Key Lead, Soho

Glossier • New York, NY

6d • $21 - $23 • Onsite

About The Position

The Key Lead supports the store leadership team in creating inspiring experiences and maintaining a safe, equitable, and inclusive environment for employees and customers. As an extension of the leadership team, the role is immersed in front-of-house and back-of-house operations, with a constant presence on the floor to help employees develop and to model company values and standards.

The Key Lead supports team leadership, customer experience, and business operations. Responsibilities include communicating with and motivating the team, coaching customer experience principles, assisting with customer matters, upholding operational standards, opening and closing the store, and reinforcing business goals and key performance indicators. The role also supports community connections and local partnership opportunities.

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 clearly, consistently, and in a structured manner.
• Ability to motivate and inspire teams and maintain high engagement and employee morale.
• Willingness to take a hands-on approach 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 the company’s mission, vision, and values.
• Uphold an inclusive and equitable work environment and the Code of Conduct.
• Communicate with the store leadership team about feedback and operational observations.
• Participate in employee recognition initiatives.
• Serve as a knowledgeable resource on products and operational standards.
• Manage daily coverage needs, including meal breaks and rest periods, and complete Editor Zone Charts.
• Lead shift huddles and share business goals, headquarters updates, and store news.
• Model and coach customer experience principles.
• Work on the sales floor and/or in back-of-house areas, directly supporting customers and the store team.
• Participate in the Host of the Party (HOP/Manager on Duty) program.
• Provide leadership support when customer matters arise and assist with customer accommodations, including returns, exchanges, and guest recovery.
• Recognize excellent customer service and help create a best-practice resource library for training.
• Uphold operational standards, including visual merchandising, cleanliness, and safety processes.
• Reinforce communication about business KPIs with the team.
• Perform opening and closing duties.
• Support management of vendor requests and liaise with store leadership as needed.
• Deliver the company’s retail experience while considering financial impact.
• Support community connections and potential local partnerships in collaboration with Associate Store Director(s).

Benefits

• Competitive compensation and benefits package for full-time positions; details are available on the Glossier Career page.
• Competitive compensation and benefits for part-time positions; details are available on the Glossier Career page.
• Potential future pay progression based on continued strong performance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed