Team Lead (Lynnfield, MA)

Indochino Showroom • Lynnfield, MA

1d • Onsite

About The Position

The Team Lead will drive sales by leading the team to meet and exceed daily revenue and metric-based goals. This role supports the execution of showroom key performance metrics, including sales targets, conversion rates, UPT, and average order value (AOV). The Team Lead will assist in managing customer appointments and walk-in traffic to maximize sales opportunities and hold team members accountable for achieving personal and team-based KPIs. They will provide guidance and coaching to team members in the moment to enhance performance and customer interactions, and actively contribute to building relationships with high-value clients, ensuring their needs are met with the highest level of service. Additionally, the Team Lead will assist with daily operational tasks, serve as the acting leader in the Showroom Manager's absence, solve customer issues, and oversee opening and closing procedures. This role also involves conducting accurate fittings and pinning sessions, managing customer appointments for alterations, and overseeing the fitting process to ensure quality and efficiency. The Team Lead will support the onboarding and training of new Style Guides, mentor team members, foster a positive team environment, and lead by example in delivering a seamless and unforgettable customer experience. They will manage escalated customer concerns and uphold Indochino’s customer experience standards. The Team Lead is expected to identify and act on opportunities to improve showroom performance and customer satisfaction, contribute innovative ideas, and act as a subject matter expert on fit, product knowledge, and customer experience.

Requirements

• 1+ years 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 during high-energy situations.
• Self-starter with a solution-oriented mindset and the 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

• Drive sales by leading the team to meet and exceed daily revenue and metric-based goals.
• Support the execution of showroom key performance metrics, including sales targets, conversion rates, UPT, and average order value (AOV).
• Assist in managing customer appointments and walk-in traffic to maximize sales opportunities.
• Hold team members accountable for achieving personal and team-based KPIs.
• Provide guidance and coaching to team members in the moment to enhance performance and customer interactions.
• Actively contribute to building relationships with high-value clients and ensure their needs are met with the highest level of service.
• Assist with daily operational tasks, including floor management, staff scheduling, and ensuring smooth workflow.
• Serve as the acting leader on the sales floor during the absence of the Showroom Manager.
• Maintain a seamless customer experience by ensuring operational tasks are completed efficiently and effectively.
• Solve customer issues with professionalism and a solution-oriented mindset.
• Bring forward feedback and ideas to improve showroom operations and merchandise presentation.
• Oversee opening and closing procedures, ensuring the showroom is prepared for daily operations and secured at the end of the day.
• Perform routine checks to ensure all operational and safety standards are met during opening and closing.
• Conduct accurate fittings and pinning sessions to ensure garments meet customer expectations for fit and comfort.
• Manage and complete customer appointments efficiently, ensuring all alterations and fittings are performed in a timely manner.
• Oversee the fitting process by holding the team accountable for quality and efficiency.
• Collaborate with tailors and alteration specialists to communicate customer requirements effectively.
• Educate customers on the fitting process and set clear expectations for alterations and delivery timelines.
• Maintain a high level of attention to detail during fittings to uphold the brand’s quality standards.
• Support the onboarding and training of new Style Guides, ensuring they understand key processes, metrics, and customer service standards.
• Mentor and guide team members to ensure consistent delivery of exceptional customer experiences.
• Foster a positive, collaborative team environment that aligns with company values.
• Provide ongoing feedback and encouragement to team members, promoting growth and accountability.
• Lead by example in delivering a seamless and unforgettable customer experience.
• Ensure all customer appointments and interactions reflect the brand’s commitment to exceptional service.
• Manage escalated customer concerns with tact, urgency, and a focus on delivering positive outcomes.
• Uphold and model Indochino’s customer experience standards both online and offline.
• Identify and act on opportunities to improve showroom performance and customer satisfaction.
• Contribute innovative ideas to enhance the showroom’s operations, sales strategies, and team engagement.
• Act as a subject matter expert on fit, product knowledge, and customer experience.

Benefits

• Gain valuable leadership experience in an entry-level management role with opportunities to advance within the company.
• Work alongside talented and passionate team members who support each other to succeed.
• Contribute to a growing retail department and help shape the future of Indochino.
• Join a company that values exceptional service and empowers its team to deliver unforgettable experiences.

What This Job Offers

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