Sales Associate, Full-Time - South Coast Plaza

About the role

At Reformation, the sales lead is an elite sales professional and a central figure in the Reformation store ecosystem. This is an elevated, commission-based role designed for a high-performing entrepreneur who views retail as a career. You are a Wardrobe Consultant, responsible for managing a private book of business, driving exceptional SPH, and acting as a trend authority. You don’t just facilitate transactions; you foster long-term loyalty through expert service and sophisticated clienteling leading to transformational experiences.

Responsibilities

• Drive Performance & Revenue
  • Own Your Business: Consistently meet and exceed individual sales goals with a relentless focus on driving a high SPH (Sales Per Hour) and KPI’s.
  • Customer Mindset: Act as an entrepreneur within the store, leveraging your product expertise to maximize every customer interaction.
  • Proven Excellence: Maintain extraordinary customer feedback scores (NPS) by delivering an elevated service level that surprises and delights.
  • Strategic Styling: Move beyond single-item requests to provide styling consultations, anticipating your client’s needs for their entire seasonal wardrobe.
• Sales & Operational Ownership (Keyholder)
  • Opening & Closing: Ensure the store is ready for business the day of and for the next morning, according to the opening and closing checklist. Serve as a trusted keyholder responsible for opening and closing of the store, ensuring all operations and visual standards are flawlessly executed.
  • Safety & Compliance: Act as the primary leader for facility issues, loss prevention incidents, and emergency procedures during assigned shifts.
  • Seamless Sales Leadership: Maintain sales floor energy and service standards during your segments, acting as the point of contact for the team and customers ensuring flawless store operations that keeps our elevated service seamless from open to close.
  • Transition Management: Conduct chat-ins and handovers during segment changes to communicate key information, ensuring no service gaps occur during staff breaks by maintaining a minimum coverage ratio on the sales floor.
  • Floor Leadership: Lead the sales floor energy and adjusting staff in real-time to balance task business needs, serving as the leader for customer escalations and employee inquiries, and maintaining a solutions-first mindset to keep store energy high.
  • Visual Excellence: Uphold the VM Guidelines throughout your segment, ensuring recovery during time periods.
  • Performance Coaching: Provide in-the-moment coaching and support to associates to ensure sales and service align with the Ref’s service model.
• Master Clienteling & Retention
  • Build and Manage a Book: Actively generate and manage a personal client database using Endear and other digital tools to drive repeat business and private appointments.
  • Clienteling: Execute personalized, product-focused, and purposeful outreach strategy to ensure your clients are the first to know about new drops and community activations tailored to the client’s specific “Ref Journey” and life milestones.
  • Wardrobe Curation: Go beyond the “plus-one,” style head-to-toe looks that anticipate your client’s needs for their entire lifestyle.
  • Appointment Culture: Proactively schedule and host one-on-one styling appointments, providing an elevated, “white-glove” experience that secures customer retention.
• Brand & Product Authority
  • Sustainability Educator: Act as a brand ambassador, sharing the Reformation story and educating customers on our mission to be a circular, climate-positive leader.
  • Product Expert: Share deep product knowledge with genuine enthusiasm, translating technical sustainability details into benefits for the customer.
  • Feedback Loop: Communicate high-level product feedback to leadership to help continuously improve our merchandising and assortment.
  • Team Mentorship: Lead by example on the floor, modeling the sales and service model and sharing pro-tips with the broader team to elevate the collective service level.
• Operational Excellence
  • Floor Standards: Ensure the selling floor reflects brand standards at all times, including meticulous attention to visual merchandising and steaming.
  • Integrity: Understand and uphold inventory accuracy, loss prevention standards, and a professional, productive work environment.

Requirements

• At least 2–3 years of experience in a high-volume, sales-driven, or commission-based luxury/premium retail environment with a history of consistently hitting or exceeding SPH and personal sales targets.
• Exceptional communication skills and emotional intelligence with the ability to build instant rapport and navigate diverse personalities with ease and professionalism.
• A deep passion for styling with a proven ability to “edit” collections for clients based on body type, occasion, and personal style.
• A driven approach to challenges and the self-motivation to treat your role like a career, not just a job.

Pay

The anticipated base hourly range is $22 – $28 per hour depending on relevant experience, skills, qualifications, and internal compensation equity. Compensation decisions are made thoughtfully and may vary from the listed range to reflect individual circumstances and evolving business needs.

Benefits & Perks

• Employer-sponsored private medical, dental, and vision insurance for eligible employees.
• Commuter benefits to help support travel to and from work.
• Competitive paid time off policies including vacation, sick leave, and company holidays for eligible employees.
• Retirement planning support for eligible employees, including the option to invest in Environmental Social Governance–aligned funds.
• Offices in LA, NYC and London, as well as a global retail team, enabling collaboration with colleagues around the world.
• Access to fertility care support through Carrot, and up to a $5,000 USD reimbursement for related fertility expenses after 1 year of employment.
• Annual donations to community efforts aligned with employees’ interests.
• Clothing discount and culture events (e.g., annual Ref Values week and Volunteer Time Off).