SKIMS
Store Leader- Customer Experience - Regent Street
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Department: Retail EMEA
Location: Regents Street, London, England, UK
Description
SKIMS is a solutions-oriented brand creating the next generation of underwear, loungewear, shapewear, and essentials. We are setting new standards through technically innovative, comfort-driven products with elevated design for everybody.
At the intersection of culture, innovation, and commerce, SKIMS is redefining modern apparel. Our teams are built on creativity, collaboration, and operational excellence, and we are committed to fostering an inclusive, high-performance environment where ambitious, curious individuals can do the best work of their careers.
Role Overview
Store Leaders play a key role in delivering an elevated retail experience while driving operational excellence and commercial performance. In flagship environments such as Regent Street, Store Leaders partner closely with the Store Director to translate broader retail strategy into strong in-store execution.
This role requires a balance of strategic thinking, operational discipline, and people leadership to ensure the store performs at the highest level while delivering an exceptional customer experience.
Strategic Leadership
In a flagship environment, Store Leaders operate with the mindset of a Store Director within a smaller footprint. They support the development and execution of store strategies aligned with broader retail priorities while ensuring a best-in-class service experience for every customer.
Team Leadership & Escalation Ownership
Store Leaders provide leadership to Assistant Store Leaders and Team Members and serve as the first point of escalation for customer, operational, and team-related matters. They model exceptional service behaviors while fostering a culture of accountability, purpose, and belonging.
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Building High-Performing, Inclusive Teams
Store Leaders support the development of diverse, high-performing teams through inclusive leadership, coaching, and clear expectations that empower team members to deliver exceptional service.
Operational Excellence & Compliance
Store Leaders maintain accountability for operational excellence across the store. They ensure company policies, safety standards, and loss prevention protocols are upheld while protecting company assets in a high-volume retail environment.
Cross-Functional Partnership
Strong communication and stakeholder management are essential. Store Leaders partner with Retail Operations, Visual Merchandising, Allocation, and People & Culture to ensure store execution aligns with company priorities and brand standards.
Customer Experience Assistant Store Leader
The Customer Experience Store Leader owns the in-store service experience and ensures every customer interaction reflects the SKIMS brand.
This role focuses on building a service culture that prioritizes connection, product expertise, and seamless customer journeys. Through strong floor leadership and coaching, this role drives service standards that support both customer loyalty and commercial performance.
Key Responsibilities
- Lead with a customer-obsessed mindset, ensuring every guest receives an elevated and personalized service experience
- Act as the service leader on the floor, modeling SKIMS service standards and coaching the team in real time
- Ensure the store floor is consistently staffed, zoned, and operating smoothly during peak traffic periods
- Resolve customer concerns with professionalism, empathy, and strong problem-solving skills
- Build a culture of product expertise, ensuring the team confidently speaks to fit, function, and fabric
- Coach selling behaviors that connect product benefits with customer needs
- Support store KPIs including conversion, average transaction value, and customer satisfaction
- Partner with Visual Merchandising and Operations leaders to maintain a seamless customer journey across the store
- Lead service-focused training and onboarding to ensure new team members are confident in SKIMS service standards
- Use customer feedback and store insights to identify opportunities to enhance the customer experience
- Maintain a strong presence on the sales floor, leading with energy, pace, and confidence
- Support key store initiatives including product launches, marketing activations, and peak trading periods
- Foster an inclusive and welcoming store environment where all customers feel valued and supported
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Skills, Knowledge and Expertise
- 2–4 years of experience in retail leadership with a strong focus on customer experience or service leadership
- Proven ability to drive sales through strong service standards and customer engagement
- Deep understanding of customer service principles and luxury or premium retail environments
- Strong leadership and coaching skills that motivate teams to deliver exceptional experiences
- Confident communicator able to provide clear direction and feedback
- Strong problem-solving abilities and the ability to handle customer escalations effectively
- Passion for the SKIMS brand and ability to represent our values in every interaction
- Ability to stand and remain active throughout the scheduled shift
- Ability to lift up to 40 pounds and move throughout all areas of the store
- Full-time availability including evenings, weekends, holidays, and overtime
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