Showroom Team Lead

Indochino Showroom • Boston, MA

13d

About The Position

The Showroom Team Lead supports sales performance, daily operations, fittings and alterations, team development, and customer experience at an Indochino showroom. The role helps the team meet sales and performance goals, manages appointments and walk-in traffic, and coaches team members in delivering strong customer interactions. The Team Lead also serves as the acting sales-floor leader when the Showroom Manager is absent.

The position contributes to efficient showroom operations, including floor management, staff scheduling, opening and closing procedures, and maintaining operational and safety standards. It conducts fittings and pinning sessions, coordinates with tailors and alteration specialists, and communicates fitting requirements and timelines to customers. The Team Lead also supports onboarding and training, mentors team members, addresses escalated customer concerns, and identifies ways to improve showroom performance and customer satisfaction.

Requirements

• At least 1 year of retail or customer service experience, preferably in fashion or a 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.

Responsibilities

• Lead the team in meeting and exceeding daily revenue and metric-based goals, 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 provide in-the-moment guidance and coaching.
• Build relationships with high-value clients and ensure their needs are met with a high level of service.
• Assist with floor management, staff scheduling, and smooth daily workflow.
• Act as the sales-floor leader when the Showroom Manager is absent.
• Ensure operational tasks are completed efficiently and resolve customer issues professionally.
• Share feedback and ideas to improve showroom operations and merchandise presentation.
• Oversee opening and closing procedures and conduct routine operational and safety checks.
• Conduct accurate fittings and pinning sessions and complete appointments in a timely manner.
• Hold the team accountable for the quality and efficiency of fittings, and coordinate customer requirements with tailors and alteration specialists.
• Explain the fitting process and set 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.
• Lead by example in delivering a seamless customer experience across appointments and other interactions.
• Manage escalated customer concerns with tact, urgency, and a focus on positive outcomes.
• Model Indochino’s customer experience standards online and offline.
• Identify opportunities to improve showroom performance and customer satisfaction, and contribute ideas for 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, passionate team members.
• Opportunity to contribute to a growing retail department and help shape the future of Indochino.
• Work at a company that values exceptional customer service and empowers its team to deliver memorable experiences.

What This Job Offers

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