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. 

Our store leaders will help drive our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, & empathy. As the Store Director, its your job to lead, inspire, & develop a best-in-class team to create inspiring & exceptional customer experiences, & set the tone for your team as they help customers discover & deepen their connection with Glossier throughout their visit & beyond. As an experienced people leader with a hospitality mindset, you foster & maintain a safe, equitable, & inclusive environment for your team, while acting as a bridge to the larger Glossier community & corporate team. Finally, as a strategic thinker with an entrepreneurial spirit, you make decisions that support the Glossier brand & business & deliver measurable key results.

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 the Store Director, you will be responsible for 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:

• Deeply understand, model, & coach Glossiers mission, vision & values: Devoted to the Customer, Inclusive, Curious, Courageous, & Discerning.
• Drive a culture anchored in our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, & empathy.
• Develop & retain a high-performing team with diversity of backgrounds & experience, collaborating with the stores HR representative & the Head of People, Retail to implement & carry out Glossiers performance management processes.
• Partner with the stores HR Representative, the Head of People, Retail & Talent Acquisition team to drive an inclusive & equitable talent acquisition strategy, engaging the participation of Associate Store Directors in building a continuous candidate pipeline.
• Develop & empower a team of exempt & non-exempt employees while providing effective & frequent coaching, feedback, recognition & encouragement.
• Create & support an inclusive & equitable work environment & uphold our Code of Conduct & commitment to a work environment that is free from discrimination, harassment, bullying, & intimidation.
• Promote, participate, & own the completion rate of all Glossier training initiatives such as: Equity: Equity, Diversity, Anti-Racism Training, Customer: Glossier Experience Training,  Product: Product Knowledge Training Sessions & Roundtables, Operations and Compliance. 
• Create a culture of clear, open, & ongoing communication, ensuring all team members are equipped with information they need to thrive & effectively share feedback, ideas, & issues.
• Support & drive the stores recognition initiatives, in partnership with the stores HR Representative , fostering a work environment of collaboration, camaraderie, & fun joy is our language!
• Spend the majority of the time on the floor, supporting the team - working at least 2-3 Manager on Duty (MOD) shifts per week.

Customer Experience Leadership:

• Model & coach Glossiers customer experience principles, ensuring consistently memorable & inspiring customer experiences. 
• Drive a culture of accountability for expected service levels, coaching to performance standards by leveraging the support of the management team.
• Identify key customer trends & requests; communicate effectively to HQ to support continuous improvement & innovation of the Glossier retail experience & product assortment.
• Monitor & analyze customer feedback, working with your store leadership team & key partners to develop & implement customer experience strategies.
• Support the testing & implementation of new customer experiences in collaboration with HQ teams to innovate on the Glossier retail experience.
• Spend the majority of your time throughout the week on the sales floor, working directly with customers & your team.
  
  
  

Business Leadership:

• Deliver on Glossiers unique retail experience philosophy, optimizing first & foremost for excellence in customer experience, & in turn driving the operational & financial results that follow.
• Serve as a deeply knowledgeable advocate for our product philosophy & portfolio, & inspiring & coaching your team to facilitate customer-led discovery journeys.
• Create effective & strategic team schedules to support the customer experience & payroll targets.
• Consistently uphold visual standards in your store, including visual merchandising & facilities maintenance.
• Analyze your business results to identify strategies to improve store operations as well as HQ operations & product assortment.
• Develop strong working relationships with vendors, landlords/property managers, & other partners in your store while upholding a culture of accountability for expected service levels.
• Effectively manage budgets for your store, & ensure operational SOPs are followed consistently in order to support customer, team, business, & compliance goals.
• Act as a key connection point to HQ - be the ultimate people, customer, & business advocate on behalf of the store team.

Qualifications

• 5+ years of experience leading multi-level teams in a fast-paced retail or hospitality environment.
• Demonstrated experience in building highly capable, diverse teams & investing deeply in the growth & development of managers & team members.
• Experience in building & 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.
• Experience in a scaling/start-up environment & testing new experiential concepts in a customer-facing environment a plus.

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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.