Retail Sales Floor Lead, Clienteling

Why We Need You:

For our new Toronto Store, you will play a pivotal role in shaping the success of our brand-new location. You are:
A Floor Energizer & Role Model: Ready to set the pace on the sales floor by modeling our hospitality-driven culture, daily clienteling habits, and stepping up as a trusted Manager on Duty to keep daily operations running smoothly.
A Hands-On Peer Coach: Skilled at supporting the team in real-time, sharing your product expertise, and guiding the floor during your MOD shifts to help Home Experts build confidence and hit their goals.
A Champion for Customer Connection: Focused on making an incredible first impression on every guest, handling floor escalations with empathy and care, and keeping customers excited to return.

About the new store:

This is our second store in Canada, and we’re excited to be based in the heart of Toronto’s fashion district and become part of the local community.
Our store address is: 90 Bathurst St., Downtown Toronto.
Store size: 9600 square feet
Staff size/ model: 1x Store Manager, 2x Assistant Managers, 2x Sales Floor Leads, 8x Home Experts (associates)
Hours of operation: The store is open 7 days per week, 10 am – 8 pm.

What You’ll Do
Customer Experience & Sales Execution:
Lead by Example: Model hospitality-first service on the sales floor, helping customers find the right solutions through deep product expertise.
Support Clienteling: Actively participate in appointment-setting, customer follow-ups, and outreach to build loyalty and repeat business.
Resolve Floor Escalations: Act as the first point of contact for customer concerns, resolving issues with empathy and professionalism.
Drive Goals: Assist the team in meeting daily sales and outreach targets through positive energy and proactive lead generation.

Daily Coordination & Peer Support:
Run Daily Huddles: Lead brief team huddles focused on the day’s sales goals, appointment schedules, and daily priorities.
Support Floor Coverage (MOD): Serve as the Manager on Duty during designated shifts, managing opening/closing checklists, and keeping the team organized and on task.
On-the-Floor Coaching: Support the onboarding of Home Experts by providing real-time tips, sharing best practices, and modeling service standards.
Maintain Floor Presence: Serve as an accessible, trusted resource for the team throughout the day to keep the floor running smoothly.
Partner with Leadership: Work directly under the Assistant Manager to help execute showroom initiatives and daily customer engagement strategies.

Who You Are
Qualifications:
2+ years of experience in retail, hospitality, sales, customer service, or a similar customer-facing environment.
Keyholder experience (e.g., Lead, Senior Associate, or Keyholder) is highly preferred.
Proven experience with, or a strong interest in, clienteling, appointment-based selling, or customer outreach.
Comfort using point-of-sale systems, basic CRM/clienteling tools, and retail technology.
Outstanding communication skills with a natural ability to connect with people and build trust quickly.
Leadership & Peer Support
Leads by Example: Models hospitality-first service, positive energy, and work ethic on the sales floor.
Real-Time Support: Offers on-the-spot coaching, shares product tips, and helps peers gain confidence.
Operational Reliability: Comfortably steps up as the Manager on Duty (MOD) to keep the floor running smoothly and handle basic opening/closing procedures.
Positive Champion: Fosters a collaborative, supportive team environment where wins are celebrated.

Must Have:
A customer-first mindset and a passion for creating exceptional experiences.
Confidence building relationships and creating meaningful customer connections.
Resilience, adaptability, and the ability to multitask during busy showroom hours.
Strong sales and service instincts with the ability to influence and inspire others.
Uses sound judgment to make decisions and escalate issues when appropriate.
Open availability to work a flexible schedule, including weekends, evenings, and holidays.

Additional Requirements:
Ability to frequently move throughout the showroom environment.
Ability to lift and move merchandise up to 30 lbs independently or with team assistance.
Legally able to work in Canada (FULL TIME HOURS year-round/ no Student VISA).
Completion of a criminal background check.