Key Lead, LA
Associate Store Director, Soho
Associate Store Director, Brooklyn
Overview
Our store leaders will help drive our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy. As an Assistant Store Director, it’s your job to lead, inspire, and develop a best-in-class team to create inspiring and exceptional customer experiences, and help set the tone for the store team as they help customers discover and deepen their connection with Glossier throughout their visit and beyond. As an experienced lead with a hospitality mindset, you foster and maintain a safe, equitable, and inclusive environment for both store teams and customers, while providing support to the Store Director in executing all people and business objectives. Finally, acting as a people advocate and 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.
Not new to the Glossier team? We welcome your application! Many of our Corporate Retail team members have joined within the last year and we would love to hear from you to get to know you (or get reacquainted). Please submit your candidacy for consideration!
As part of the store’s leadership team, you will be fully immersed in the development of the store’s talent culture, with direct impact to the employee and customer experience. Performance expectations include but are not limited to the following:
Team Leadership
- Drive a culture anchored in our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy.
- Deeply understand, model, and coach Glossier’s mission, vision and values: Devoted to the Customer, Inclusive, Curious, Courageous, and Discerning.
- Partner with the store’s leadership team and HR Generalist to drive an inclusive and equitable talent acquisition strategy, and actively work in building a continuous candidate pipeline.
- Develop and empower the store’s team by providing effective and frequent coaching, feedback, recognition and encouragement.
- 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.
- Support the efforts of creating a culture of clear and open communication with your team, ensuring all team members are equipped with information they need to thrive and effectively share feedback, ideas, and concerns.
- Support and drive the store’s recognition initiatives, in partnership with the HR Generalist, fostering a work environment of collaboration, camaraderie, and fun— joy is our language!
- Serve as a deeply knowledgeable advocate for our product philosophy and portfolio, and inspiring and coaching your team to facilitate customer-led discovery journeys.
- Identify areas of potential growth within your teams and coach accordingly to strengthen and further develop these in alignment to core competencies and performance expectations.
- Promote, participate, and drive the completion rate of all Glossier training initiatives.
Customer Experience Leadership
- Model and coach Glossier’s customer experience principles, ensuring consistently memorable and inspiring customer experiences.
- Develop and support a culture of accountability for expected service levels, coaching to performance standards, maintaining a constant presence on the floor and facilitating ongoing and constructive feedback.
- Support the testing and implementation of new customer experiences in collaboration with HQ teams to innovate on the Glossier retail experience.
- Identify key customer trends and requests; communicate effectively to Store Director and relevant corporate partners to support continuous improvement and innovation of the Glossier retail experience and product assortment.
- Monitor and analyze customer feedback, working with your Store Director and fellow Associate Store Directors to develop and implement customer experience strategies.
- Spend at least 60% of your time throughout the week on the sales floor, working directly with customers and your team, working at least 3-4 Manager on Duty (MOD) shifts per week.
Business Leadership
- Analyze business results, in partnership with the Store Director, to identify strategies to improve overall store operations and drive results.
- Create effective and strategic team schedules to support the customer experience and meet payroll targets.
- Develop operational knowledge and ultimate mastery of the assigned Division of Responsibility (DOR). The assigned DOR can be one of the following: Product (the product knowledge champion at the store, supporting the team’s efforts in becoming well-versed in the entire product assortment and new launches and provides support to all product training initiatives); Customer Experience (the coach on the fulfillment of Glossier’s service fundamentals in providing magical and memorable experiences to our customers); Logistics (the go-to expert on all inventory logistics, overseeing the efficient flow of inventory into the store, and serves as the store’s Safety Captain); Visual Merchandising (responsible for the adherence of all visual merchandising standards); Operations (owns the operational processes of the store, managing supplies and equipment, and serves as the retail tech subject matter expert); or Partnerships & Facilities (maintains close connectivity with corporate teams, ensuring there are direct lines of productive communication and collaboration between the store team and company headquarters partners). After a defined period of time, Associate Store Directors will rotate DORs to facilitate well-rounded expertise in all areas of the operation.
- Serve as the store’s champion within the assigned Division of Responsibility, developing and executing specific initiatives that will help drive a more efficient operation in performing to business objectives and goals.
- Participate in the management of the store’s budgets, in partnership with the Store Director, to ensure operational SOPs are followed consistently in order to support customer, team, business, and compliance goals.
- Deliver on Glossier’s unique retail experience philosophy, optimizing first and foremost for excellence in customer experience, and in turn driving the operational and financial results that follow.
Qualifications
- 3+ years of experience leading teams in a fast-paced retail or hospitality environment.
- Demonstrated experience in growing highly capable, diverse teams and investing deeply in the development of managers and team members.
- Experience in promoting 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, promoting transparency, accountability, and understanding of performance and business expectations.
- Proven ability to motivate and inspire teams, maintaining high levels of engagement and strong employee morale.
- Demonstrated ability to show empathy and understanding while still driving action.
- Desire and willingness to roll up your sleeves and jump in when the situation requires it.
- Track record of delivering measurable financial, operational, and customer experience results.
- Ability to make difficult tradeoffs, balancing short- and long-term objectives in pursuit of business vision and goals.
- 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.
- Passion for beauty as a conduit for connection and personal narrative; excitement for creating environments and experiences that celebrate everyone’s unique beauty journey.
- Ability to work a flexible schedule, including evenings, weekends, and holidays required.
- Highly skilled in defining and executing operational efficiencies a plus.
- Experience in a scaling/start-up environment and testing new experiential concepts in a customer-facing environment a plus.
Click here to view the candidate privacy policy under FAQ's
We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.
(Sales Associate, Part-Time) Editor, Philadelphia
Overview
We are a people-powered 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. Our north-star values are to be Human, Curious, Playful, and Helpful. We are driven by a shared mission to become the Most Loved Lifestyle Brand in the World.
Our store teams operate in environments fueled by our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy. As an Editor, it is your job to ensure the customer experience lives through with our product, its presentation, packaging, and care. Driven by an authentic desire to collaborate and engage with others, you will inspire and create exceptional experiences for our customers as they discover and deepen their connection with our brand through our products - whether in-store, picking up an online order, or processing a return or exchange. As an avid team player, you will collaborate with all members of the store team to ensure every customer touchpoint throughout their experience is cohesive and seamless. Known for being optimistic and able to find joy with everyday interactions, you will help set the tone for the overall culture within the store team - joy is our language! Editors will be part of a team of impassioned storytellers, driven by curiosity and the power of the Glossier community, reimagining the future of beauty one experience at a time.
As part of the store’s team, you will be fully immersed in every aspect of our customers’ journeys as they visit our stores. Therefore, as an Editor, you will be trained in all aspects of the store operation, including our customer-facing and back-of-house operations. You will assist with coverage and will be equipped to work in both environments, front and back of the house. Having a holistic understanding of the customer journey, from start to finish, will strengthen our team’s abilities when assisting customers with any and all inquiries - with leadership guidance and support as needed. Performance expectations include but are not limited to the following:
Customer Experience
- Embody Glossier’s core values of Devoted to the Customer, Inclusive, Courageous, Curious, Discerning, and Results Driven in everything you do.
- Model and coach Glossier’s customer experience principles, as defined by Glossier’s Selling Ceremony, ensuring consistently memorable and inspiring experiences that begin in-store and continue post-store visit..
- Become an expert on the entire portfolio of products, with an active working knowledge on product basics, key benefits, application, formula, customer recommendations, and care.
- Following the principles of Glossier’s Selling Ceremony, lead inclusive and interactive product engagement, focusing on demonstrations, applications, recommendations, and routine building, with all customers.
- Lead meaningful customer interactions with a hospitality mindset during in-store events such as master classes, promotional activations, and other in-store initiatives as communicated by store leadership.
- Focus on mastering selling behaviors in the pursuit of meeting and exceeding business objectives, with careful attention to key performance indicators (e.g., AOV, UPT, etc.).
- Develop and nurture relationships with new and repeat customers, frequently engaging them pre and post visits to share details on communication on promotional events, follow-up on purchases, or just checking in!) by way of consistent and thoughtful clienteling efforts.
- Master all of our customer service expectations, following our training fundamentals, becoming an exemplary Editor and advisor to existing and new team members.
- Monitor customer feedback, working with your store’s leadership team, to share information with key stakeholders accordingly.
- Become a brand ambassador, fully versed in all aspects of the Glossier brand and experience!
Teamwork
- Operate with optimism and joy— having fun is not only allowed, it’s encouraged!Share sustained excitement with the Glossier community on product launches, activations, and special events as executed by store leadership.Be a safety champion for all! Safely completing all work responsibilities and ensuring the work environment is free of safety hazards, immediately reporting any concerns to management when applicable.
- Partner with store leadership to effectively communicate feedback on inventory logistics, packaging, and customer feedback regarding their physical experience with our products.
- Serve as a product guru and an added resource for product demonstrations (especially for new hires, cross-training team members, or new product launches), in partnership with store leadership.
- Outstanding collaborator, able to partner with all members of the leadership and store team in the fulfillment of special projects and/or assignments.
Operational Excellence
- Take pride and careful care of inventory, store facilities (both, front and back of house spaces), and company equipment and technology, with a focus on upkeep, organization, and safety.
- Adhere to safety standards as defined by the store leadership team, in accordance with federal and state guidelines.
- Restock and replenish inventory in accordance with business and operational standards by leveraging the expertise of inventory management systems, inventory reporting, and store logistics.
- Focus on inventory accuracy, following a meticulous, yet expeditious, mindset when fulfilling customer orders.
- Receive, manage, and inspect shipment receipts in a careful and thorough manner to ensure accuracy and quality, and diligently report discrepancies accordingly.
- Active participant in visual projects (e.g., new display activations, floor moves, product launches, brand events, etc.).
- Uphold all uniform standards, closely following presentation guidelines.
- Become an expert in all operational procedures of the store, both in front and back of house operations, with a focus on providing support to newly hired team members.
- Observe strict confidentiality, particularly as it pertains to handling sensitive information (such as customer information, product launches, company programming, etc.).
- Skillful multitasker, able to accommodate multiple customer requests at a time without compromising service standards of excellence.
Qualifications
- Passion for creating memorable experiences through meaningful personal interactions– i.e. true people enthusiasts!
- An effective collaborator in nature, driven by the power of teamwork, who thrives in group settings.
- Positive, willing to learn and grow, and motivated to perform in fast-paced environments.
- Highly adaptable with an impeccable ability to multitask.
- An advocate for all members of our community, promoting inclusion and belonging - always.
- Demonstrated ability to show empathy and understanding while still driving action.
- Driven by operational excellence, understanding the logistics of a retail operation in order for the customer experience to be one that is operationally seamless and memorable.
- Desire and willingness to roll up your sleeves and jump in when the situation requires it.
- Ability to work a flexible schedule, including evenings, weekends, and holidays required.
- Prior experience with POS (point of sale) or inventory management systems a plus.
- Demonstrated ability to drive sales without compromising a hospitality mindset.
- 2+ years of experience in a fast-paced retail or hospitality environment a plus.
Click here to view the candidate privacy policy under FAQ's
We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.
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