INACTIVE
Full-Time
Key Lead – Soho
Creates inclusive, customer-focused beauty products
Consumer Goods
Senior
New York, NY, USA
Requirements
- Support an employee culture that is driven by our people-first employee experience philosophy
- Deeply understand, embody, and model Glossier's mission, vision and values: Devoted to the Customer, Inclusive, Curious, Courageous, Discerning, and Results-Driven
- Support an inclusive and equitable work environment and uphold our Code of Conduct and commitment to a work environment that is free from discrimination, harassment, bullying, and intimidation
- Liaise with the store's leadership team to maintain clear, open, and ongoing communication as it relates to positive and/or developmental feedback on the store team or any other operational observations
- Participate in the store's recognition initiatives, in partnership with the store's leadership team, supporting a work environment of collaboration, camaraderie, and fun- joy is our language!
- Serve as a deeply knowledgeable resource of our product philosophy and portfolio as well as our operational standards of excellence to the store team
- Manage coverage needs on a daily basis (meal breaks, rest periods) as well as completing the Editor Zone Charts
- Lead team communication through shift meetings (morning or afternoon “huddles”), sharing relevant information as needed (business goals, HQ updates, store news, etc.)
- Model and coach Glossier's customer experience principles, ensuring consistently memorable and inspiring customer and employee experiences
- Spend 100% of your time on the sales floor and/or BOH areas as assigned, working directly with customers and the store team
- Active participation in the Host of the Party (HOP - Manager on Duty/MOD) program
- Serve as an added resource to the store team when customer matters arise requiring leadership support
- Assist the store team with any ad hoc customer accommodations (e.g., returns/exchanges, guest recovery accommodations, etc.)
- Recognize and reinforce excellent customer service interactions and facilitate a “best practice” resource library to be incorporated into training
- Ensure all operational standards are upheld (e.g., visual merchandising, store cleanliness, safety processes, etc.)
- Deeply knowledgeable of business KPIs and responsible for reinforcing communication to the team in a fun and engaging manner
- Responsible for opening and closing duties at the beginning and/or end of the business day, setting the store up for success
- Serve as an extension of the leadership team when managing ad hoc vendor requests, liaising with leadership as needed
- Deliver on Glossier's unique retail experience philosophy, optimizing first and foremost for excellence in customer experience, while demonstrating an understanding of ultimate financial impact
- Support the efforts of building connections within the community, in partnership with the Associate Store Director(s), to strengthen opportunities to network and create new local partnerships for potential events, etc
- 3+ years of supervisory experience in a fast-paced retail, customer service, or hospitality environment is required
- Prior experience, in an advisory or sales capacity, within the beauty/skincare space is required
- Experience in promoting and supporting a people-first employee culture, fostering an engaging, welcoming, and inclusive environment
- Demonstrated ability to show empathy and understanding, while still driving action, and ability to employ outstanding communication practices that are ongoing, clear, and structured
- Proven ability to motivate and inspire teams, maintaining high levels of engagement and strong employee morale
- Desire and willingness to roll up your sleeves and jump in when the situation requires it
- Passion for building exceptional, detail-oriented, customer and employee experiences
- Ability to work a flexible schedule, including evenings, weekends, and holidays required
- Skilled in executing customer service and operational efficiencies a plus
Glossier, Inc. stands out as a leading beauty company due to its commitment to inclusivity, customer devotion, and discerning product development. The company's culture fosters curiosity and courage, empowering employees to contribute to the growth of a community-centric brand. Moreover, Glossier's competitive edge lies in its strategic bundling of products, offering customers an 11% discount, which not only drives sales but also enhances customer loyalty.
Company Stage
Series E
Total Funding
$300.8M
Headquarters
New York, New York
Founded
2014
Growth & Insights
Headcount
6 month growth
↑ 1%1 year growth
↑ 12%2 year growth
↑ 27%INACTIVE