Summary
the key leader role is an essential part of the store leadership team, impacting sales‐floor team members and guest (i.e., customer) experience every day. Key leaders are responsible for leading by example and providing support to educators, facilitating an outstanding guest experience in the store, and overseeing all operations of the retail floor. They leverage key performance indicators and metrics to prioritize responsibilities while adapting to day‐to‐day business adjustments and challenges.
key responsibilities leadership and people management
* support ongoing learning and development of team members by providing direct feedback, coaching, mentoring, and career‐path guidance, and addressing performance concerns.
* provide team members with recognition, gap assessment, and overall performance documentation to support and reinforce career and personal growth.
* develop, maintain, and disseminate product and general company knowledge through appropriate communication channels.
guest experience
* provide sales‐floor leadership to team members, including planning coverage and making decisions to maintain efficiency and effectiveness of sales‐floor operations.
* support team members (e.g., leading by example or coaching) to ensure a great guest experience that values guests' time, including assessing guest needs, providing technical product education, and supporting in‐store transactions and omnichannel programs (e.g., buy online/pickup in store, phone sales, and ship from store).
* interact with and assess guests' unique needs to provide customized, effective purchase and return solutions and support.
* articulate the value and benefit of the product through technical product education.
* resolve guest feedback and address concerns or escalations to make it "right" for guests.
* move dynamically on the floor to assess and fulfill the needs of the business, team, and guests.
working with others
* contribute to a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive and engaging experience for all team members and guests.
* establish supportive and productive relationships with all team members.
* collaborate with team members to ensure optimal guest experience and support store operations.
operations
* review business data and metrics to evaluate progress toward goals and determine if adjustments are warranted.
* open and close the store in accordance with the opening and closing checklists.
* manage product presentation tasks (e.g., put items back in place, restock or add depleted items from inventory, destock or relocate items) according to company standards.
* assign educators cleaning tasks as needed throughout the shift to maintain the luxury environment of the store.
* ensure team uses in‐store technology to support store operations and provide positive guest experiences.
* understand and adhere to people safety policies and procedures to maintain a safe work environment.
* perform work in accordance with applicable policies, procedures, and laws or regulations.
budget responsibility
* not applicable
people management
* team lead role indirectly responsible for a subset of store employees on the floor or as delegated by the store manager.
key skills and core values
* inclusion and diversity: create and support an inclusive environment that values and celebrates differences.
* integrity/har honesty: conduct oneself honestly, fairly, and ethically.
* guest experience: enjoy working and connecting with guests, understanding and helping them.
* collaboration and teamwork: work productively with others, support them to achieve goals, seek diverse perspectives and partnerships.
* leadership: be capable and eager to lead, influence, and inspire others; motivate, empower, develop, and guide people while they work.
* open communication: be willing to share concerns openly and constructively.
* decision making: use logic and reasoning to evaluate alternatives and make timely and effective decisions.
position requirements eligibility
* must be legally authorized to work in the country where the store is located.
* must be 18 years of age or older.
* must provide proof of work authorization and evidence of relevant local statutory requirements (emea only).
* must be able to travel to the assigned store using personal transportation.
availability
* willing to work a flexible schedule that includes evenings, weekends, and holidays.
other willingness requirements
* willing to work as part of a team and also complete tasks independently.
* willing to move throughout the store for most of the shift to assist guests and perform work.
* willing to move boxes weighing up to 30 pounds (13.6 kg).
* willing to work in an environment with bright lights and loud music.
desired qualifications (active labor)
* education: high‐school diploma, ged, or equivalent.
* education: bachelor's degree or equivalent.
* experience: one year of experience in sales/retail leadership (supervisor or people‐management experience not required).
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