Key Lead, Philadelphia

Glossier•Philadelphia, PA

6d•$19 - $20•Onsite

About The Position

The Key Lead supports the store leadership team in creating exceptional employee and customer experiences and maintaining a safe, equitable, and inclusive environment. The role is an extension of the leadership team and is immersed in front-of-house and back-of-house operations, serving as a constant presence on the floor and helping employees develop their potential while modeling the company’s mission, vision, and values. The Key Lead supports team leadership, customer experience, and business operations. This includes promoting a people-first culture, communicating with the leadership team, coordinating daily coverage and shift huddles, coaching customer experience standards, supporting customer matters, upholding operational standards, monitoring business KPIs, opening and closing the store, responding to vendor requests, and supporting community connections and local partnerships.

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 culture and fostering an engaging, welcoming, and inclusive environment.
Demonstrated ability to communicate on an ongoing, clear, and structured basis.
Ability to motivate and inspire teams and maintain 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.
Help maintain an inclusive and equitable work environment and uphold the Code of Conduct.
Communicate with the store leadership team about feedback and operational observations.
Participate in employee recognition initiatives and foster collaboration and camaraderie.
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 morning or afternoon shift huddles and share relevant business goals, updates, and store news.
Model and coach customer experience principles and memorable customer and employee experiences.
Work directly with customers and the store team on the sales floor and/or in assigned back-of-house areas.
Participate in the Host of the Party (HOP)/Manager on Duty program and provide leadership support for customer matters.
Assist with customer accommodations such as 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.
Communicate business KPIs to the team in an engaging manner.
Complete opening and closing duties to prepare the store for business.
Support management of vendor requests and liaise with leadership as needed.
Deliver the company’s retail experience while considering its financial impact.
Support community connections and local partnership opportunities with Associate Store Director(s).