Key Lead, London

The role

The Key Lead supports the store leadership team in creating exceptional experiences and maintaining a safe, inclusive environment. You will be a constant presence on the floor to help employees develop their potential and manage FOH and BOH operations.

What you will do

• Support an employee culture driven by a people-first philosophy
• Model and coach customer experience principles
• Spend 100% of time on the sales floor and/or BOH areas
• Participate in the Host of the Party program
• Manage daily coverage needs such as meal breaks and rest periods
• Lead team communication through shift meetings
• Perform opening and closing duties
• Reinforce business KPI communication to the team
• Support building community connections and local partnerships
• Ensure operational standards like visual merchandising and cleanliness are upheld

Required qualifications

• 2+ years of supervisory experience in a fast-paced retail, customer service, or hospitality environment
• Experience in promoting and supporting a people-first employee culture
• Demonstrated ability to employ outstanding communication practices
• Proven ability to motivate and inspire teams
• 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
• Ability to work a flexible schedule, including evenings, weekends, and holidays

Nice to have

• Skilled in executing customer service and operational efficiencies

Benefits

• Competitive compensation and benefits package for full-time positions
• Competitive compensation and benefits for part-time positions

About the company

Glossier is a people-powered beauty ecosystem built on emotional connection, empathy, and consistency. The brand is driven by a mission to become the Most Loved Lifestyle Brand in the World.