Key Lead, Philadelphia

Glossier•Philadelphia, PA

6d•Onsite

About The Position

The Key Lead supports the store leadership team in creating inspiring customer and employee experiences and maintaining a safe, equitable, and inclusive environment. As an extension of the leadership team, the Key Lead is immersed in front-of-house and back-of-house operations and serves as a constant presence on the floor, helping employees develop and embody the company’s values. The role models Glossier’s mission, vision, values, and customer experience principles while supporting daily team leadership, customer experience, and business operations.

Requirements

At least 2 years of supervisory experience in a fast-paced retail, customer service, or hospitality environment.
Experience promoting and supporting a people-first employee culture and fostering an engaging, welcoming, and inclusive environment.
Demonstrated ability to communicate on an ongoing, clear, and structured basis.
Proven ability to motivate and inspire teams, maintain engagement, and support strong employee morale.
Willingness to roll up your sleeves and help when needed.
Passion for creating exceptional, detail-oriented customer and employee experiences.
Ability to work a flexible schedule, including evenings, weekends, and holidays.

Nice To Haves

Skill in executing customer service and operational efficiencies.

Responsibilities

Support a people-first employee culture and model Glossier’s mission, vision, and values.
Help maintain an inclusive and equitable work environment and uphold the Code of Conduct.
Communicate with store leadership about positive and developmental feedback and operational observations.
Participate in employee recognition initiatives and promote collaboration, camaraderie, and fun.
Serve as a knowledgeable resource on product philosophy, product portfolio, and operational standards.
Manage daily coverage needs, including meal breaks and rest periods, and complete Editor Zone Charts.
Lead shift meetings and share relevant business goals, company updates, and store news.
Model and coach customer experience principles to support memorable customer and employee experiences.
Work directly with customers and the store team on the sales floor and in assigned back-of-house areas.
Participate in the Host of the Party (HOP) Manager on Duty program.
Provide leadership support when customer matters arise and assist with customer accommodations such as returns, exchanges, and guest recovery.
Recognize excellent customer service and help develop a best-practice resource library for training.
Ensure operational standards are upheld, including visual merchandising, store cleanliness, and safety processes.
Reinforce communication about business KPIs with the team.
Complete opening and closing duties to set the store up for success.
Help manage ad hoc vendor requests and liaise with store leadership as needed.
Deliver Glossier’s retail experience while prioritizing customer experience and understanding financial impact.
Support community connections and local partnership opportunities in collaboration with Associate Store Directors.