Team Lead (Boston, MA - Newbury)

**RESPONSIBILITIES:** **Sales Leadership + Accountability** - Drive sales by leading the team to meet and exceed daily revenue and metric-based goals. - Support the execution of showroom key performance metrics, including sales targets, conversion rates, UPT, and average order value (AOV). - Assist in managing customer appointments and walk-in traffic to maximize sales opportunities. - Hold team members accountable for achieving personal and team-based KPIs. - Provide guidance and coaching to team members in the moment to enhance performance and customer interactions. - Actively contribute to building relationships with high-value clients and ensure their needs are met with the highest level of service. **Operational Excellence** - Assist with daily operational tasks, including floor management, staff scheduling, and ensuring smooth workflow. - Serve as the acting leader on the sales floor during the absence of the Showroom Manager. - Maintain a seamless customer experience by ensuring operational tasks are completed efficiently and effectively. - Solve customer issues with professionalism and a solution-oriented mindset. - Bring forward feedback and ideas to improve showroom operations and merchandise presentation. - Oversee opening and closing procedures, ensuring the showroom is prepared for daily operations and secured at the end of the day. - Perform routine checks to ensure all operational and safety standards are met during opening and closing. **Fittings and Alterations** - Conduct accurate fittings and pinning sessions to ensure garments meet customer expectations for fit and comfort. - Manage and complete customer appointments efficiently, ensuring all alterations and fittings are performed in a timely manner. - Oversee the fitting process by holding the team accountable for quality and efficiency. - Collaborate with tailors and alteration specialists to communicate customer requirements effectively. - Educate customers on the fitting process and set clear expectations for alterations and delivery timelines. - Maintain a high level of attention to detail during fittings to uphold the brand’s quality standards. **People Development** - Support the onboarding and training of new Style Guides, ensuring they understand key processes, metrics, and customer service standards. - Mentor and guide team members to ensure consistent delivery of exceptional customer experiences. - Foster a positive, collaborative team environment that aligns with company values. - Provide ongoing feedback and encouragement to team members, promoting growth and accountability. **Customer Experience** - Lead by example in delivering a seamless and unforgettable customer experience. - Ensure all customer appointments and interactions reflect the brand’s commitment to exceptional service. - Manage escalated customer concerns with tact, urgency, and a focus on delivering positive outcomes. - Uphold and model Indochino’s customer experience standards both online and offline. **Entrepreneurial/Be a Business Owner Mindset** - Identify and act on opportunities to improve showroom performance and customer satisfaction. - Contribute innovative ideas to enhance the showroom’s operations, sales strategies, and team engagement. - Act as a subject matter expert on fit, product knowledge, and customer experience. **REQUIREMENTS:** - 1+ years of retail or customer service experience, preferably in fashion or a customer-focused environment. - Proven ability to meet and exceed sales targets and KPIs. - Strong leadership and mentorship skills with a collaborative approach. - Excellent interpersonal and communication skills. - Keen understanding of menswear products, fit, and tailoring processes. - Ability to remain calm under pressure and lead a team during high-energy situations. - Self-starter with a solution-oriented mindset and the ability to adapt to changing priorities. - Strong proficiency in iOS and MS Office applications. - Ability to work a flexible sche…