Key Lead, London

We are a people-powered beauty ecosystem, brought to life by engaging online and offline experiences. As a Key Lead, it's your responsibility to support the overall efforts of the store's leadership team in creating inspiring and exceptional experiences, and fostering and maintaining a safe, equitable, and inclusive environment for both store teams and customers.

Responsibilities

Support an employee culture that is driven by our people-first employee experience philosophy; Deeply understand, embody, and model Glossier's mission, vision and values; Support an inclusive and equitable work environment and uphold our Code of Conduct; Liaise with the store's leadership team to maintain clear, open, and ongoing communication; Participate in the store's recognition initiatives; Serve as a deeply knowledgeable resource of our product philosophy and portfolio as well as our operational standards of excellence to the store team; Manage coverage needs on a daily basis (meal breaks, rest periods) as well as completing the Editor Zone Charts; Lead team communication through shift meetings (morning or afternoon huddles); Model and coach Glossier's customer experience principles; Spend 100% of your time on the sales floor and/or BOH areas as assigned, working directly with customers and the store team; Active participation in the Host of the Party (HOP - Manager on Duty/MOD) program; Serve as an added resource to the store team when customer matters arise requiring leadership support; Assist the store team with any ad hoc customer accommodations; Recognize and reinforce excellent customer service interactions and facilitate a best practice resource library to be incorporated into training; Ensure all operational standards are upheld; Deeply knowledgeable of business KPIs and responsible for reinforcing communication to the team; Responsible for opening and closing duties at the beginning and/or end of the business day; Serve as an extension of the leadership team when managing ad hoc vendor requests; Deliver on Glossier's unique retail experience philosophy, optimizing for customer experience while demonstrating an understanding of financial impact; Support the efforts of building connections within the community in partnership with the Associate Store Director(s)

Requirements

2+ years of supervisory experience in a fast-paced retail, customer service, or hospitality environment; Experience in promoting and supporting a people-first employee culture, fostering an engaging, welcoming, and inclusive environment; Demonstrated ability to employ outstanding communication practices that are ongoing, clear, and structured; Proven ability to motivate and inspire teams, maintaining high levels of engagement and strong employee morale; Desire and willingness to roll up your sleeves and jump in when the situation requires it; Passion for building exceptional, detail-oriented, customer and employee experiences; Ability to work a flexible schedule, including evenings, weekends, and holidays required

Nice to have

Skilled in executing customer service and operational efficiencies