Retail Team Lead

2 months ago

Roanoke, Virginia, United States Joann Full time

Job Summary

The Key Holder - Customer Experience Specialist is a vital role at Joann, responsible for delivering exceptional customer experiences and driving sales through advanced product knowledge and innovative merchandising. This position requires a strong ability to inspire creativity within customers and make Joann their happy place.

Key Responsibilities

Customer Experience

  • Greet every customer with a smile and use the F.A.S.T. service model to meet their needs.
  • Ask open-ended questions to learn about customers' project needs and escort them to the desired product's location.
  • Engage in friendly conversation with customers about their projects while serving them at the cutting counter, cash register, and sales floor.

Operations and Sales

  • Process customer transactions at the cutting counter and cash register in an efficient and friendly manner with professionalism and precision.
  • Lift boxes from the truck and receiving area, place and arrange items on shelves and racks.
  • Stock shelves accurately according to planogram while maintaining a high level of productivity and close attention to detail.
  • Maintain high standards throughout the sales floor by cleaning and recovering shelves, putting away returns, and cleaning up any spills/messes with a sense of urgency.

Leadership and Development

  • Involve customers in store activities such as Education Classes, Custom Framing, and other events.
  • Proactively drive sales through product knowledge, active selling techniques, suggesting services, and building strong customer relationships to the Joann brand.
  • Assist leadership in minimizing shrink in the store by ensuring policy and procedure compliance, including cutting counter accuracy, remnants, damages, and inventory management.
  • Work with store management to identify opportunities to drive the business and increase sales/profit.

Physical Demands

  • Stand during an entire shift (other than normal break time).
  • Continuously walk around all areas of the store throughout shift.
  • Read written instructions, reports, and other information on paper and computer screens.
  • Orally communicate with customers and other team members on a consistent basis throughout their shift.
  • Input data on computer keyboard and handheld units.
  • Use 2-way radios (hear incoming messages and provide verbal response).
  • Push/pull merchandise with appropriate equipment (carts, bins, etc.) to and from backroom and sales floor.
  • Lift, place, and arrange items on shelves and racks.
  • Bend down and reach above head.
  • Climb and descend ladder.
  • Individually lift up to 49 pounds, and group lift up to 97 pounds.

Availability and Benefits

This role requires open availability, including days, evenings, weekends, overnight shifts, and holidays. Eligible team members are entitled to benefits, including medical, dental, and vision plans, company-paid life insurance, and paid time off.

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