Showroom Team Lead

Indochino Showroom • Boston, MA

10d

About The Position

The Showroom Team Lead supports sales performance and showroom operations while delivering an exceptional customer experience. The role leads and coaches team members, helps manage sales-floor activity, and serves as the acting sales-floor leader when the Showroom Manager is absent. It also involves conducting fittings and pinning sessions, coordinating with alteration specialists, and maintaining quality standards. The Team Lead supports onboarding and team development, resolves escalated customer concerns, and identifies opportunities to improve showroom performance, operations, and customer satisfaction.

Requirements

• At least 1 year of retail or customer service experience; fashion or other customer-focused experience is preferred.
• Proven ability to meet and exceed sales targets and KPIs.
• Strong leadership and mentorship skills, with a collaborative approach.
• Excellent interpersonal and communication skills.
• Understanding of menswear products, fit, and tailoring processes.
• Ability to remain calm under pressure and lead a team during high-energy situations.
• Self-starter with a solution-oriented mindset and ability to adapt to changing priorities.
• Strong proficiency with 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 in meeting and exceeding daily revenue goals and sales metrics, including targets, conversion rates, units per transaction (UPT), and average order value (AOV).
• Help manage customer appointments and walk-in traffic to maximize sales opportunities.
• Hold team members accountable for personal and team KPIs, providing in-the-moment guidance and coaching.
• Build relationships with high-value clients and ensure their service needs are met.
• Assist with floor management, staff scheduling, and daily workflow.
• Act as the sales-floor leader when the Showroom Manager is absent.
• Resolve customer issues professionally and with a solution-oriented approach.
• Share feedback and ideas to improve showroom operations and merchandise presentation.
• Oversee opening and closing procedures, including showroom readiness, security, and checks of operational and safety standards.
• Conduct accurate fittings and pinning sessions and complete appointments efficiently and on time.
• Hold the team accountable for the quality and efficiency of fittings, and communicate customer requirements to tailors and alteration specialists.
• Explain the fitting process and set clear expectations for alterations and delivery timelines.
• Support onboarding and training of new Style Guides on processes, metrics, and customer service standards.
• Mentor team members, provide ongoing feedback and encouragement, and foster a positive, collaborative environment.
• Model exceptional customer service across appointments and other interactions, both online and offline.
• Manage escalated customer concerns with tact and urgency, aiming for positive outcomes.
• Identify and act on opportunities to improve showroom performance and customer satisfaction.
• Contribute ideas to improve showroom operations, sales strategies, and team engagement.
• Serve as a subject matter expert on fit, product knowledge, and customer experience.

Benefits

• Growth opportunities and advancement potential within the company.
• Collaborative work environment with supportive team members.
• Opportunity to contribute to a growing retail department and help shape the future of Indochino.
• Customer-focused workplace that values exceptional service and empowers employees to deliver memorable experiences.

What This Job Offers

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