Customer Experience Leadership

• Model and coach Glossier’s customer experience principles, ensuring consistently memorable and inspiring customer and employee experiences.
• Spend 100% of your time on the sales floor and/or BOH areas as assigned, working directly with customers and the store team.
• Active participation in the Host of the Party (HOP - Manager on Duty/MOD) program.
• Serve as an added resource to the store team when customer matters arise requiring leadership support.
• Assist the store team with any ad hoc customer accommodations (e.g., returns/exchanges, guest recovery accommodations, etc.).
• Recognize and reinforce excellent customer service interactions and facilitate a “best practice” resource library to be incorporated into training.
• Ensure all operational standards are upheld (e.g., visual merchandising, store cleanliness, safety processes, etc.).

Business Leadership

• Deeply knowledgeable of business KPIs and responsible for reinforcing communication to the team in a fun and engaging manner.
• Responsible for opening and closing duties at the beginning and/or end of the business day, setting the store up for success.
• Serve as an extension of the leadership team when managing ad hoc vendor requests, liaising with leadership as needed.
• Deliver on Glossier’s unique retail experience philosophy, optimizing first and foremost for excellence in customer experience, while demonstrating an understanding of ultimate financial impact.
• Support the efforts of building connections within the community, in partnership with the Associate Store Director(s), to strengthen opportunities to network and create new local partnerships for potential events, etc.

Qualifications

• 2+ years of supervisory experience in a fast-paced retail, customer service, or hospitality environment.
• Experience in promoting and supporting 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.
• Proven ability to motivate and inspire teams, maintaining high levels of engagement and strong employee morale.
• 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.
• Ability to work a flexible schedule, including evenings, weekends, and holidays required.
• Skilled in executing customer service and operational efficiencies a plus.

In accordance with the applicable law, the following represents a good faith estimate of the minimum and maximum compensation range for this position:

The estimated annual pay range for this role is $Minimum - [$Midpoint].

There may be future opportunities for continued pay progression based on continued strong performance in the role.

Full-time positions are also eligible for a competitive compensation and benefits package. Learn more at the Glossier Career page.

Part-time positions are also eligible for competitive compensation and benefits. Learn more at the Glossier Career page.

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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.