Fan Experience Lead, Full Time

Retail Portland, Oregon


Position at KEEN Footwear

Job Title:  KEEN Garage Fan Experience Lead

Posted:  April, 2018

Reports to:  Sr. Manager Retail

Department:  Retail

Status: Non-Exempt

Direct Reports: 0


General Summary:     

KEEN is seeking a Fan Experience Supervisor for our Portland, OR flagship store whose primary responsibility will be executing day-to-day action plans developed by store leadership to ensure effective and efficient store operations. The Fan Experience Supervisor will focus on customer engagement including maintaining sales floor coverage; identify coaching and training opportunities and ensuring a high level of customer service as defined by retail leadership.

As a full time employee of KEEN, we provide medical, dental, and vision insurance coverage, as well as 401K and a yearly Trimet pass. 

Key Responsibilities:

Supervising and Leadership

  • Manage daily staffing flow by coordinating rest and meal breaks ensuring sales floor coverage.
  • Articulate expectations and standards to team as set by store leadership.
  • Coach sales associates to ensure sales floor professionalism, product expertise and sales confidence.
  • Work cross departmentally with KEEN corporate to ensure cross channel fluidity.

Service and Selling

  • Provide exceptional customer service with a fan first approach ensuring no fan is left out of the KEEN Garage experience.
  • Engage with and ensure a “fun” experience for all customers.
  • Deliver a compelling and inspiring brand experience.
  • Inspire customer confidence and create loyalty to the brand.
  • Sell products with a focus on customer needs, key product attention and overall brand satisfaction.
  • Facilitate any post-purchase product resolution, and accommodate all customers’ needs.
  • Facilitate consumer warranties on a case-by-case basis.


  • Execute visual merchandising concepts.
  • Ability to maintain merchandising standards.


  • Help facilitate and encourage customers to engage in store events.
  • Keep up on local market competitors.


  • May be accountable for store opening and closing duties including cash management and banking deposits.
  • Utilize the KEEN point of sale system.
  • Help in inventory movement and put away.

Cultural Responsibilities

  • Contribute to an environment of trust and mutual respect.
  • Maintain a strong commitment to teamwork and concern for others.
  • Seek growth and learning opportunities.
  • Use effective communication and listening skills.
  • Exhibit a high level of personal responsibility and ownership.
  • Demonstrate personal accountability and integrity.
  • Self-motivated to drive a problem through to resolution.
  • Continued commitment to the success of projects and day-to-day operations.


  • Must be at least 18 years of age.
  • Must have at least 3 years of retail experience.
  • Previous supervisory or management experience is preferred.
  • Experience in footwear industry preferred.
  • Demonstrated ability to be a strong team player; must be able to maintain positive working relationships with other team members at all times.
  • Availability and flexibility to work weekends, evenings, and holiday shifts.
  • Ability to learn, retain, and communicate product knowledge.
  • Strong interpersonal and verbal communication skills
  • Sound judgment and problem solving skills.
  • Understands the importance of and embraces diversity in the workplace.
  • Ability to lift up to 30 lbs.
  • Must be able to frequently use a ladder and/or stairs, bend and stoop to retrieve stock.
  • Must be able to stand and move about the store for full shifts (shifts are typically 8 hours).
  • Must have visual acuity and be able to use a point of sale system.

Employee Conduct:  It is the responsibility of every employee to contribute to a positive work environment through: mutual trust and respect; personal accountability and integrity; desire for growth and learning opportunities; teamwork; positive, honest and effective communication and professional interactions with co-workers, customers and partners. 

KEEN is an equal opportunity employer, who values an inclusive and diverse community. Qualified candidates of all backgrounds are encouraged to apply and will be considered without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.