Job Description

Purpose for the Position:

The Store Lead supports the day-to-day operation of the Madrona store and serves as the primary on-site contact when the Regional Retail Manager is not present. This role creates and manages the store schedule with Regional Retail Manager approval, provides daily direction to Sales Associates, supports sales and customer service, and helps maintain store, merchandising, inventory, and event standards. 

This role will also coordinate the on-site execution of Madrona events, ensuring the space, staffing, supplies, and guest experience are prepared and well organized. 

Sales and Customer Service

• Provide excellent customer service and consistently represent the glassybaby brand.
• Support the team in working toward daily and monthly sales goals.
• Share product knowledge and glassybaby stories with customers.
• Support customer outreach, promotions, product launches, and community activities.
• Address routine customer questions and escalate larger concerns to the Regional Retail Manager.

Team Support

• Provide daily direction and support to Sales Associates.
• Lead by example in customer service, teamwork, and store standards.
• Help train employees on product knowledge, POS/Shopify, and daily store procedures.
• Communicate attendance, conduct, or performance concerns to the Regional Retail Manager.
• Help communicate company priorities and information to the store team.

Scheduling and Staffing

• Create and maintain the store schedule based on business needs, employee availability, events, and approved labor guidelines.
• Submit schedules and significant schedule changes to the Regional Retail Manager for approval.
• Coordinate daily coverage, shift changes, and call-out needs.
• Communicate staffing gaps, overtime risks, availability concerns, and time-off requests to the Regional Retail Manager.
• Ensure appropriate coverage for product launches, events, inventory counts, and other business needs.

Store Operations

• Support opening, closing, and daily store procedures.
• Help maintain store cleanliness, organization, supplies, and merchandising.
• Support receiving, replenishment, transfers, and inventory counts.
• Ensure daily procedures, cash-handling practices, and safety standards are followed.
• Communicate inventory, maintenance, and operational concerns to the Regional Retail Manager.

Events

• Coordinate the on-site setup and execution of approved Madrona events.
• Work with the Regional Retail Manager and internal partners to confirm event timing, staffing, and operational needs.
• Schedule event staff and submit staffing plans for approval.
• Ensure event spaces, guest areas, and facilities are clean, organized, and ready.
• Coordinate necessary event supplies and equipment, including tables, chairs, sales terminals, and waivers.
• Support guest arrival, flow, customer service, and sales during events.
• Help pack and ship customer-made glass when applicable.
• Communicate event issues, emergencies, or additional support needs promptly.
• Support event cleanup and return the space to normal store operations. 

Communication

• Share relevant sales, customer, staffing, event, and store updates with the Regional Retail Manager.
• Communicate store needs and business opportunities in a timely manner.
• Escalate issues that require additional approval, support, or follow-up. 

Knowledge, Skill, and Abilities

• Strong customer service and communication skills.
• Ability to provide direction and support to others.
• Professional, dependable, and courteous.
• Organized and able to manage schedules, events, and daily priorities.
• Proactive and comfortable asking for support when needed.
• Ability to work effectively with store employees and internal partners. 

Education, Experience, Certifications, Licenses

• High school diploma or GED.
• Retail or customer service experience required.
• Previous lead or supervisory experience preferred.
• Experience coordinating events preferred.
• Experience with scheduling, POS systems, merchandising, and inventory preferred.
• Flexible availability, including evenings, weekends, holidays, inventory counts, and events. 

Physical Demands

• Ability to regularly lift up to 35 pounds and occasionally lift up to 50 pounds.
• Frequent standing and walking.
• Frequent bending, reaching, and use of hands to handle merchandise and event equipment.
• Ability to work in conditions affected by weather and climate.
• Ability to communicate clearly with customers, employees, and event guests.
• Vision abilities include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• Ability to work in an environment where the noise level is usually moderate.

Benefits

Medical/Vision, Dental, STD and Paid Life Insurance with AD&D

401K with Match

HSA/FSA Options

Voluntary Life Insurance/AD&D, Supplemental Insurance

PTO/Paid Holiday and Paid Floating Holiday

AccessPerks

Compensation details: 26-26 Hourly Wage

PI6d142d8f3958-30492-41268771

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