Showroom Team Lead
Compensation range: $21.00 - $23.00
ABOUT THE ROLE:
The Team Lead is an entry-level leadership role responsible for supporting the showroom’s day-to-day operations while driving results and delivering exceptional customer experiences. As a key member of the showroom leadership team, the Team Lead ensures operational excellence and helps to foster a culture of collaboration, accountability, and success.
RESPONSIBILITIES:
Sales Leadership + Accountability
- 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.
Operational Excellence
- 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.
Fittings and Alterations
- 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.
People Development
- 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.
Customer Experience
- 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.
Entrepreneurial/Be a Business Owner Mindset
- 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.
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.
WHY WORK AT INDOCHINO:
- Growth Opportunities: Gain valuable leadership experience in an entry-level management role with opportunities to advance within the company.
- Collaborative Environment: Work alongside talented and passionate team members who support each other to succeed.
- Impactful Work: Contribute to a growing retail department and help shape the future of Indochino.
- Customer Focused: Join a company that values exceptional service and empowers its team to deliver unforgettable experiences.