Customer Exp Team Lead - Retail Concierge

We are looking for a dynamic and motivated Retail Concierge Team Lead with a hospitality-first mindset to provide outstanding customer service and create memorable experiences. In this key role, you will lead and support the retail concierge team, ensuring exceptional service at every touchpoint. This position is perfect for someone who thrives on delivering excellence, streamlining operations, and nurturing team development. As the Team Lead, you will work closely with the Customer Experience Manager to design and implement efficient workflows, mentor staff, and consistently exceed performance goals.

Duties and Responsibilities:

1. Lead by example in delivering exceptional customer service, ensuring every customer feels valued and well looked after.
2. Be the first point of contact for the Retail Concierge team for their queries or questions.
3. Handle customer and associate concerns, offering guidance and solutions when required.
4. Work closely with the Customer Experience Manager to understand the daily needs and training requirements.
5. Collaborate with the Customer Experience Manager to develop and implement efficient workflows and processes.
6. Assist with onboarding and training new hires, ensuring they align with company values.
7. Provide ongoing support to team members, ensuring proper coverage, coordinating breaks, and monitoring the functionality of POS systems.
8. Assist the Retail Concierge team in achieving daily metrics and goals.
9. Utilize phone and iPad portals to check inventory, look up orders, and inform customers when orders are ready for pick-up.
10. Work collaboratively as a member of the sales team to meet and exceed sales goals.
11. Contribute to building and maintaining a friendly, professional, and service-oriented showroom environment.
12. Stay updated on the latest flyers, promotions, and deals and educate the Retail Concierge team.
13. Assist with merchandise returns and educate/update yourself and other team members on product returns and warranty plans.
14. Continuously expand product knowledge and stay informed about new products, services, and industry trends.
15. Regularly assess operational procedures, suggesting and driving improvements to enhance team efficiency.
16. Work closely with the Customer Experience Manager to monitor team performance metrics and provide regular feedback.
17. Maintain a safe and clean working environment by complying with procedures, rules, and regulations.
18. Comply with the company’s policy and procedure regarding loss prevention and health and safety.
19. Perform various duties throughout the store as required.

Qualifications and Skills:

1. Post-secondary education in business, hospitality, or related fields is preferred.
2. Dynamic with excellent customer service skills and a hospitality approach.
3. Detail-oriented, highly observant, and accurate.
4. Creative mindset, forward-thinking, and exploratory approach to challenges.
5. Computer literate with proficiency in Microsoft Windows, Google applications and good mathematical aptitude.
6. A multi-tasker who can perform in a fast-paced environment.
7. Take ownership of team performance and customer satisfaction.
8. Flexible and able to thrive in a fast-paced environment.
9. Strong organizational and time management skills.
10. Works collaboratively and supports team goals.