Retail Floor Lead of People Experience- Heights Mercantile

About the Role 

Vuori is looking for a Lead of People Experience who will play a pivotal role in the success of our retail store through a focus on team experience and customer service excellence.  

As a Lead of People Experience, you partner closely with the Assistant Manager of People Experience to lead and execute the store’s overall team engagement and customer service strategies. You impactfully lead the sales floor team, making proactive adjustments to workflow and delegations based on the needs of the business and your people. You understand systems and value Vuori’s routines of excellence as a key tool in achieving results. You readily provide recognition, feedback, and coaching during floor shifts to reinforce the behaviors that lead to success.  When not leading the floor, the Lead of People Experience role models Vuori's customer service and selling behaviors.  

Beyond floor leadership, you’ll champion local community engagement and cultivate meaningful relationships that reflect Vuori’s values and lifestyle. You’ll contribute to high-performing teams, foster a positive and inclusive work environment, and collaborate with your teammates to consistently deliver results across all of our retail priorities. 

What You’ll Get to Do 

People   

• Partner with the ASM of People Experience to implement a unique store engagement strategy that aligns with our annual retail priorities. 

• Prioritize team experience and development by providing in the moment recognition, feedback, and coaching. 

• Support the General Manager in promoting a culture of excellence, emphasizing open communication, trust, respect, punctuality, accountability, and commitment to role responsibilities among staff members. 

• Partner with the leadership team to champion a safe and healthy work environment by proactively identifying, assessing, and mitigating potential hazards or risks, and implementing best practices and safety protocols.  

Customer Experience 

• Partner with ASM of People Experience to implement Vuori’s sales and service strategy in store, ensuring excellence and consistency across all customer interactions and touch points. 

• Take proactive ownership of the sales floor and sales team to ensure that customer experience remains the top priority, fostering a customer-centric environment where every interaction is meaningful and memorable. 

• Support the ASM of People Experience in analyzing quality of service KPIs and results, andidentifying themes. Recognize and reward behaviors that generate great customer experience, and adjust strategy when needed. 

• Empower employees to make decisions and resolve customer issues independently, while providing guidance and support as needed. 

Community 

• Assist in the implementation of community initiatives. This includes highly effective product promotion, team sweat, and community event strategies that position the store as a destination for both shopping and community involvement.  

• Represent the Vuori brand while in store and at community events. 

Product 

• Assist in the implementation of product operations initiatives to enhance efficiency in inventory management and product handling. 

• Lead the execution of daily and weekly product operations tasks, including inbound and outbound product shipments, role-modeling and upholding Vuori’s SOPs. 

• Assist in the implementation of visual merchandising initiatives, including new product flips, mannequin looks, in season product management, and overall in-store standards. 

Finance & Labor 

• Assist the General Manager in day-to-day schedule and labor management, adhering to all company scheduling best practices and applicable local and state labor laws.