Overview
Glossier is a digital-first beauty company on a mission to inspire everyone to find joy and confidence in their personal beauty style. We create physical, digital, and offline experiences inspired by our community that foster connection, inspire a sense of belonging, and invite people to participate in Glossier. We are inclusive, customer-devoted, curious, courageous, and discerning.Our store leaders will help drive our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy.
As the Store Director, it’s your job to lead, inspire, and develop a best-in-class team to create inspiring and exceptional customer experiences, and set the tone for your team as they help customers discover and deepen their connection with Glossier throughout their visit and beyond. As an experienced people leader with a hospitality mindset, you foster and maintain a safe, equitable, and inclusive environment for your team, while acting as a bridge to the larger Glossier community and corporate team. Finally, as a strategic thinker with an entrepreneurial spirit, you make decisions that support the Glossier brand and business and deliver measurable key results.As the Store Director, you will be responsible for the development of the store’s talent culture, with direct impact to the employee and customer experience.
Performance expectations include but are not limited to the following:
Team Leadership:
- Deeply understand, model, and coach Glossier’s mission, vision and values: Devoted to the Customer, Inclusive, Curious, Courageous, and Discerning.
- Drive a culture anchored in our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy.
- Develop and retain a high-performing team with diversity of backgrounds and experience, collaborating with the store’s HR representative and the Head of People, Retail to implement and carry out Glossier’s performance management processes.
- Partner with the store’s HR Representative, the Head of People, Retail and Talent Acquisition team to drive an inclusive and equitable talent acquisition strategy, engaging the participation of Associate Store Directors in building a continuous candidate pipeline.
- Develop and empower a team of exempt and non-exempt employees while providing effective and frequent coaching, feedback, recognition and encouragement.
- Create and support an inclusive and equitable work environment and uphold our Code of Conduct and commitment to a work environment that is free from discrimination, harassment, bullying, and intimidation.
- Promote, participate, and 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 and Roundtables, Operations and Compliance.
- Create a culture of clear, open, and ongoing communication, ensuring all team members are equipped with information they need to thrive and effectively share feedback, ideas, and issues.
- Support and drive the store’s recognition initiatives, in partnership with the store’s HR Representative , fostering a work environment of collaboration, camaraderie, and 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 and coach Glossier’s customer experience principles, ensuring consistently memorable and 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 and requests; communicate effectively to HQ to support continuous improvement and innovation of the Glossier retail experience and product assortment.
- Monitor and analyze customer feedback, working with your store leadership team and key partners to develop and implement customer experience strategies.
- Support the testing and 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 and your team.
Business Leadership:
- Deliver on Glossier’s unique retail experience philosophy, optimizing first and foremost for excellence in customer experience, and in turn driving the operational and financial results that follow.
- Serve as a deeply knowledgeable advocate for our product philosophy and portfolio, and inspiring and coaching your team to facilitate customer-led discovery journeys.
- Create effective and strategic team schedules to support the customer experience and payroll targets.
- Consistently uphold visual standards in your store, including visual merchandising and facilities maintenance.
- Analyze your business results to identify strategies to improve store operations as well as HQ operations and product assortment.
- Develop strong working relationships with vendors, landlords/property managers, and other partners in your store while upholding a culture of accountability for expected service levels.
- Effectively manage budgets for your store, and ensure operational SOPs are followed consistently in order to support customer, team, business, and compliance goals.
- Act as a key connection point to HQ - be the ultimate people, customer, and 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 and investing deeply in the growth and development of managers and team members.
- Experience in building and promoting a people-first employee culture, fostering an engaging, welcoming, and inclusive environment.
- Demonstrated ability to employ outstanding communication practices that are ongoing, clear, and structured, promoting transparency, accountability, and understanding of performance and business expectations.
- Proven ability to motivate and inspire teams, maintaining high levels of engagement and strong employee morale.
- Demonstrated ability to show empathy and understanding while still driving action.
- Desire and willingness to roll up your sleeves and jump in when the situation requires it.
- Track record of delivering measurable financial, operational, and customer experience results.
- Ability to make difficult tradeoffs, balancing short- and long-term objectives in pursuit of business vision and goals.
- Desire and willingness to roll up your sleeves and jump in when the situation requires it.
- Passion for building exceptional, detail-oriented, customer and employee experiences.
- Passion for beauty as a conduit for connection and personal narrative; excitement for creating environments and experiences that celebrate everyone’s unique beauty journey.
- Ability to work a flexible schedule, including evenings, weekends, and holidays required.
- Experience in a scaling/start-up environment and 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, and promotes a skincare first philosophy that celebrates beauty in real life.We are an Equal Employment Opportunity (“EEO”) Employer. It has been and 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, and termination.
