Lead Supervisor I

Selling and Service

• Understands organizational objectives and makes decisions that align with the Company priorities and values
• Creates personal sales and clienteling strategies in partnership with the management team
• Meets customer needs through solution-oriented and forward thinking
• Builds credibility and trust as a personal fashion advisor by communicating fashion awareness and trends in the marketplace
• Understands changes in local market with potential impact on business performance and supports the execution of local sales strategies and tactics
• Creates positive impressions with customer by bringing best self to work through elevated, sophisticated, appropriate business attire consistent with Coach’s guide to style
• Demonstrates Coach’s Selling and Service expectations at all times
• Influences customers’ purchase decisions by balancing patience and assertiveness
• Takes ownership and commitment for delivering results; actively aware of personal and store metrics and achieves goals
• Flexes personal selling techniques to contribute to overall store financial results
• Demonstrates persuasive (not aggressive), confident, friendly and genuine service skills and selling behaviors
• Discusses product features and builds the sale by suggesting appropriate add on items to fit the customers’ specific needs
• Works with multiple customers simultaneously and breaks away as appropriate
• Follows up with customers consistently and genuinely to influence/close the sale
• Develops product knowledge skills and remains aware of current collections
• Demonstrates knowledge of competition and can apply that knowledge to building sales and customer relationships
• Drives business through sales strategies, clienteling, sourcing new customers and maintaining on-going productive relationships with customers
• Sensitive to customers’ needs and tailors approach by reading cues
• Builds lasting and loyal relationships with customers
• Ensures all daily tasks are completed without negatively impacting service or Coach standards

Workplace and Environment

• Creates enthusiasm and positivity for a shared vision and mission
• Fosters and environment of teamwork, trust and collaboration with peers, customers and supervisors
• Demonstrates confidence when working with customers
• Takes initiative; has a high-level of ownership and accountability for individual results
• Welcomes feedback and adapts behaviors as appropriate
• Represents Coach as a brand ambassador at all times
• Is adaptable and flexible to change
• Maintains a calm and professional demeanor at all times
• Creates short and long-term strategies to achieve personal metrics and performance goals
• Utilizes Company tools to keep self-informed
• Handles and offers solutions to customer issues appropriately and involves a manager when necessary
• Promotes and endorses a team selling environment

Operations

• Completes daily operational tasks including maintaining store (sales floor and backroom), cash wrap and visual merchandising to Coach standards consistently and in a timely manner
• Adheres to all retail policies and procedures including POS, Operations and Loss Prevention procedures
• Leverages Coach’s tools and technology to support relationship building and clienteling efforts; including to drive sales and achieve individual goals
• Replenishes inventory on sales floor as needed
• Processes shipments as needed

Additional Requirements
Experience: 1- 3 year of previous selling experience in a luxury retail service environment preferred. Possesses current knowledge of fashion trends and competition in the marketplace.

Education: High school diploma or equivalent; college degree preferred.

Technical: Knowledge of cash registers systems, basic computer skills (including the ability to use iPad/laptop, Mobile POS and Internet)

Physical: Ability to communicate effectively with customers and team. Mobility to maneuver the sales floor and stock room to provide and support customer service. Reach above/bend to obtain product for customers from store fixtures/shelves at various heights and climb ladders/stairs/step-stools to perform visual merchandising and housekeeping duties. Ability to frequently lift and carry up to five pounds and at times lift and carry product/cartons up to fifty pounds to process product shipment/transfers.

Schedule: Ability to work a flexible schedule to meet the needs of the business, including nights, weekends, busy seasons, and high retail traffic and sales days(including but not limited to: the day after Thanksgiving, Memorial Day, Christmas Eve, Mother’s Day, etc.).

Note: This document serves only as a sample of the job duties and responsibilities and does not include an exhaustive list of all performance requirements.