Retail Sales Associate - Lead

About the role

Boll & Branch is seeking a Lead Brand Ambassador (Lead Sales Associate) to join its growing retail team. This role embodies the company's belief in luxury starting with care, through exceptional hospitality, supportive team culture, and customer-centric service.

Responsibilities

• Deliver Elevated Hospitality & Customer Experience
• Serve as a warm, welcoming host on the sales floor — modeling the spirit of “unreasonable hospitality” in every interaction.
• Create thoughtful, elevated experiences through in-store, virtual, and in-home design consultation program.
• Build meaningful relationships with customers by listening deeply, personalizing recommendations, and cultivating repeat business.
• Support Brand Ambassadors in learning and executing hospitality-driven service and clienteling behaviors.
• Drive Sales & Business Performance
• Achieve and exceed individual sales goals while supporting team selling behaviors and floor productivity.
• Act as a floor leader during peak times — directing customer flow, supporting sales conversations, and ensuring service excellence.
• Become an expert in all Boll & Branch products, materials, and craftsmanship; help train team members to build their product confidence and selling skills.
• Support community-driven efforts such as in-store events, designer partnerships, or other initiatives that strengthen local brand presence.
• Develop, Coach & Support the Team
• Provide real-time coaching to Brand Ambassadors on service, selling, client relationships, and product knowledge.
• Help onboard new team members and reinforce training through modeling, shadowing, and hands-on guidance.
• Communicate store priorities, initiatives, and expectations clearly and consistently.
• Lead by example in fostering a positive, inclusive, and supportive team culture rooted in care, accountability, and professionalism.
• Maintain Visual Excellence & Operational Standards
• Ensure the store environment is always guest-ready — clean, organized, beautifully presented, and aligned to brand standards.
• Support Store Manager and ASM with daily operational tasks: opening/closing procedures, cash handling, register reconciliation, and inventory adjustments.
• Uphold safety and security protocols, reporting issues promptly and protecting store assets at all times.
• Execute visual merchandising direction and support product placement resets with an eye for detail and brand integrity.
• Ensure all operational procedures and loss prevention guidelines are followed by the team.
• Support In-Home & Design Services
• Assist customers in designing their spaces based on sleeping habits, style preferences, and lifestyle needs.
• Participate in in-home appointments and installations, offering thoughtful recommendations to complete the experience.
• Help ensure design consultations are executed with polish, precision, and hospitality.

Qualifications

• 2+ years of retail sales experience, ideally in specialty, luxury, home, or client-focused environments.
• Passion for hospitality, design, and building meaningful customer relationships.
• Strong communication skills with the ability to coach and inspire peers.
• Experience with clienteling, consultative selling, and creating personalized service moments.
• Strong understanding of store operations, visual merchandising, and retail best practices.
• Ability to prioritize, multitask, and manage time effectively in a fast-paced environment.
• Entrepreneurial spirit with curiosity, positivity, and a proactive approach to problem solving.
• Comfortable using Google Suite, Word, Excel, POS systems, and basic retail equipment.
• Ability to lift 50 lbs., climb ladders/step stools, stand for extended periods, and support in-home services as needed.
• Bilingual (Spanish/English) is a plus, but not required.

Benefits

• Medical, Dental, Vision, and Life/AD&D insurance
• Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
• Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
• Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount

About Boll & Branch

Boll & Branch believes in making luxury accessible through high-quality, ethically sourced bedding. Founded in 2014, the company pioneers sustainable practices and offers a commitment to fair treatment for all. With a focus on thread quality and organic materials, Boll & Branch operates across multiple channels, including retail stores, wholesale partnerships, and a direct-to-consumer online platform. The company is committed to fostering a diverse and inclusive workplace, ensuring equal opportunities for all candidates.