Glossier, Inc. · 1 month ago
Key Lead, Boston
Boston, MA
Full-time
Onsite
Entry, Mid Level
2+ years expGlossier is a people-powered beauty ecosystem that has built an iconic brand over the past decade. As a Key Lead, you will support the store's leadership team in creating exceptional employee and customer experiences while fostering an inclusive and equitable environment.
B2CBeautyConsumer GoodsFashion
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: Devoted to the Customer, Inclusive, Curious, Courageous, and Discerning
Support an inclusive and equitable work environment and uphold our Code of Conduct and commitment to a work environment that is free from discrimination, harassment, bullying, and intimidation
Liaise with the store’s leadership team to maintain clear, open, and ongoing communication as it relates to positive and/or developmental feedback on the store team or any other operational observations
Participate in the store’s recognition initiatives, in partnership with the store’s leadership team, supporting a work environment of collaboration, camaraderie, and fun— joy is our language!
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”), sharing relevant information as needed (business goals, HQ updates, store news, etc.)
Model and coach Glossier’s customer experience principles, ensuring consistently memorable and inspiring customer and employee experiences
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 (e.g., returns/exchanges, guest recovery accommodations, etc.)
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 (e.g., visual merchandising, store cleanliness, safety processes, etc.)
Deeply knowledgeable of business KPIs and responsible for reinforcing communication to the team in a fun and engaging manner
Responsible for opening and closing duties at the beginning and/or end of the business day, setting the store up for success
Serve as an extension of the leadership team when managing ad hoc vendor requests, liaising with leadership as needed
Deliver on Glossier’s unique retail experience philosophy, optimizing first and foremost for excellence in customer experience, while demonstrating an understanding of ultimate financial impact
Support the efforts of building connections within the community, in partnership with the Associate Store Director(s), to strengthen opportunities to network and create new local partnerships for potential events, etc
Qualification
Required
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
Preferred
Skilled in executing customer service and operational efficiencies a plus
Company
Glossier, Inc.
Here at Glossier, beauty is about you.
201-500 employees
H1B Sponsorship
Glossier, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (10)
2021 (2)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$266.4MKey Investors
Lone Pine CapitalIVPThrive Capital
2021-07-07Series E· $80M
2019-03-19Series D· $100M
2018-02-23Series C· $52M
Leadership Team
M
Michelle Arnold
Vice President, People
Emily Weiss
Founder, Executive Chairwoman
Recent News
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Company data provided by crunchbase