Team Lead (Boston, MA - Newbury)

RESPONSIBILITIES:

Sales Leadership + Accountability

• Drive sales by leading the team to meet and exceed daily revenue and metric-based goals.


• Support the execution of showroom key performance metrics, including sales targets, conversion rates, UPT, and average order value (AOV).


• Assist in managing customer appointments and walk-in traffic to maximize sales opportunities.


• Hold team members accountable for achieving personal and team-based KPIs.


• Provide guidance and coaching to team members in the moment to enhance performance and customer interactions.


• Actively contribute to building relationships with high-value clients and ensure their needs are met with the highest level of service.

Operational Excellence

• Assist with daily operational tasks, including floor management, staff scheduling, and ensuring smooth workflow.


• Serve as the acting leader on the sales floor during the absence of the Showroom Manager.


• Maintain a seamless customer experience by ensuring operational tasks are completed efficiently and effectively.


• Solve customer issues with professionalism and a solution-oriented mindset.


• Bring forward feedback and ideas to improve showroom operations and merchandise presentation.


• Oversee opening and closing procedures, ensuring the showroom is prepared for daily operations and secured at the end of the day.


• Perform routine checks to ensure all operational and safety standards are met during opening and closing.

Fittings and Alterations

• Conduct accurate fittings and pinning sessions to ensure garments meet customer expectations for fit and comfort.


• Manage and complete customer appointments efficiently, ensuring all alterations and fittings are performed in a timely manner.


• Oversee the fitting process by holding the team accountable for quality and efficiency.


• Collaborate with tailors and alteration specialists to communicate customer requirements effectively.


• Educate customers on the fitting process and set clear expectations for alterations and delivery timelines.


• Maintain a high level of attention to detail during fittings to uphold the brand’s quality standards.

People Development

• Support the onboarding and training of new Style Guides, ensuring they understand key processes, metrics, and customer service standards.


• Mentor and guide team members to ensure consistent delivery of exceptional customer experiences.


• Foster a positive, collaborative team environment that aligns with company values.


• Provide ongoing feedback and encouragement to team members, promoting growth and accountability.

Customer Experience

• Lead by example in delivering a seamless and unforgettable customer experience.


• Ensure all customer appointments and interactions reflect the brand’s commitment to exceptional service.


• Manage escalated customer concerns with tact, urgency, and a focus on delivering positive outcomes.


• Uphold and model Indochino’s customer experience standards both online and offline.

Entrepreneurial/Be a Business Owner Mindset

• Identify and act on opportunities to improve showroom performance and customer satisfaction.


• Contribute innovative ideas to enhance the showroom’s operations, sales strategies, and team engagement.


• Act as a subject matter expert on fit, product knowledge, and customer experience.

REQUIREMENTS:

• 1+ years of retail or customer service experience, preferably in fashion or a customer-focused environment.


• Proven ability to meet and exceed sales targets and KPIs.


• Strong leadership and mentorship skills with a collaborative approach.


• Excellent interpersonal and communication skills.


• Keen understanding of menswear products, fit, and tailoring processes.


• Ability to remain calm under pressure and lead a team during high-energy situations.


• Self-starter with a solution-oriented mindset and the ability to adapt to changing priorities.


• Strong proficiency in iOS and MS Office applications.


• Ability to work a flexible schedule, including evenings and weekends, based on showroom needs.

WHY WORK AT INDOCHINO:

• Growth Opportunities: Gain valuable leadership experience in an entry-level management role with opportunities to advance within the company.


• Collaborative Environment: Work alongside talented and passionate team members who support each other to succeed.


• Impactful Work: Contribute to a growing retail department and help shape the future of Indochino.


• Customer Focused: Join a company that values exceptional service and empowers its team to deliver unforgettable experiences.

Compensation Range: $20-$24