Overview

Glossier is a digital-first beauty company on a mission to inspire everyone to find joy & confidence in their personal beauty style.  We create physical, digital, & offline experiences inspired by our community that foster connection, inspire a sense of belonging, & invite people to participate in Glossier. We are inclusive, customer-devoted, curious, courageous, discerning, & results-driven.

Our store leaders will help drive our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, & empathy. As an Assistant Store Director, its your job to lead, inspire, & develop a best-in-class team to create inspiring & exceptional customer experiences, & help set the tone for the store team as they help customers discover & deepen their connection with Glossier throughout their visit & beyond. As an experienced lead with a hospitality mindset, you foster & maintain a safe, equitable, & inclusive environment for both store teams & customers, while providing support to the Store Director in executing all people & business objectives. Finally, acting as a people advocate & constant presence on the floor, you will help create an environment in which employees can develop their full potential, fulfilling all core talent competencies & embodying our company values.

Not new to the Glossier team? We welcome your application! Many of our Corporate Retail team members have joined within the last year & we would love to hear from you to get to know you (or get reacquainted). Please submit your candidacy for consideration!

As part of the stores leadership team, you will be fully immersed in the development of the stores talent culture, with direct impact to the employee & customer experience. Performance expectations include but are not limited to the following:

Team Leadership

• Drive a culture anchored in our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, & empathy.
• Deeply understand, model, & coach Glossiers mission, vision & values: Devoted to the Customer, Inclusive, Curious, Courageous, & Discerning.
• Partner with the stores leadership team & HR Generalist to drive an inclusive & equitable talent acquisition strategy, & actively work in building a continuous candidate pipeline.
• Develop & empower the stores team by providing effective & frequent coaching, feedback, recognition & encouragement.
• Support an inclusive & equitable work environment & uphold our Code of Conduct & commitment to a work environment that is free from discrimination, harassment, bullying, & intimidation.
• Support the efforts of creating a culture of clear & open communication with your team, ensuring all team members are equipped with information they need to thrive & effectively share feedback, ideas, & concerns.
• Support & drive the stores recognition initiatives, in partnership with the HR Generalist, fostering a work environment of collaboration, camaraderie, & fun joy is our language!
• Serve as a deeply knowledgeable advocate for our product philosophy & portfolio, & inspiring & coaching your team to facilitate customer-led discovery journeys.
• Identify areas of potential growth within your teams & coach accordingly to strengthen & further develop these in alignment to core competencies & performance expectations.
• Promote, participate, & drive the completion rate of all Glossier training initiatives. 

Customer Experience Leadership

• Model & coach Glossiers customer experience principles, ensuring consistently memorable & inspiring customer experiences. 
• Develop & support a culture of accountability for expected service levels, coaching to performance standards, maintaining a constant presence on the floor & facilitating ongoing & constructive feedback.
• Support the testing & implementation of new customer experiences in collaboration with HQ teams to innovate on the Glossier retail experience.
• Identify key customer trends & requests; communicate effectively to Store Director & relevant corporate partners to support continuous improvement & innovation of the Glossier retail experience & product assortment.
• Monitor & analyze customer feedback, working with your Store Director & fellow Associate Store Directors to develop & implement customer experience strategies.
• Spend at least 60% of your time throughout the week on the sales floor, working directly with customers & your team, working at least 3-4 Manager on Duty (MOD) shifts per week.

Business Leadership

• Analyze business results, in partnership with the Store Director, to identify strategies to improve overall store operations & drive results.
• Create effective & strategic team schedules to support the customer experience & meet payroll targets.
• Develop operational knowledge & ultimate mastery of the assigned Division of Responsibility (DOR). The assigned DOR can be one of the following: Product (the product knowledge champion at the store, supporting the teams efforts in becoming well-versed in the entire product assortment & new launches & provides support to all product training initiatives); Customer Experience (the coach on the fulfillment of Glossiers service fundamentals in providing magical & memorable experiences to our customers); Logistics (the go-to expert on all inventory logistics, overseeing the efficient flow of inventory into the store, & serves as the stores Safety Captain); Visual Merchandising (responsible for the adherence of all visual merchandising standards); Operations (owns the operational processes of the store, managing supplies & equipment, & serves as the retail tech subject matter expert); or Partnerships & Facilities (maintains close connectivity with corporate teams, ensuring there are direct lines of productive communication & collaboration between the store team & company headquarters partners). After a defined period of time, Associate Store Directors will rotate DORs to facilitate well-rounded expertise in all areas of the operation.
• Serve as the stores champion within the assigned Division of Responsibility, developing & executing specific initiatives that will help drive a more efficient operation in performing to business objectives & goals.
• Participate in the management of the stores budgets, in partnership with the Store Director, to ensure operational SOPs are followed consistently in order to support customer, team, business, & compliance goals.
• Deliver on Glossiers unique retail experience philosophy, optimizing first & foremost for excellence in customer experience, & in turn driving the operational & financial results that follow.

Qualifications 

• 3+ years of experience leading teams in a fast-paced retail or hospitality environment.
• Demonstrated experience in growing highly capable, diverse teams & investing deeply in the development of managers & team members.
• Experience in promoting a people-first employee culture, fostering an engaging, welcoming, & inclusive environment.
• Demonstrated ability to employ outstanding communication practices that are ongoing, clear, & structured, promoting transparency, accountability, & understanding of performance & business expectations.
• Proven ability to motivate & inspire teams, maintaining high levels of engagement & strong employee morale.
• Demonstrated ability to show empathy & understanding while still driving action.
• Desire & willingness to roll up your sleeves & jump in when the situation requires it.
• Track record of delivering measurable financial, operational, & customer experience results.
• Ability to make difficult tradeoffs, balancing short- & long-term objectives in pursuit of business vision & goals.
• Desire & willingness to roll up your sleeves & jump in when the situation requires it.
• Passion for building exceptional, detail-oriented, customer & employee experiences.
• Passion for beauty as a conduit for connection & personal narrative; excitement for creating environments & experiences that celebrate everyones unique beauty journey. 
• Ability to work a flexible schedule, including evenings, weekends, & holidays required.
• Highly skilled in defining & executing operational efficiencies a plus. 
• Experience in a scaling/start-up environment & testing new experiential concepts in a customer-facing environment a plus.

NOTE: Glossier requires all newly-hired employees whose job responsibilities require them to work from a Glossier office or retail location or require them to travel, work in person with vendors or others or participate in creative productions to be fully vaccinated against COVID-19. Glossier is an equal opportunity employer & will provide reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state or local law.

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About Glossier 

Glossier is a beauty company that lives in NYC, is sold on the internet, & promotes a skincare first philosophy that celebrates beauty in real life.

We are an Equal Employment Opportunity (EEO) Employer. It has been & will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, & termination.