Retail Rock Climbing Lead

About the Role

As the Climbing Lead, you will bring your passion and expertise in climbing to our retail climb department execution, outfitting customers and activating our in-store rock wall experience. You will drive engagement, training, and educational programs for both customers and teammates in all aspects of climbing. Under the direction of the Assistant Store Manager, you will direct workflow and oversee the daily operations of the climb department while ensuring the highest level of customer service.

Responsibilities

• Monitor climbing activities and provide assistance to climbers.
• Drive results, ensure Company standards, and assist in other store operations as needed.
• Deliver exceptional customer service by engaging in behaviors aligned with company service and selling standards.
• Provide consultative advice and demonstrate excellent product knowledge to enhance the customer experience.
• Instruct climbing techniques for explorers of all ages and experience levels.
• Teach instructional lessons as needed or requested.
• Supervise climb sessions.
• Uphold Company standards for merchandise presentation, including floor sets, signing requirements, price changes, replenishment, recovery processes, and in-stock conditions.
• Assist store management with general supervision, including opening/closing the store, Front End and Cash Office functions, and enforcing Company policies.
• Manage department scheduling, direct workflow, assign daily guides, and monitor project status.
• Communicate Company initiatives, programs, and promotions to department guides.
• Identify and correct safety concerns with the rock wall and climbing equipment by maintaining Company loss prevention standards.
• Assist in creating, maintaining, and ensuring compliance with safety-related standard operating procedures for the building, service areas, climbing wall, and field.
• Ensure the safety and security of teammates, customers, and property per local regulations.
• Maintain up-to-date certifications and assist with training associates on Company procedures and programs, including new hire training and cross-training.
• Train and mentor new hires by sharing experience, knowledge, and best practices.
• Provide timely feedback on projects, tasks, and deliverables.
• Manage team-building events at the rock wall with guides.
• Perform other tasks as assigned by management.

Leadership Competencies

Our Leadership Competencies define the behaviors expected from great people leaders:

• Ensures Accountability
• Customer-Focus
• Collaborative
• Instills Trust
• Decision-Quality/Decision-Making Abilities
• Action-Oriented
• Engagement Driver
• Talent Developer
• Effective Team Building Skills
• Plans & Aligns

Requirements

• Flexible availability, including nights, weekends, and holidays.
• Prior retail sales experience (or customer-focused experience) preferred.
• Climbing certification required.
• Must be at least 18 years old to comply with applicable labor laws and job-specific requirements.