Showroom Team Lead

Indochino • Boston, MA

15d • $20 - $22

About The Position

The Showroom Team Lead is an entry-level management role responsible for supporting showroom sales, operations, fittings and alterations, team development, and customer experience. The role helps the team meet sales and performance goals, manages customer appointments and walk-in traffic, coaches Style Guides, and acts as the sales-floor leader when the Showroom Manager is absent. The Team Lead also conducts fittings and pinning sessions, coordinates with tailors and alteration specialists, and helps maintain the showroom’s service, operational, and safety standards.

The position calls for a collaborative, customer-focused leader with menswear, fit, and tailoring knowledge who can contribute ideas to improve showroom performance and service. The stated compensation range is $20 to $22 per hour. The posting specifies a flexible schedule that may include evenings and weekends.

Requirements

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

Responsibilities

• Lead the team toward daily revenue and metric-based goals, 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 personal and team KPIs, and coach them in the moment to improve performance and customer interactions.
• 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.
• Complete operational tasks efficiently to maintain a seamless customer experience.
• Resolve customer issues professionally and with a solution-oriented approach.
• Share feedback and ideas for improving showroom operations and merchandise presentation.
• Oversee opening and closing procedures, prepare and secure the showroom, and check that operational and safety standards are met.
• Conduct fittings and pinning sessions, and manage customer appointments so fittings and alterations are completed efficiently and on time.
• Hold the team accountable for the quality and efficiency of the fitting process.
• Communicate customer requirements to tailors and alteration specialists, and explain the fitting process and alteration and delivery timelines to customers.
• Maintain attention to detail during fittings to uphold brand quality standards.
• Support onboarding and training for new Style Guides on processes, metrics, and customer-service standards.
• Mentor and guide team members, provide ongoing feedback and encouragement, and foster a positive, collaborative team environment.
• Model a seamless customer experience and ensure appointments and interactions reflect the brand’s service commitment.
• Handle escalated customer concerns with tact and urgency, aiming for positive outcomes.
• Uphold and 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 potential to advance within the company.
• Collaborative environment with supportive team members.
• Opportunity to contribute to a growing retail department and help shape Indochino’s future.
• Customer-focused workplace that values exceptional service and empowers team members to deliver memorable experiences.

What This Job Offers

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