Customer Experience Leader at ZABS Place

Are you driven to craft transformative shopping journeys that blend boutique elegance with heartfelt social impact?   At ZABS Place, we're a thriving thrift boutique and empowerment hub for young adults with special talents, where every purchase uncovers hidden potential in our treasures, our team, and our community.   We're seeking a Customer Experience Leader who can elevate our already exceptional standards and build lasting relationships with our discerning customer base.   Nestled in vibrant downtown Matthews, we're seeking a visionary Customer Experience Leader to inspire our team in delivering curated, inclusive experiences that resonate with savvy, values aligned shoppers.   About Us ZABS Place isn't your typical thrift store; it's a boutique haven offering designer finds at 80% off retail, while providing life-changing training and employment for young adults with intellectual and developmental differences. Our mission? To reveal untapped potential, fostering a sustainable, community-focused space where shopping supports empowerment, sustainability, and joy. We attract quality-conscious shoppers who appreciate a personalized curated experience as well as mission-driven buyers who see their purchases as catalysts for positive change. We're eager to create loyal connections through exceptional service and meaningful impact.   What You’ll Do You'll be the architect of experiences that turn first-time visitors into ZABS Ambassadors. This isn't just about managing a store—it's about curating a destination that consistently exceeds the expectations of customers who have premium tastes but love smart shopping.   Core Responsibilities:   Experience Architecture Design and implement customer journey strategies that convert browsers into buyers and buyers into fans Create systems that ensure every interaction reinforces our boutique positioning and mission impact Develop personalized service standards that build the deep customer relationships our regulars enjoy   Merchandising Excellence Curate displays that rival high-end boutiques while maintaining the excitement of second-hand discovery Train team members to identify and highlight premium items that meet our quality positioning Implement visual merchandising standards that immediately communicate value and sophistication   Performance Leadership Drive revenue growth through strategic customer relationship management Analyze customer segments (from frequent regulars to high-value splurgers) to optimize their experience Meet and exceed sales targets while maintaining our mission-first culture   Team Development & Inclusion Lead with empathy while maintaining high performance standards Mentor young adults with developmental differences, helping them build customer service skills and confidence Foster an inclusive environment where every team member can contribute to customer excellence   Operational Excellence Manage inventory flow to ensure consistent quality and fresh selection Solve complex customer service challenges with creativity and grace Maintain boutique-level organization and presentation standards   What We're Looking For:   Experience 2+ years retail management experience with measurable sales results and team leadership Proven track record of creating premium customer experiences in value-oriented environments Visual merchandising expertise with portfolio examples of boutique-quality displays People development experience including coaching, feedback delivery, and inclusive leadership practices   Qualities Emotional intelligence: Build authentic connections with diverse customers and team members Customer psychology: You know how to make customers feel special while they save money Mission alignment: Genuine passion for inclusive employment and community impact Adaptive leadership: Thrive in dynamic environments while maintaining consistently high standards Solution oriented: See challenges as opportunities to innovate and improve     Bonus Experience Experience with retail, boutique operations, or high end customer service Background working with individuals who have intellectual and developmental differences or in inclusive environments Inventory management Community engagement or non-profit sector familiarity   Why This Role Matters Shape a unique retail concept that's disrupting traditional thrift store expectations while building a sustainable business model. Support young adults with intellectual and developmental differences as they gain confidence, develop skills, and build careers while customers discover amazing finds and support a meaningful cause. Lead innovation at the crossroads of retail excellence and social impact—a rapidly growing sector with significant opportunities for advancement. Become known as the leader who elevated ZABS Place to new heights while staying true to its mission and values.   Ready to Lead Something Special? If you're passionate about retail excellence and believe that everyone deserves exceptional experiences, we want to meet you.     Click To Apply!!