Showroom Team Lead

Indochino • New York, NY

12d • $19 - $24

About The Position

The Showroom Team Lead supports sales performance, showroom operations, fittings and alterations, people development, and customer experience. The role leads the sales team toward revenue and metric-based goals, supports customer appointments and walk-in traffic, coaches team members, and helps build relationships with high-value clients. During the Showroom Manager’s absence, the Team Lead serves as the acting leader on the sales floor.

The position also helps manage daily operations, including floor management, staff scheduling, opening and closing procedures, customer issue resolution, and compliance with operational and safety standards. The Team Lead conducts fittings and pinning sessions, coordinates with tailors and alteration specialists, and ensures customers understand fitting and alteration processes and timelines.

The Team Lead supports onboarding and training, mentors colleagues, promotes a collaborative environment, and models Indochino’s customer experience standards. The role is expected to identify opportunities to improve showroom performance and customer satisfaction and to serve as a subject matter expert in fit, product knowledge, and customer experience.

Requirements

• At least 1 year of retail or customer service experience, preferably in fashion or another customer-focused environment.
• Proven ability to meet and exceed sales targets and KPIs.
• Strong leadership and mentorship skills with a collaborative approach.
• Excellent interpersonal and communication skills.
• Keen understanding of menswear products, fit, and tailoring processes.
• Ability to remain calm under pressure and lead a team in high-energy situations.
• Self-starter with a solution-oriented mindset and ability to adapt to changing priorities.
• Strong proficiency in iOS and MS Office applications.
• Ability to work a flexible schedule, including evenings and weekends, based on showroom needs.

Nice To Haves

• Retail or customer service experience in fashion or a customer-focused environment.

Responsibilities

• Lead the team to meet and exceed daily revenue and metric-based goals.
• Support execution of showroom KPIs, including sales targets, conversion rates, UPT, and average order value.
• Assist with customer appointments and walk-in traffic to maximize sales opportunities.
• Hold team members accountable for individual and team KPIs, and coach them to improve performance and customer interactions.
• Build relationships with high-value clients and ensure their needs receive excellent service.
• Assist with daily operations, including floor management, staff scheduling, and workflow.
• Act as the sales-floor leader when the Showroom Manager is absent.
• Resolve customer issues professionally and with a solution-oriented mindset.
• Share feedback and ideas to improve showroom operations and merchandise presentation.
• Oversee opening and closing procedures and routine operational and safety checks.
• Conduct accurate fittings and pinning sessions and manage appointments efficiently.
• Hold the team accountable for fitting quality and efficiency.
• Coordinate customer requirements with tailors and alteration specialists, and explain alteration processes and delivery timelines to customers.
• Support onboarding and training of new Style Guides.
• Mentor team members, provide ongoing feedback and encouragement, and foster a positive, collaborative environment.
• Model a seamless customer experience and Indochino’s service standards online and offline.
• Handle escalated customer concerns with tact, urgency, and a focus on positive outcomes.
• Identify opportunities and contribute ideas to improve showroom performance, customer satisfaction, operations, sales strategies, and team engagement.
• Serve as a subject matter expert on fit, product knowledge, and customer experience.

Benefits

• Growth opportunities and opportunities to advance within the company.
• Collaborative work environment with supportive team members.
• Opportunity to contribute to a growing retail department and help shape Indochino’s future.
• Work for a company that values exceptional customer service and empowers its team.

What This Job Offers

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