Showroom Team Lead

Responsibilities

• Sales Leadership + Accountability: Drive sales by leading the team to meet and exceed daily revenue and metric-based goals; support execution of showroom key performance metrics (sales targets, conversion rates, UPT, average order value); assist in managing customer appointments and walk-in traffic to maximize sales opportunities; hold team members accountable for achieving personal and team-based KPIs; provide guidance and coaching to team members in the moment to enhance performance and customer interactions; actively contribute to building relationships with high-value clients and ensure their needs are met with the highest level of service.
• Operational Excellence: Assist with daily operational tasks, including floor management, staff scheduling, and ensuring smooth workflow; serve as the acting leader on the sales floor during the absence of the Showroom Manager; maintain a seamless customer experience by ensuring operational tasks are completed efficiently and effectively; solve customer issues with professionalism and a solution-oriented mindset; bring forward feedback and ideas to improve showroom operations and merchandise presentation; oversee opening and closing procedures, ensuring the showroom is prepared for daily operations and secured at the end of the day; perform routine checks to ensure all operational and safety standards are met during opening and closing.
• Fittings and Alterations: Conduct accurate fittings and pinning sessions to ensure garments meet customer expectations for fit and comfort; manage and complete customer appointments efficiently, ensuring all alterations and fittings are performed in a timely manner; oversee the fitting process by holding the team accountable for quality and efficiency; collaborate with tailors and alteration specialists to communicate customer requirements effectively; educate customers on the fitting process and set clear expectations for alterations and delivery timelines; maintain a high level of attention to detail during fittings to uphold the brand’s quality standards.
• People Development: Support the onboarding and training of new Style Guides, ensuring they understand key processes, metrics, and customer service standards; mentor and guide team members to ensure consistent delivery of exceptional customer experiences; foster a positive, collaborative team environment that aligns with company values; provide ongoing feedback and encouragement to team members, promoting growth and accountability.
• Customer Experience: Lead by example in delivering a seamless and unforgettable customer experience; ensure all customer appointments and interactions reflect the brand’s commitment to exceptional service; manage escalated customer concerns with tact, urgency, and a focus on delivering positive outcomes; uphold and model Indochino’s customer experience standards both online and offline.
• Entrepreneurial/Be a Business Owner Mindset: Identify and act on opportunities to improve showroom performance and customer satisfaction; contribute innovative ideas to enhance the showroom’s operations, sales strategies, and team engagement; act as a subject matter expert on fit, product knowledge, and customer experience.