Store Leader; Reston, VA

Overview

As a Store Leader, it is your responsibility to build and manage a team of customer-facing style experts in a dynamic retail environment. You are accountable for every aspect of the store’s performance inclusive of achieving key results, creating a fun and positive environment for your team, and delivering best-in-class service. You lead by example and navigate ever-changing conditions by making informed and timely decisions that are solutions-focused and drive strong business outcomes.

As an entrepreneur, you create a team environment and culture where people feel supported, engaged, and can deliver an exceptional in-store experience.

Customer Service l Brand Ambassador

• Ensure expected customer service levels are maintained and exceeded by the team
• Create a selling environment that is focused on a seamless end-to-end experience driven by customer engagement, personalized outfitting, and adding value to the visit
• Emulate the brand aesthetics and embody a strong sense of fashion and enthusiastic attitude
• Continually assess and take action on the level of personalized service offered by Stylists, ensuring that Stylists are creating tailored experiences for all customers that leave them feeling special
• Resolve customer feedback and address issues in the moment, including customer escalations and urgent requests

Teamwork l Communication

• Manage the store’s hiring strategy, including planning needs, recruitment strategy, projected turnover, and leaves of absence
• Engage team members by creating a fun and productive environment, including helping them understand how their work supports company objectives and the success of the store
• Drive team engagement by ensuring team members are provided recognition and continuous check-ins, including performance management and documentation when relevant, to support and reinforce career and personal growth
• Lead and monitor the store’s ongoing training strategy, including training for non-keyholders, process changes, promotions or job changes, and new programs or initiatives
• Perform people-related actions to update team member information, including approving time off requests, approving shift swaps, updating availability, timecards, qualifications, and other employee records as needed
• Manage, train, and hold the team accountable for maintaining retail standards and store cleanliness
• Address all employee concerns or issues, including knowing when to partner with internal support to take appropriate action
• Collaborate across store channels and/or Areas using company technology platforms

Visual l Business Operations

• Lead and move dynamically on the floor to assess and fulfill the needs of the business, team, and customers
• Consistently meet and/or exceed all goals and objectives for your store by monitoring and taking action on relevant key performance metrics to achieve goals and capture opportunities
• Manage team’s compliance within the scheduling and payroll process to align with policies, procedures, budgets, and applicable law
• Plan, prepare, and manage the schedule by considering team members’ qualifications, availability, and performance to maintain efficiency and effectiveness of operations
• Drive overall store product strategy, in accordance with brand standards, including supervision and oversight of receiving, processing, merchandising, and exiting
• Ensure execution of optimal layout and visual merchandising or product presentation strategy per the guidance of SMU’s Visual Department
• Execute operations-focused company-level directives, promotions, and initiatives (e.g. from SMU HQ)
• Manage the completion of the daily shipment and omni fulfillment processes
• Manage immediate impacts of business disruption to support operational continuity (e.g. weather, team absenteeism, store closures, health, and safety response, etc.)
• Meet or exceed shrinkage goal by maintaining strong loss prevention guidelines and audits
• Understand and adhere to people safety policies and procedures
• Perform work in accordance with applicable policies, procedures, and laws or regulations
• Perform other duties related to the qualifications and requirements of the job as specified in company…