Retail Store Lead

IMG Academy is the world’s leading sports education brand, providing a holistic education model that empowers student-athletes to win their future while preparing them for college and for life. Nationally recognized for its workplace culture, innovation, and commitment to developing people, IMG Academy offers growth opportunities through on-campus and online experiences including boarding school, camps, online coaching, and college recruiting.

About the role

The Retail Store Lead will support the daily operations of the retail store by partnering with the Retail Supervisor and Retail Manager to drive sales, deliver exceptional customer service, and maintain brand standards. This role serves as a working leader who coaches associates, oversees daily store operations, ensures visual merchandising and operational excellence, and creates a positive shopping experience for every guest.

Responsibilities

• Deliver an exceptional customer experience by greeting guests, providing product knowledge, and resolving customer concerns in a professional and timely manner.
• Serve as a customer advocate by creating a welcoming environment that promotes brand loyalty and guest satisfaction.
• Coach and mentor retail associates on customer engagement, sales techniques, upselling, and service standards.
• Lead store operations during assigned shifts by delegating tasks, monitoring workflow, and ensuring completion of daily priorities.
• Provide ongoing coaching and performance feedback to team members while fostering teamwork, accountability, and professionalism.
• Assist with onboarding and training new retail associates.
• Maintain visual merchandising standards by ensuring product displays are clean, organized, fully stocked, and aligned with brand expectations.
• Execute seasonal merchandising changes, promotional displays, inventory replenishment, and store recovery activities.
• Monitor overall store presentation and operational standards throughout each shift.
• Partner with leadership to execute merchandising directives accurately and on schedule.
• Process online order fulfillment and respond to customer inquiries related to ShopIMG.com.
• Assist customers with in-store and online returns, exchanges, and other transactional needs.
• Support camp retail operations, including gift card sales, event cards, and other specialty retail initiatives.
• Maintain knowledge of products, promotions, and operational procedures to support sales goals and enhance the customer experience.

Requirements

• High school diploma or equivalent required.
• Previous retail or customer service experience required; prior leadership or supervisory experience preferred.
• Strong interpersonal, communication, and customer service skills.
• Ability to motivate, coach, and develop team members through positive leadership.
• Knowledge of retail operations, merchandising, inventory management, and sales practices.
• Ability to prioritize multiple tasks while maintaining attention to detail in a fast-paced retail environment.
• Demonstrated problem-solving skills and the ability to resolve customer concerns professionally.
• Positive attitude, strong work ethic, and commitment to delivering exceptional customer experiences.
• Experience operating Point-of-Sale (POS) systems and other retail technology.
• Bilingual skills are preferred.

Physical Demands and Work Environment

• Ability to lift, move, push and pull equipment or boxes more than 40 lbs.
• Should be able to handle outdoor temperatures for a reasonable time.
• Must be able to move around campus which includes gym, turf, fields, etc.
• Ability to reach, stretch, bend, stoop, and crouch to retrieve items from shelves, restock, and maintain store cleanliness.
• Walking and moving to assist customers, retrieve merchandise and recover the store.

Background Requirements

• Requires a background check upon offer.
• Requires a drug test upon offer.
• This position requires a Florida Level 2 Background Screening. Learn more about the screening process and requirements.

Benefits

• Comprehensive Medical, Dental and Vision
• Flexible Spending Account and Health Savings Account options
• 401k with an Employer Match
• Short Term and Long Term Disability
• Group and Supplemental Life & AD&D
• Gym Discount Program
• Pet Insurance
• Wellbeing Program and more

Schedule

This role typically works a flexible 5-day schedule, including evenings, weekends, and holidays.