Assistant Store Leader, Customer Experience & Outreach

About the role

Strategic and service‑driven, the Assistant Store Leader – Customer Experience & Outreach drives sales and engagement through hands‑on leadership and a passion for delivering results. The role leads sales and service programs, trains and coaches associates, and implements engagement initiatives that boost customer acquisition, retention, and loyalty. It oversees key programs such as Design Services, Trade, Registry, and in‑store events, while analyzing KPIs, managing customer feedback, and maintaining brand standards to ensure operational excellence and a consistent, elevated store experience.

Responsibilities

• Lead sales and service programs, train and coach associates, and implement engagement initiatives that boost customer acquisition, retention, and loyalty.
• Oversee performance of Design Services, Trade, Registry, and in‑store events to drive traffic, conversion, and long‑term relationships.
• Analyze key performance indicators, manage customer feedback, and maintain brand standards to ensure operational excellence.
• Manage scheduling, expenses, and safety awareness while driving kitchen and Registry business through proactive outreach and events.
• In collaboration with the Store Leader, manage and delegate workload and ensure execution of plans and strategies across the store and assigned area.
• Partner with the Store Leader to establish and communicate critical metrics and expectations, including sales, visual, operations, safety, loss prevention, human resources, payroll/scheduling, and training.
• Coach, teach, train, recognize, and manage performance and development for all store associates to encourage professional growth and build a bench of talent.
• Act as Leader on Duty, focusing on promoting and driving sales.
• Collaborate with the Store Leader and other functional Assistant Store Leaders during new season planning and execution.
• Analyze results through reporting, translating numbers into actionable behaviors and goals to improve KPI results.
• Ensure all customers receive gracious, quick, and efficient service; model excellent service with a positive attitude and enthusiasm.
• Communicate regularly with the management team regarding sales, customer feedback/traffic, and associate training/performance.
• Participate in weekly store walk‑throughs with the management team and follow up as required.
• Stay up to date on all store initiatives and communications, sharing relevant information with associates.

Qualifications

• 2+ years of customer service or retail leadership experience.
• A discerning eye for personal style and a passion for design and home furnishings.
• Strong communication, interpersonal, and problem‑solving skills.
• Strong delegation skills to support execution and drive results.
• Proven ability to build a culture focused on success and teamwork.
• Experience with Microsoft Office, Google applications, computer systems, and tablet devices.

Schedule

Full‑time role with open availability to work flexible hours on weekdays, evenings, and weekends.