Key Holder

Itoya Topdrawer Corporation•Cambridge, MA

11h•Onsite

About The Position

Topdrawer designs tools for the impossibly creative. Born in Tokyo, Topdrawer now operates 16 stunning stores across five major U.S. cities, with a growing direct-to-consumer luxury brand online. They serve a community of impossibly creative people with beautifully designed tools for living, traveling, and creating—fountain pens, notebooks, house shoes, small leather goods, sunglasses, bags, and ritual objects. The brand combines elevated Japanese design sensibility, European craft influences, and a uniquely personal retail experience that encourages presence, slowness, and intention. With strong in-store storytelling and an expanding digital presence, Topdrawer is evolving into a quiet powerhouse in modern luxury retail. As a Key Holder at Topdrawer, you are a frontline leader who helps bring the brand to life through exceptional customer experience, product knowledge, and day-to-day store support. You lead by example, take ownership of opening and closing the store, and support the team in creating a thoughtful, inspiring environment. Whether sharing the story behind a fountain pen or helping a customer discover their next creative ritual, you serve as a trusted guide and ambassador of quiet design. This is an ideal role for someone passionate about creativity, service, and growing into a future leadership role.

Requirements

A thoughtful, hands-on leader with 2+ years of retail management experience
Passionate about sustainability, creativity, and intentional living
Detail-oriented and operationally strong, with a deep appreciation for beautiful, functional tools
Warm, dependable, and energized by building lasting customer relationships
Naturally curious and committed to continuous learning and improvement
Experienced or interested in visual merchandising and product storytelling

Responsibilities

DELIVER A WELCOMING, EDUCATIONAL, AND PERSONALIZED CUSTOMER EXPERIENCE
MODEL TOPDRAWER’S VALUES IN EVERY INTERACTION, FROM STORYTELLING TO SERVICE FOLLOW-UP
SUPPORT THE STORE TEAM IN BUILDING LASTING RELATIONSHIPS WITH CUSTOMERS AND LOCAL PARTNERS
LEAD BY EXAMPLE ON THE SALES FLOOR AND DURING PEAK PERIODS
ASSIST IN ONBOARDING AND MENTORING NEW TEAM MEMBERS
MAINTAIN A POSITIVE, INCLUSIVE, AND COLLABORATIVE TEAM ENVIRONMENT
PERFORM OPENING AND CLOSING PROCEDURES WITH A HIGH LEVEL OF RESPONSIBILITY
ASSIST WITH INVENTORY RECEIVING, RESTOCKING, AND VISUAL MERCHANDISING
UPHOLD VISUAL STANDARDS THAT REFLECT TOPDRAWER'S CURATED AND ELEGANT ASSORTMENT
CONTRIBUTE TO ACHIEVING DAILY SALES, CONVERSION RATE GOALS, AND AOV GOALS
SUPPORT IN MONITORING STORE PERFORMANCE AND IDENTIFYING WAYS TO IMPROVE
HELP MAINTAIN STORE STANDARDS IN CLEANLINESS, PRESENTATION, AND CUSTOMER CARE
STAY INFORMED ON PRODUCT KNOWLEDGE AND PROMOTIONS