Showroom Team Lead

Indochino•Town of Cheektowaga, NY

27d•$19 - $21

About The Position

The Showroom Team Lead supports sales performance and showroom operations while delivering Indochino’s customer experience standards. The role leads and coaches team members, helps manage appointments and walk-in traffic, and holds the team accountable for sales targets and other key performance indicators. The Team Lead also serves as the acting leader on the sales floor when the Showroom Manager is absent. This position supports daily showroom operations, including floor management, staff scheduling, opening and closing procedures, and maintaining operational and safety standards. It also conducts customer fittings and pinning sessions, oversees fitting quality and efficiency, and coordinates with tailors and alteration specialists to meet customer requirements and timelines. The Showroom Team Lead helps onboard and develop Style Guides, handles escalated customer concerns, and contributes ideas to improve showroom performance, operations, sales strategies, and customer satisfaction. Compensation is listed at $19.00–$21.00.

Requirements

At least 1 year of retail or customer service experience; fashion or another customer-focused environment is preferred.
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 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 another customer-focused environment.

Responsibilities

Lead the team to meet and exceed daily revenue goals and metric-based targets.
Support showroom performance metrics, including sales 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 individual and team KPIs, and coach them to improve performance and customer interactions.
Build relationships with high-value clients and ensure their needs are met.
Assist with floor management, staff scheduling, and daily workflow.
Act as the sales-floor leader in the Showroom Manager’s absence.
Ensure operational tasks are completed efficiently to maintain a seamless customer experience.
Resolve customer issues professionally and with a solution-oriented approach.
Provide feedback and ideas to improve showroom operations and merchandise presentation.
Oversee opening and closing procedures and check that operational and safety standards are met.
Conduct fittings and pinning sessions, and manage customer appointments efficiently and accurately.
Oversee the fitting process and hold the team accountable for quality and efficiency.
Coordinate customer requirements with tailors and alteration specialists, and explain fitting and alteration expectations and timelines to customers.
Support onboarding and training for new Style Guides.
Mentor team members, provide ongoing feedback, and foster a positive, collaborative team environment.
Model exceptional customer service across customer appointments and interactions, including online and offline experiences.
Handle escalated customer concerns with tact, urgency, and a focus on positive outcomes.
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.