Retail Lead

Position Type Full Time Category Retail

POSITION SUMMARY: The Retail Lead assists in store operations by overseeing tasks related to excellent customer service, efficient register operations, and attractive merchandising. In the absence of other store management, they are responsible for all aspects of running the sales floor. They provide leadership to associates, and performance expectations are higher based on additional knowledge, skills, and abilities. The Retail Lead supports Goodwill's Mission by efficiently generating the revenue that supports the various programs offered to the communities we serve.

ESSENTIAL DUTIES AND RESPONSIBILITIES :

The following duties are representative of the essential functions of the position. Other duties may be assigned as operational needs require.

• Ensures that each customer receives excellent service by providing a friendly and clean environment. Ensures that all aspects of excellent customer service (including greeting, offering assistance, and showing appreciation for every customer) are consistently performed by retail staff, coaching when needed.
• Trains and may directly supervise retail associates and program participants.
• Provides input to the store manager regarding employee performance as needed.
• Accurately performs all basic register procedures (ringing up transactions, collecting payments, etc.) as well as manager functions, including opening, verifying start funds, closing and counting down registers, creating deposits, etc.
• Ensures tills and deposits are properly secured.
• Performs cash pick-ups as needed. Maintains proper cash controls in accordance with company policies and procedures.
• Completes necessary departmental and store paperwork.
• Ensures that product flow (from production to the sales floor) is operating smoothly. This includes the product being quickly and correctly added to shelves, racks, etc.
• Ensures that product rotation (older product being removed from the sales floor) is consistently and accurately maintained.
• Ensures that fitting rooms are properly maintained (rooms are clean, go-backs are put away promptly, etc.).
• Ensures that front-end cleaning/organization tasks are completed to standard by all assigned staff.
• Works various shifts, including weekends as assigned.
• Ensures highest level of professionalism and uses best practices in the leadership of store personnel.
• Resolves minor personnel issues in a professional, effective manner.
• Safeguards company equipment and property, including donated goods. Reports any incident of damage, misuse, theft, fraud, waste, or unauthorized possession of company property.
• Communicates effectively and appropriately with all levels of store leadership.

Store Level Assignment

Retail Lead levels (RL I & II) are determined by the volume, staffing, and operational complexity of the assigned store. All Retail Leads are expected to perform the full scope of responsibilities outlined in this job description.

The assigned level reflects the scale and complexity of the store environment and aligns with established pay bands within the HRIS system. It does not represent differences in core job duties or decision-making authority.

Education and/or Experience, Technical Skills:

• Proven experience in retail sales, preferably in a supervisory or team lead role.
• Experience overseeing daily store operations, including inventory management, merchandising, and staff supervision.
• Strong background in training, coaching, and motivating a diverse team to meet sales and operational goals.
• Familiarity with loss prevention, safety protocols, and adherence to company policies.
• Demonstrated ability to handle customer issues, manage schedules, and ensure a high level of store performance.

Knowledge, Skills, and Abilities

• Ability to understand and follow written and verbal instructions.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Experience working with diverse populations.

Work Environment & Physical Demands

• Work regularly involves standing, walking, bending, lifting, and operating warehouse equipment.
• Exposure to outdoor weather, dust, fumes, animal hair, moving machinery, and varying noise levels.
• Safety gear (e.g., shoes, gloves, eye protection) may be required.

Qualification Requirements :

• Must pass a drug screen.
• A criminal background check is required; consideration will be given to applicants with criminal histories in accordance with applicable law.
• Ability to perform all essential functions with or without reasonable accommodation.