Retail Lead

Job Summary

The Retail Lead supports daily retail operations by promoting excellent customer service, efficient front-end operations, and a welcoming shopping environment consistent with HOT Goodwill’s mission and values.

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.

Key Responsibilities

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

Customer & Donor Experience

• Ensures excellent customer service is consistently provided to shoppers and donors by fostering a clean, welcoming, and supportive store environment.
• Coaches retail associates to consistently demonstrate customer service standards, including greeting customers, offering assistance, and expressing appreciation to shoppers and donors.
• Supports a positive shopping experience by assisting with customer concerns and escalating issues appropriately when needed.

Front-End Operations & Cash Handling

• Accurately performs register transactions and front-end operational procedures including opening and closing registers, verifying start funds, preparing deposits, and maintaining proper cash controls.
• Ensures tills, deposits, and company assets are properly secured in accordance with company policies and procedures.

Store Operations & Merchandising

• Supports efficient product flow from production to the sales floor to maintain merchandising and operational standards.
• Ensures merchandise rotation, recovery, fitting room organization, and front-end cleanliness standards are consistently maintained.
• Assists in maintaining merchandising standards, organization, signage, and overall store appearance.
• Helps identify operational concerns and communicates opportunities for improvement to store leadership.

Team Leadership & Workforce Support

• Supports the training, coaching, and daily guidance of retail associates and program participants in partnership with store leadership.
• Provides feedback to store leadership regarding employee performance, customer service, and operational effectiveness.
• Models professionalism, accountability, and respectful communication in all interactions consistent with HOT Goodwill’s values.
• Works various shifts, including evenings and weekends, as assigned.

Compliance & Reporting

• Completes assigned operational and departmental paperwork accurately and timely.
• Safeguards company equipment and property, including donated goods. Reports incidents involving damage, misuse, theft, fraud, waste, or unauthorized possession of company property.
• Communicates effectively and appropriately with all levels of store leadership.
• Performs other duties as assigned consistent with operational needs and HOT Goodwill’s organizational goals.

Supervisory Duties

The Retail Lead provides day-to-day operational support and workflow guidance to retail associates and program participants in partnership with store leadership.

Leadership Competencies

Leadership Competency	Team, Departmental, Corporate Leader
OUR TEAM
Emotional Maturity and Respect	Thinks about how their actions affect others and acts accordingly. Manages personal emotions and escalates sensitive issues to the appropriate level of management.
Integrity	Can be counted on and trusted; models professional ethics by acting honestly and with consistency.
Capacity for Change and Innovation	Open to new ideas and ways of doing things; contributes ideas collaboratively to improve processes or programs.
Interpersonal Skills	Builds relationships and works well with others; listens to understand and responds appropriately.
Commitment to Development and Empowerment of Self and Others	Completes required training and pursues continuous growth on the job; supports others in becoming self-sufficient and reaching their potential.
OUR COMMUNITY
Commitment to Goodwill’s Mission, Vision, and Values	Actions are consistent with Goodwill’s Mission, Vision, and Values. Reinforces mission and values with team members and the community.
Commitment to Diversity, Equity, and Inclusion	Works effectively with people of different backgrounds, experiences, and perspectives. Champions inclusion in the store environment.
Community and Service	Demonstrates genuine interest in helping others and making a difference in the community through day-to-day work.
OUR GROWTH
Commitment to Excellence and Customer Service	Consistently meets goals and delivers outstanding service to customers, donors, and program participants.
Business Acumen	Makes sound decisions by interpreting information accurately and applying learning effectively across situations.
Stewardship and Accountability	Takes care of company property and takes responsibility and ownership of personal actions and outcomes.