Lead Stylist

Davids Bridal•burlington, MA

About The Position

The Lead Stylist provides empathetic, professional service and interaction to customers, works to deliver 5-Star Customer Service, achieves sales and productivity goals using the 5-Step Selling Process, and performs store presentation and operational duties. Lead Stylists act as brand ambassadors and demonstrate David’s Bridal’s critical success factors. They may open the store and support the sales floor as Floor Manager when a management team member is out on benefit time, and must have flexible availability. This is a developmental role intended to prepare the team member for advancement to Sales Manager. The role reports to the Sales Manager, in partnership with the Store Manager. Lead Stylists welcome and assist customers across in-person, phone, and virtual channels; prepare for appointments; understand customer needs; recommend dresses and related services; and arrange follow-up and alteration appointments. They support store standards, sales and service metrics, accurate transactions, operational routines, and the development of fellow team members. The position also involves completing required training and following store, cash-handling, loss-prevention, and security procedures.

Requirements

High school diploma or equivalent, or 1–2 years of prior retail experience in an apparel, service, or specialty-store environment.
Prior experience with a computerized POS system.
Flexible availability.
Ability to provide customer service across in-person, phone, and virtual channels and to communicate clearly.
Ability to meet the stated sales, conversion, and add-on performance goals.
Ability to perform the physical demands described for the role, including occasionally lifting up to 25 pounds and using a computer for extended periods.

Responsibilities

Welcome customers enthusiastically in person, by phone, and through virtual chats; communicate clearly and adapt service to customer needs.
Provide 5-Star Customer Service to multiple customers, respond to questions, address concerns, and escalate issues or partner with leadership when appropriate.
Use store systems to manage customer flow and prepare for appointments by reviewing customer profiles and favorites and preparing fitting rooms.
Build relationships with customers, identify their expectations and needs, and help them find a suitable gown or dress.
Set and follow up on future appointments, including appointments for the wedding party.
Promote Alterations services and personalization options, partner with Alterations Specialists, and help achieve the store goal of converting 80% of brides sold to alteration appointments.
Take and enter required measurements accurately to support dress orders and minimize returns and exchanges.
Support floor management, sales, service, and store operations when directed, including opening the store when needed in a management team member’s absence.
Maintain clean, organized, and promotional-ready store standards; report broken or damaged equipment to store management.
Promote David’s Bridal loyalty and partner programs and communicate available products and services.
Follow cash-handling procedures and complete returns, exchanges, and transactions accurately and according to policy.
Achieve sales productivity and conversion goals by using the 5-Step Selling Process and completing daily, weekly, and monthly routines effectively.
Perform Cash Wrap behaviors, including asking about the shopping experience, offering add-ons and services, confirming contact information, reviewing receipts and policies, and scheduling future appointments.
Maintain knowledge of special-order dress procedures and meet stated platform conversion and add-on goals.
Build product knowledge and fashion-trend expertise through timely training and ongoing learning.
Execute new processes, behaviors, contests, and programs as assigned.
Complete assigned store tasks such as promotional and sign setup, merchandising and visual changes, markdowns, and inventory counts.
Support store sales, service, team bonus, and operational goals; monitor customer reviews and mystery shops; and help resolve customer service issues using the LAST model before involving a manager.
Accurately clock in and out for shifts, breaks, and meals, and follow loss-prevention, security, and store policies.
Complete assigned development training, including required DB Engaged courses within the first 90 days, and remain current with the curriculum.
Share sales expertise and product knowledge, support training and mentoring of team members, celebrate team successes, and remain receptive to coaching and feedback.
Role-model collaboration, integrity, drive, and teamwork.