Description:
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.