Sales and Customer Experience Manager

2 months ago

Indianapolis, Indiana, United States Lush Full time

Job Summary:

We are seeking a highly motivated and experienced Floor Leader to join our team at Lush. As a Floor Leader, you will play a vital role in supporting the Store Management Team across all areas of the business, including driving sales, opening and closing the store, analyzing sales results, and leading training sessions.

Key Responsibilities:

Sales and Customer Experience:

  • Drive Sales: Utilize sales data and analytics to provide effective coaching and feedback to the sales team, and make necessary adjustments to the store layout to meet and exceed sales goals.
  • Customer Experience: Lead by example in delivering a world-class customer experience, including product demonstrations, consultations, and sales interactions.
  • Building the Brand: Educate customers on Lush's brand values, including our position on Fighting Animal Testing, Freshest Cosmetics, Ethical Buying, 100% Vegetarian, Handmade, and Naked Packaging.
  • Product Passion: Increase your product knowledge through constant learning and make informed product recommendations for every customer need.

Team Involvement:

  • Development: Train and coach Sales Ambassadors and peers on effective sales techniques and product knowledge to improve their performance and increase sales.
  • Diversity, Equity, Inclusion, and Belonging: Encourage open communication and actively listen to team members' perspectives related to diversity, equity, inclusion, and belonging.

Operational Excellence:

  • Cash Handling and Store Opening/Closing: Manage cash handling, including customer transactions, opening and closing the register, reconciling cash drawers, and securing the store at the end of each day.
  • Time and Attendance: Lead by example in terms of attendance and punctuality, and encourage the same from all employees.
  • Visuals and Merchandising: Maintain a clean, organized, and visually appealing store to enhance the customer's shopping experience and drive sales.
  • Stock and Inventory: Train your team on inventory best practices and support management with inventory tasks.
  • Policies and Procedures: Support your management team to keep the store compliant and ensure your staff are practicing company standards.

Qualifications:

Required:

  • Minimum 1 year of experience in customer service and sales, cash handling and opening/closing procedures, supervisory experience, and problem-solving issues related to customer service.
  • Knowledge and passion for skincare, natural beauty, and ethical business.
  • Flexible schedule to accommodate store needs, including evenings, weekends, and holidays.

Preferred:

  • Experience with consultation-based customer service models, analyzing sales metrics, and working in skincare or cosmetics.
  • Experience in cross-cultural collaboration and DEIB or social justice training.
  • Fluency in Spanish, French, or other languages.

Language: English (en-US)

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