Glossier
Beauty
KeyLead
Neural analysis suggests this role is
optimal for Mid candidates.
“Key Lead at Glossier. Skills: Team Leadership, Customer Experience Leadership, Business Leadership. Support the overall efforts of the store’s leadership team in creating inspiring and exceptional experiences. Foster and maintain a safe, equitable, and inclusive environment for both store teams and customers”
What You'll Achieve.
Creating inspiring and exceptional experiences; Fostering and maintaining a safe, equitable, and inclusive environment; Employees developing their full potential; Consistently memorable and inspiring customer and employee experiences; Upholding all operational standards; Optimizing for excellence in customer experience; Demonstrating understanding of ultimate financial impact; Strengthening opportunities to network and create new local partnerships
Industry & Context.
Ability to work a flexible schedule, including evenings, weekends, and holidays
What They're Looking For.
Must Have
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 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 a plus
What You'll Do.
Support the overall efforts of the store’s leadership team in creating inspiring and exceptional experiences
Foster and maintain a safe
and inclusive environment for both store teams and customers
Act as a constant presence on the floor to help create an environment in which employees can develop their full potential
Support an employee culture driven by a people-first employee experience philosophy
Liaise with the store’s leadership team to maintain clear
and ongoing communication
Participate in the store’s recognition initiatives
Serve as a knowledgeable resource of product philosophy and portfolio
as well as operational standards of excellence
Manage coverage needs on a daily basis
Lead team communication through shift meetings
Model and coach Glossier’s customer experience principles
Spend 100% of time on the sales floor and/or BOH areas 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
Ensure all operational standards are upheld
Reinforce communication of business KPIs to the team
Perform opening and closing duties
Manage ad hoc vendor requests
Deliver on Glossier’s unique retail experience philosophy
Support building connections within the community
Strengthen opportunities to network and create new local partnerships
How You'll Work.
Team & Collaboration
Liaise with the store’s leadership team for feedback and operational observations; Partner with the store’s leadership team on recognition initiatives; Work directly with the store team on the sales floor and/or BOH areas; Assist the store team with customer accommodations; Partner with Associate Store Director(s) to build community connections and local partnerships
Communication Scope
Outstanding communication practices that are ongoing, clear, and structured
Full Job Description
Overview We are a people-powered beauty ecosystem, brought to life by engaging online and offline experiences. In 11 years, we have built an iconic brand that goes far beyond beauty. Our brand is built on trusted emotional connection, empathy, and consistency in how we show up for people every day. We are woven into everyday moments of people’s lives, becoming part of their routines, their self-expression, and their confidence. We are defined not just by what we make, but by how we make people feel and the relationships we build over time. We are Human, Curious, Playful, and Helpful, driven by a shared mission to become the Most Loved Lifestyle Brand in the World. Our store leaders will help drive our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy. 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. Finally, acting as a constant presence on the floor, you will help create an environment in which employees can develop their full potential, fulfilling all core talent competencies and embodying our company values. As an extension of the store’s leadership team, you will be fully immersed in the store’s FOH and BOH operations. Performance expectations include but are not limited to the following: Team Leadership 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,
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