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Key Lead – Miami
Confirmed live in the last 24 hours
Miami, FL, USA
Experience Level
  • 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 preferred
  • Prior experience, in an advisory or sales capacity, within the beauty/skincare space is preferred
  • 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

201-500 employees