement for all people to discover and deepen a relationship with Jesus Christ.

Key Responsibilities

• Minister of the gospel 
• Share personal testimony and the gospel, actively care for and disciple staff and serve team members through relational engagement and recognition and pray with customers and serve staff
• Support the Assistant Store Manager—Customer Experience in leading the team and executing the store's vision and priorities 
• Assist in leading small and large group huddles, including casting vision and gospel presentation 
• Help lead and cultivate an inspiring team environment by setting goals, celebrating team achievements, casting vision and modeling a proactive work culture 
• Assist in training, developing, coaching and supervising customer experience leads, key holders, associates and serve staff 
• Lead opening and closing procedures 
• Lead daily store operations, including sales floor execution, cash office management, merchandising, replenishment, safety and loss prevention 
• Drive sales and sales strategies through strong execution of operational standards and excellent customer service to customers and donors 
• Meet monthly metrics goals, including but not limited to sales, sales floor metrics, price per unit and serve staff 
• Lead in department scheduling, approving request off's/paid time off 
• Lead merchandising efforts to create a dignified and excellent environment 
• Support and participate in interviews to identify candidates aligned with culture and role expectations 
• Support recruitment and retention efforts for serve staff 
• Assist in onboarding new hires and serve staff to ensure a smooth and consistent experience 
• Support and/or lead donations operations as needed 
• Participate in shared on-call management coverage for Hope’s Closet (rotating with the management team) 

Competencies

• Model Hope’s Closet mission, vision and core values  
• Demonstrated ability to make disciples who make disciples 
• Develop team and leaders through consistent equipping and coaching opportunities  
• Strong, pro-active communication (verbal and written) and interpersonal skills 
• Possess strong organizational, planning and problem-solving skills 
• Ability to cast vision in single and large group environments 
• Ability to adapt to change  
• Ability to maintain strict confidentiality  

Education and Experience

• Two to three years of relevant work experience or volunteer hours, including retail or warehouse experience, preferred 
• Two to three years of leadership experience required 
• Completion of a bachelor’s degree preferred 
• Experience operating cash registers and accurately handling cash transactions required 

Position Type/Expected Hours of Work

This is a full-time, non-exempt position that reports to the Assistant Manager - Customer Experience. Days may vary by week due to the needs of the store and events, and flexibility in scheduling is required to support the needs of the store. Weekend and holiday hours are a must. 

The church has several big events (“All-Skates”) throughout the year to help further the mission of The Church of Eleven22 and Hope’s Closet. We encourage all team members to participate and serve at these events. The stores are closed during these events to ensure the Hope’s Closet team has the opportunity to participate in the spiritual formation of the church.

Our entire staff family is called to action, so that we can continue to be a movement for all people to discover and deepen a relationship with Jesus Christ.

Work Environment

This role operates in a professional retail setting, including the sales floor and warehouse/stockroom areas, with occasional outdoor work in varying weather conditions. The position involves regular use of cash registers, rolling racks, retail fixtures, furniture carts, ladders and dollies. 

Physical Demands

Must be able to stand and walk on concrete surfaces for extended periods; bend, lift, grasp, reach, push and pull materials, navigate uneven surfaces, ladders and stairs and lift up to 50 lbs. Must also have the ability to work efficiently in a fast-paced environment. 

Code of Conduct

1. We live authenticity
2. We are gospel-centered and mission-focused
3. We are family
4. We are lifelong learners
5. We aim for excellence in the experience with zero excess
6. We choose to trust
7. We pray 1st and decide 2nd
8. We glorify God by honoring others
9. Our team unites under clear vision
10. We walk in humble confidence

EEO Statement

Hope’s Closet provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, age, sex, national origin, disability status, genetics, protected veteran status or any other characteristic protected by federal, state or local laws. Hope’s Closet reserves the right to discriminate on the basis of religion to the full extent permitted by law.