Customer Experience Leader

Customer Experience Lead

Position

Butterfly Beach is a fast-growing fashion business whose ambition is to become one of the most iconic retail brands worldwide. To make this vision a reality we are looking for enthusiastic, sanguine, agile and passionate personalities who are eager to evolve in a demanding environment.

Your Work Environment

Customer Experience Lead role is an essential part of the store leadership team, ensuring our team members and guests (i.e., customers) receive a quality experience in our stores every day. Guest Experience Leads are responsible for leading from the floor to build, manage, and develop team members. Guest Experience Leads create an environment and a team culture where people feel a deep sense of belonging and have the opportunity to grow. As a result, they ensure their team delivers outstanding guest experience in line with company values and directives.

Your Impact

Leadership and People Management

• Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members.

• Engage team members by helping them understand how their work supports the success of the store and of Butterfly Beach overall.

• Implement the Store Leaders People vision for the store and cascade to team members.

• Support Store Leader in hiring and building a strong and diverse team that includes team members with various experiences, backgrounds, and skill sets to drive key results and performance.

• Support ongoing learning and development of team members consistently and equitably by providing direct feedback, coaching, mentoring, and continuous development check-ins.

• Lead performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgement and rewards, managing performance documentation, and addressing performance concerns.

• Address employee concerns or issues, including knowing when to partner with internal support to take appropriate action.

Guest Experience and Community

• Lead an exceptional guest (customer) experience on the floor through assessing the level of guest connection and product education and supporting team members to address gaps through feedback and coaching.

• Provide retail floor leadership to team members, including making in-the-moment decisions to maintain efficiency and effectiveness of retail floor coverage and operations.

• Resolve guest feedback and address emergent issues, including guest escalations and urgent requests, helping to "make it right" for guests.

Operations, Product, and Strategy

• Partner with other leaders to review business data and metrics (e.g., profit and loss [P&L] statement) to inform planning processes (e.g., quarterly business review, sales planning, and hiring strategy).

• Maintain strategic product presentation/visual merchandising by ensuring product recovery, restock (e.g., pant wall, size store), destock, or minor visual merchandising changes are accomplished.

• Open and close the store in accordance with the opening and closing procedures.

• Understand and adhere to people safety policies and procedures to maintain a safe work environment.

• Perform work in accordance with applicable policies, procedures, and laws or regulations.

Budget Responsibility

• Accountable for delegated aspects of controllable budget and labor hours

People Management

• Leadership role directly responsible for subset of store employees as delegated by Store Leader

Keys for Success

• Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences

• Integrity: Behaves in an honest, fair, and ethical manner

• Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work

• Guest Experience: Actively creates an inclusive, high-caliber experience and connection for every guest through team members

• Team Building: Creates and develops teams that maximize accomplishments; encourages unique contributions and different perspectives

• Decision Making/Problem Solving: Uses logic and reasoning to evaluate alternatives and make effective, timely decisions

• Strategic Thinking: Sets strategies that are aligned to vision and values of the company to achieve goals/vision/further the mission; considers the 'big picture' implications of decisions

• Change Leadership: Leads others through change processes and uncertainty

• Interactive Communication: Conveys information effectively and understands information shared while interacting with others

Qualifications

Eligibility

• Must be legally authorized to work in the country in which the store is located

• Must have the ability to travel to assigned store with reliable transportation methods

Schedule/Availability

• Work occurs on a variable schedule which could include early mornings, mornings, afternoons, evenings, late nights or overnights as well as weekends and holidays

Experience

• 1 year people management experience

• 1 year leadership experience, including experience managing business operations and administration and managing projects or processes

Job Assets (i.e., nice to have; not required)

• Education: High school diploma, GED, or equivalent

• Education: Bachelor’s degree or equivalent

• Experience: 1 year retail or sales specific management experience

• Experience: 1 year recruiting, hiring, or training employees

Work Context (e.g., environment, interactions, physical)

• Work occurs in an environment with bright lights and loud music

• Work occurs in an environment with a custom fragrance distributed throughout the space

• Work is accomplished as part of a team and also independently

• Work may involve managing conflict or mediating problems between others or de escalating guest issues

• Work involves reaching out to meet and build relationships with strangers/new people, and to strengthen existing community partnerships

• Work is sometimes conducted on a computer or other technical devices, including to meet with others virtually

• Work involves moving through a store for most of a shift to help guests and accomplish work, but can also involve sitting for extended periods of time (i.e., more than 1 hour)

• Work may occasionally involve moving boxes weighing up to 30 lbs (13.6 kg)

Compensation & Benefits Package

Our guest experience Lead base pay ranges from $22 - $28/hour with a target bonus, with a target bonus of an additional $3 per hour, bringing our total target compensation range between $25.00 - $31/hour depending on location and level of experience. Our pay-for-performance bonus philosophy supports our employees by recognizing exceptional individual and team performance.

At Butterfly Beach, our care and investment in our employees does not stop at compensation. Investing in our people is a top priority. We believe that when life works, work works. With an FSA spending account, 401K, paid time off, parenthood program, generous employee discounts and more, our benefits support our values and recognize our teams for their performance and dedication. Additionally, our personal and professional development programs include people networks, mentorships, and leadership series programming to help employees grow their career.

Note: Availability of the benefits and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these benefits and perks in whole or in part at any time without advance notice.

Languages: Fluent in English

Team Structure: Reporting to Store Leader, Area Sales Leader, Territory Sales Leader, COO.

OUR ENGAGEMENT

BUTTERFLY BEACH is an equal opportunity employer. We want to offer an inclusive environment of mutual respect where we welcome diversity and all our employees feel included, developed, and heard.

We are committed to the prevention of all discrimination, providing equal opportunities to all applicants irrespective of gender, gender expression, disability, origin, background, religious beliefs or sexual orientation or any other basis protected by law.

BUTTERFLY BEACH recruits and recognizes all types of talent and singularities.

In keeping with our mission, please connect with us at info@butterflybeachclothing..com if you have questions about how your unique abilities may translate to the requirements for this role, with or without a reasonable accommodation. In your email, please include the position title, the location of the position and the nature of your question or request.

We believe in self–empowerment, positive inner–development and living a life of possibility.