Key Leader

Job Summary

The Key Leader role is an essential part of the store leadership team, impacting salesfloor 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. Key Leaders leverage key performance indicators and metrics to prioritize responsibilities while adapting to day-to-day business adjustments and challenges.

Key Leaders are described in both Spanish and English in the source material:

Resumen de trabajo

El rol de líder clave es una parte esencial del equipo de liderazgo de la tienda, y afecta a los miembros del equipo de la planta de ventas y a la experiencia de los huéspedes (es decir, los clientes) todos los días. Los líderes clave son responsables de predicar con el ejemplo y brindar apoyo a los educadores, facilitar una excelente experiencia para los huéspedes en la tienda y supervisar todas las operaciones del piso minorista. Los líderes clave aprovechan los indicadores y métricas clave de desempeño para priorizar las responsabilidades mientras se adaptan a los ajustes y desafíos comerciales diarios.

Job Summary (English)

The Key Leader role is an essential part of the store leadership team, impacting salesfloor 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. Key Leaders leverage key performance indicators and metrics to prioritize responsibilities while adapting to day-to-day business adjustments and challenges.

Key Responsibilities of the Job

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 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 (i.e., Customer) Experience

• Provide salesfloor leadership to team members, including planning salesfloor coverage and making decisions to maintain efficiency and effectiveness of salesfloor operations.

• Support team members (e.g., leading by example or coaching) with ensuring a great guest experience that values guests’ time, including assessing guest needs, providing technical product educations, and supporting in-store transactions and omnichannel programs (e.g., buy online/pickup in store, phone sales, and ship from store options).

• Interact with and assess guests’ unique needs to provide customized, effective purchase and return solutions and support.

• Provide technical product education by articulating the value and benefit of the product.

• Resolve guest feedback and address guest 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 opening and closing checklists.

• Manage tasks of merchandising (e.g., restocking items, replenishing or moving out of stock to the floor from inventory, removing stock or relocating items) according to company standards.

• Assign Educators cleaning tasks as needed during the shift to maintain a luxury store environment.

• Ensure the team uses store technology to support store operations and deliver positive guest experiences.

• Understand and comply with people safety policies and procedures to maintain a safe working environment.

• Perform work in accordance with applicable policies, procedures, laws or regulations.

Budget Responsibility

• Not applicable

People Management

• Role of team leader, 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: creates/ supports an inclusive environment that values/celebrates differences

• Integrity/Honesty: acts honestly, fairly, and ethically.

• Guest Experience: enjoys working and connecting, understanding and helping guests.

• Collaboration and Teamwork: works productively and supports others to achieve their goals; seeks diverse partnerships and perspectives

• Leadership: capable and willing to lead, influence and inspire others; motivates, empowers, develops and directs people while they work.

• Honest Communication: willing to share concerns openly and constructively (i.e., speaks candidly)

• Decision Making: uses logic and reasoning to evaluate alternatives and make effective and timely decisions.

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 have evidence of Right to Work and verification of local legal requirements (EMEA only).

• Must have the ability to travel to the assigned store by own transportation.

• Availability

• Willing to work a flexible schedule including evenings, weekends, and holidays.

• Other Willingness Requirements

• Willing to work as part of a team and also complete tasks independently.

• Willing to move around a store during most of the shift to assist guests and complete 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.

Experience

• Work experience

• Assets (not required)

• Education: high school diploma, GED or equivalent

• Education: Bachelor's degree or equivalent

• Experience: 1 year of leadership experience in retail sales (not required to supervise or manage people)