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 aCustomer Experience Leaderwho 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 experiencewith measurable sales results and team leadership
Proven track recordof creating premium customer experiences in value-oriented environments
Visual merchandising expertisewith portfolio examples of boutique-quality displays
People development experienceincluding 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