Service Lead

Job Description

 

Summary:

The Service Lead assists the Store Manager (SM) and Assistant Store Manager (ASM) in motivating and inspiring the team to achieve store productivity goals.  The Service Leader acts as a supervisor to ensure both the staff and customer experience is positive.

 

Key Roles and Responsibilities:

People/Supervisor

  • Provides direction, support, and ongoing feedback to Sales Associates
  • Assists in conducting observation and coaching of Sales Associates

Customer Service/Sales

  • Consistently creates a welcoming environment for the customer by greeting and assisting; as well as quickly responding to customer inquiries and needs
  • Demonstrates desired behaviors including driving sales, handling difficult and/or complicated sales, cash management, inventory, and follow-up with customers
  • Identifies opportunities to drive traffic into the store through community events (weddings, parties, etc.)
  • Responsible for assigned Areas of Responsibility (AOR)
  • Regularly communicates with Store Manager and Assistant Store Manager to discuss strengths, opportunities, and trends in business
  • Assists Store Manager and Assistant Store Manager to increase sales, drive/promote merchandise categories, and expand markets
  • Assists Store Manager and Assistant Store Manager in planning and execution of all Merchandise Calendar direction, campaigns, and sales promotions

Operations

  • Assists SM and ASM in all store operations
  • Ensures departmental responsibilities are prioritized and executed as outlined in the Area of Responsibility (AOR) guidelines
  • Support the Leader on Duty (LOD) Program to ensure that Sales Associates are providing exceptional customer service
  • Enforce all company policies and procedures, including health, safety, and security are being followed; ensures compliance to all wage and hour rules.
  • Performs all duties as directed by supervisor

Requirements

 

Skills Required

  • Excellent communication skills – both verbal and written
  • Ability to operate in a rapidly changing environment
  • Exceptional collaboration skills, proven ability to work effectively cross-functionally
  • Strong organization and priority setting skills

Qualifications

  • 1-2 years of experience in retail store management
  • Strong verbal and written communications skills
  • Must be an excellent organizer and problem solver with strong project management skills
  • Possess strong interpersonal skills to communicate with confidence to both internal and external customers