Job Title: Keyholder 
FLSA Status: Non-Exempt

Supervises: Store Employees
Reports to: Store Team Lead Coach

Revised Date: 1/2024

Mission Contribution: To ensure the efficient and cost-effective operation and stewardship of Goodwill to maximize profitability and increase training opportunities.

Summary: Under the supervision of the Store Team Lead Coach, the Keyholder is responsible for all aspects of operating a Goodwill Store.

Essential Functions

  1. Provides outstanding customer service. 
  2. Under the supervision of the Store Team Lead Coach, the Keyholder trains, develops, supervises, and evaluates team members within the framework of Goodwill policies and procedures and job descriptions. 
  3. Operates the store within budgeted expense to revenue ratios and donor value.
  4. Ensures good stewardship of all donations, through proper handling and processing of incoming donation flow in and out of the store in accordance with Goodwill policies and procedures. 
  5. Under the supervision of the Store Team Lead Coach, the Keyholder schedules/maintains labor and payroll in accordance with Goodwill policies and procedures.
  6. Responsible for image, maintenance, loss prevention, safety, and security of Goodwill in accordance with Goodwill policies and procedures.
  7. Under supervision of the Store Team Lead Coach, the Keyholder is responsible for ordering and maintaining supplies and all other Goodwill property in a secure manner in accordance with the established budget and practices.
  8. Under the supervision of the Store Team Lead Coach, the Keyholder is responsible for:
    • Cash handling
    • Comment cards
    • Monthly Safety Site Inspection
    • Incident/Accident reports
    • Petty Cash and Expense Reports
    • Purchase and supply orders
    • Quarterly PLU Reports and analysis
    • Team Meeting Minutes
    • Weekly Scheduler with two weeks scheduled for all team members.
    • WESA Reports completed in an accurate and timely manner.
    • Work requests (Facility Maintenance and Information Support)
  9. Maintains compliance with Commission on Accreditation of Rehabilitation Facility (CARF) standards.
  10. Keeps informed of product knowledge, industry trends, and competitive pricing through comparative shopping of competitors (e.g., full or discount retail, consignment, and second-hand thrift.)
  11. Performs assigned duties and management responsibilities within the framework of our Guiding Principles:
    • Using data for operational productivity
    • We are committed to providing outstanding customer service.
    • Greeting donors and shoppers within 10 seconds.
    • Maintaining a clean, neat, organized, and safe facility.  The image of the store reflects Goodwill, the manager, and the team.
    • Stocking our store with full and fresh product.
    • All donations should be processed within 24 hours.
    • Avoiding piles-If you have a pile, we have a problem.
  12. Attends in-service and related training as assigned by the Store Team Lead Coach.
  13. May be asked to participate in activities outside of Goodwill.
  14. Performs other duties as assigned by the Store Team Lead Coach.

Minimum Qualifications

  • Minimum of two years of management/supervisory experience in a business (retail) setting preferred.
  • High School Diploma or GED required.
  • Strong leadership, interpersonal, and verbal and written communication skills.
  • Must pass NorthStar test.

Special Requirements

  • Must be available to work when scheduled to meet the needs of the store.
  • Must have a reliable means of transportation.
  • Scheduling:  Must close two nights per week minimum, no more than one weekend off per month and cannot overlap with another member of leadership.
  • Must make a commitment to drug-free workplace culture and policy.

Physical Requirements

  • Able to bend, reach and stand for extensive periods of time and lift up to forty (40) pounds.  May be required to lift heavier goods/items with the assistance of another team member.
  • Able to perform tasks that require repetitive motion, i.e., tagging or hanging clothes.  Manual dexterity is required.

Critical Performance Factors (CPF)

  1. Efficiency (Location vs goal)
  2. Transaction Value (Location vs goal)
  3. Donor Value (Location vs goal)
  4. Sales per Labor Hour vs LY (Location vs goal)
  5. Sales vs Budget (Location vs goal)
  6. Payroll as a Percent of Revenue (Location vs goal)
  7. Budgeted Profit vs Actual Profit (Location vs goal)
  8. Retention (New Hire 90-day retention and annual retention vs LY)
  9. Role Model Worker % of RFT TMs (# of Full Time TMs that are RMW/MA vs non-RMW by %) vs goal
  10. Customer Service (Internal and External)
  11. Image (Goodwill, Team, and Signage)
  12. Change Round up as a % of Transactions (>30% and higher than previous year)
  13. Administration – Performance management/Training (zero overdue)
  14. Reporting-Quarterly Business Unit, Team Meeting Minutes, Safety, Over/Short
  15. Operations – Goodwill Internal Audit metric score
  16. Safety – Goodwill Safety metric score