Retail Store Lead

Chrome Industries•Portland, OR

3d•Onsite

About The Position

The Retail Store Lead supports the day-to-day operation, customer experience, sales performance, and brand presentation of the Chrome Industries Drop Shop, a small-format retail store featuring Chrome bags and accessories. This role serves as an advanced on-site retail resource, combining hands-on store execution, strong product knowledge, sound operational judgment, and a creative approach to customer and community engagement. The Retail Store Lead helps drive sales growth through effective merchandising, inventory awareness, customer engagement, limited-edition product support, and local store activations. This position uses independent judgment to resolve non-routine customer and operational issues, recommend improvements, and escalate matters as appropriate. While the role does not have formal people-management responsibility, it may provide day-to-day task coordination and operational guidance to others working in the store.

Requirements

Associate's Degree preferred.
Minimum two (2) to three (3) years experience working in retail store environment required.
Up to one (1) year in management or lead capacity preferred but not required.
Challenge the status quo and push against the expected.
Equally comfortable leading a team or project and rolling up your sleeves and getting your hands dirty to get the work done.
Thrive on working hard and playing hard.
Followers and clock-watchers need not apply.

Nice To Haves

Experience in the bag category and sport/outdoor/bike industry a plus.

Responsibilities

Lead the day-to-day execution of store operations during assigned business hours, ensuring the store is operating smoothly, consistently, and in alignment with established procedures.
Serve as the on-site lead resource for store operations, applying detailed knowledge of retail processes, systems, products, and customer expectations to resolve advanced or non-routine issues.
Coordinate daily store priorities, task flow, and workload needs to support customer traffic, sales goals, operational standards, and business requirements.
Support expanded store operating hours by helping ensure daily coverage needs, task completion, and service standards are met.
Execute opening and closing procedures, cash handling, store security routines, and other operational processes in accordance with company guidelines.
Monitor store performance, customer activity, and sales trends; identify opportunities for improvement and recommend or implement tactical actions to support revenue growth.
Use independent judgment to prioritize competing store needs, escalate issues appropriately, and support timely resolution of operational challenges.
Maintain a clean, organized, safe, and visually compelling retail environment that supports the Chrome brand experience.
Execute visual merchandising plans and brand storytelling displays in accordance with established direction.
Use product knowledge, customer response, sales trends, and store layout considerations to refresh displays and improve the customer shopping experience.
Identify opportunities to improve store flow, product visibility, and customer engagement through thoughtful merchandising execution.
Monitor inventory levels, sales activity, and product movement to help maintain appropriate stock levels for core, seasonal, limited-edition, and high-demand products.
Reorder products as needed within established guidelines, using sales trends, customer demand, and available inventory data to inform decisions.
Identify potential overstock, slow-moving, obsolete, or high-demand inventory concerns and recommend actions to improve product availability and inventory productivity.
Conduct regular inventory counts, research discrepancies, and partner with appropriate teams to reconcile inventory issues.
Maintain detailed knowledge of store inventory processes, product availability, replenishment timing, and system tools used to support accurate inventory control.
Deliver exceptional and personalized customer service, using advanced product knowledge to support customer needs.
Serve as a brand ambassador by communicating Chrome’s story, product value, and connection to urban movers and makers.
Build strong customer relationships and support community engagement through knowledgeable, authentic, and service-oriented interactions.
Respond professionally to customer inquiries related to order status, returns, product details, warranty claims, and other service needs.
Resolve complex or escalated customer situations using sound judgment, established procedures, and appropriate escalation when needed.
Support the planning and execution of store-level strategies to promote and sell limited-edition, store-exclusive products.
Highlight products produced at the nearby U.S. manufacturing facility.
Track customer response, product movement, and sales performance of products; recommend adjustments to improve sell-through and customer engagement.
Coordinate and execute in-store and local events that support store traffic, customer engagement, and brand awareness.
Support event programming such as cycling events, First Thursday activations, product launches, local business collaborations, and in-store maker or sewing events.
Build and maintain working relationships with local organizations, community partners, customers, and brand-aligned groups to support store-level engagement.
Track event outcomes, customer feedback, attendance, and sales impact; recommend improvements for future programming.
As schedule permits, support the Customer Experience team through Chrome’s online service platform by responding to consumer and dealer product questions, warranty claims, e-commerce order issues, and related inquiries.