Lead Bridal Boutique Stylist

About the role

The Lead Stylist at David’s Bridal is responsible for providing and maintaining a positive, empathetic, and professional service, interaction with all customers to ensure 5-Star Customer Service. This role is a developmental role for advancement to the Sales Manager.

Responsibilities

• Welcome all customers with enthusiasm over the phone, virtual chats and in person, communicates clearly and concisely adapting style to suit customers.
• Clearly and concisely adapt style to suit customers by problem solving, excellent phone skills and resolving conflict.
• Use all systems to manage the customer flow to deliver 5-Star Customer Experience.
• Responsible for providing 5-Star Customer Service to multiple customers at one time and contributes to the store achievement customer service metrics.
• Proactively address customer concerns with confidence. Know when to escalate and partner with leadership team.
• Prepares for customer appointments by reviewing the customer profiles, favorites and preparing fitting room.
• Buils a relationship by welcoming customers to the store, asking questions and listening to understand customer expectations and needs (emotional and practical).
• Strives to identify the perfect gown/dress in the customer’s first three try-ons.
• Sets future appointments aligning to customer needs; follows up with customers to remind/set future sales.
• Promotes all Alterations services and personalization options. Partners with Alterations Specialists to set up appointments to personalize and fit gowns/dresses.
• Aids store team in achieving a goal of 80% conversion of brides sold to Alteration’s appointments.
• Ensures proper measurements are taken and entered into each event as required for ordering dresses and minimize returns and exchanges.
• Supports sales and service by performing elements of floor management role when directed.
• Maintains store-standards (clean, organized, promotional readiness) to support a flawless shopping experience.
• Reports any broken or damaged equipment to store management.
• Offers David’s Bridal loyalty & partners program to support and promote one stop for all life events.
• Analyzes & Decision Making
• Responds promptly to all customer questions providing product and service information.
• Builds relationships to meet or exceed customer satisfaction and loyalty.
• Ensures accurate cash handling procedures.
• Returns/exchanges are completed per policy and procedure.
• Business acumen: knowledgeable of internal business end-to-end processes and priorities.
• Managing Performance
• Works to achieve all daily, weekly, and monthly routines while planning time effectively.
• Maintain David’s Bridal hourly sales productivity standards by utilizing the 5-Step Selling Process.
• Supports all Cash Wrap behaviors and processes transactions with accuracy to make every customer feel celebrated.
• Maintains knowledge of and follows procedures for special order dresses.
• Consistently achieves a 65% or greater platform conversion.
• Consistently achieves add-on goals, headpiece 75%, foundations 10% and shoes 20%.
• Sets come back appointments for the complete wedding party including Bridesmaids, Mother-of-the-Bride and Flower Girl.
• Becomes the trusted advisor to their customer by completing training in a timely manner and continually building product knowledge and fashion trend expertise.
• Strives to become a Circle of Excellence member by exceeding sales targets.
• Managing Change
• Executes new processes, behaviors, contests, and programs as assigned.
• Performs duties and tasks as assigned by store management including: Promotion and sign set up, Merchandising and visual changes, Markdowns and inventory counts.
• Gaining Commitment
• Actively supports the store team to achieve sales, service, team bonus, and operational goals.
• Adapts style to influence team members.
• Makes sure to monitor customer reviews and mystery shops.
• Helps to resolve customer service issues using LAST model before involving a manager.
• Accurately clock-in and out for all scheduled shifts, breaks and meals.
• Follows all loss prevention, security processes and policies at all times.
• Developing Self & Others
• Focus on own development and learning, complete all training as assigned for on-going development.
• Bridges the gap between the customer and the team by bringing others along on the journey.
• Celebrates successes of team members.
• Shares sales expertise and product knowledge with fellow Stylists.
• Open to coaching and feedback to improve behaviors and/or processes.
• Capitalizes on feedback from coaching.
• Cultivates a collaborative and high-performing culture through role-modeling.
• Is relied on to support team members for training and mentoring.
• Completes all required DB Engaged training courses within the first 90 days and remains current with DB Engaged Curriculum Competencies.

Qualifications

• High school diploma or an equivalent degree.
• 1-2 years prior retail experience in an apparel, service or specialty store environment.
• Prior experience with computerized POS system.