Team Leader, Customer Experience & Outreach

About the role

A Team Leader in Customer Experience & Outreach leads a designated team, manages associate workload, and maintains a strong visible presence in the department. This role involves coaching associates on performance, supporting their professional growth, and providing timely feedback. You will partner with the Assistant Store Leader to train associates on product knowledge, selling, customer service, operations, visual standards, and company policies.

You will ensure compliance with company systems, policies, and procedures, including loss prevention, security, and safety guidelines. As Leader On Duty (LOD), you will drive sales, communicate business results, and ensure gracious, efficient customer service. The role requires significant time on the sales floor, interacting with customers and associates to keep store operations running smoothly.

Responsibilities

• Lead and manage associate workload in partnership with the Assistant Store Leader.
• Coach associates on performance and maintain a visible presence in the department.
• Support performance and development of the team to encourage professional growth.
• Provide specific, timely feedback to associates and share observations with the Assistant Store Leader.
• Train and develop associates on product knowledge, selling, customer service, operations, visual standards, and policies.
• Ensure adherence to company systems, policies, and procedures, including loss prevention, security, and safety guidelines.
• Drive sales and act as Leader On Duty (LOD) to oversee store operations.
• Communicate regularly with the Assistant Store Leader about business results, customer feedback, and associate performance.
• Ensure all customers receive gracious, quick, and efficient service by setting expectations and modeling behaviors.
• Spend significant time on the sales floor interacting with customers and associates.
• Serve as Leader On Duty multiple times a week to support everyday operations and ongoing efforts like associate development.

Requirements

• Strong communication and interpersonal skills.
• Excellent organizational and time management skills.
• Strong problem-solving skills.
• Demonstrated ability to execute and drive results.
• Ability to work a full-time flexible schedule, including nights, weekends, and holidays.
• Majority of time spent interacting with customers and associates on the sales floor.
• 1+ years of customer service or retail leadership experience.
• Proficiency with Microsoft Office, Google applications, computer systems, and tablet devices.

Schedule

Full-time role requiring open availability to work flexible hours on weekdays, evenings, and weekends.