Assistant Store Leader, Customer Experience & Outreach

Job Summary

The Assistant Store Leader – Customer Experience & Outreach is responsible for leading sales and service programs, training and coaching associates, and implementing engagement initiatives that boost customer acquisition, retention, and loyalty.

About the Role

Drives sales and engagement through hands-on leadership and a passion for delivering results. Oversees key programs like Design Services, Trade, Registry, and in-store events, ensuring operational excellence and a consistent, elevated store experience.

Responsibilities

• Manage and delegate workload, ensuring execution of plans and strategies across the store and in 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, train, recognize, and manage all aspects of performance and development for all store associates to encourage professional growth and build a bench of talent.
• Promote and drive sales as the Leader on Duty (LOD), collaborating with the Store Leader and other 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, setting expectations and modeling excellent service.
• 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 updated on store initiatives and share relevant communications with associates.

Requirements

• 2+ years of customer service or retail leadership experience.
• Experience with Microsoft Office, Google applications, computer systems, and tablet devices.
• Full-time availability to work flexible hours on weekdays, evenings, and weekends.

Qualifications

• Strong sense of personal style with a discerning eye and passion for design and home furnishings.
• Strong communication, interpersonal, and problem-solving skills.
• Proven ability to build a culture focused on success and teamwork.