Team Lead, Retail

Compensation range: $17.00 to $22.00 an hour

The Team Lead is an entry-level leadership role responsible for supporting the showroom’s day‑to‑day operations while driving results and delivering exceptional customer experiences. As a key member of the showroom leadership team, the Team Lead ensures operational excellence and helps to foster a culture of collaboration, accountability, and success.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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 schedule, including evenings and weekends, based on showroom needs.

• Growth Opportunities:
  Gain valuable leadership experience in an entry‑level management role with opportunities to advance within the company.
• Collaborative Environment:
  Work alongside talented and passionate team members who support each other to succeed.
• Impactful Work:
  Contribute to a growing retail department and help shape the future of Indochino.
• Customer Focused:
  Join a company that values exceptional service and empowers its team to deliver unforgettable experiences.