Retail Lead (Sur La Table)

With over 58 stores and the largest avocational cooking program in the US, Sur La Table offers an unsurpassed selection of exclusive and premium-quality goods for the kitchen and table – and the culinary expertise and inspiration to go along with it. Whether the job entails interacting with our customers, driving digital growth, or providing vital behind-the-scenes support, we’re all here for the same reason – to roll up our sleeves and create happiness through cooking and sharing good food. Position Overview As a Retail Lead at Sur La Table, you play a key role in the success of the retail store by inspiring customers throughout every stage of their culinary experience. In this leadership role, the Retail Lead supports the General Manager (GM) or Store Manager (SM) in achieving sales and operational goals. As a key driver of in-store performance, Retail Lead serves as the Manager on Duty (MOD), ensuring smooth daily operations and always delivering a #bestincenter customer experience, a company-wide standard for excellence in service. Key Responsibilities Leadership & Team Development · Lead the sales floor and oversee daily store operations as Manager on Duty (MOD). · Provides in-the-moment coaching and feedback to elevate performance and team engagement. Communicate performance issues directly to the General Manager/Store Manager. · Support onboarding, training, and development of new associates. Customer Experience & Brand Representation · Represent Sur La Table’s brand and culture by creating memorable, educational experiences that inspire repeat visits and customer loyalty. · Maintains expertise by staying current on products, actively engaging in available training, and independently seeking out additional resources. · Ensure exceptional customer experience by leading a customer-focused, Guest Obsessed culture. · Address customer concerns and resolve issues in a timely manner to maintain satisfaction and loyalty. Sales & Business Performance · Support the achievement of store sales goals through effective customer engagement and team motivation. · Maximize selling opportunities by identifying customer needs and offering relevant solutions. · Consistently meet or exceed monthly sales goals, contributing to overall store revenue. Performance is measured by key KPIs such as individual sales volume, average transaction value, and customer conversion rates. Operations & Compliance · Direct employees to ensure appropriate merchandise stock levels and that the selling floor is adequately stocked and merchandised in accordance with visual standards. · Complete inventory transactions including, but not limited to, receiving, MOS (Mark Out of Stock), and RARs (Return Authorization Requests). · Adhere to applicable wage and hour laws. Accurately records time worked according to SLT Policy. · Models and ensures all Sur La Table policies and standard operating procedures (SOPs) are communicated effectively to associates, maintained and consistently followed. Physical Requirements · Ability to communicate verbally and work cooperatively with associates and customers. · Ability to remain standing for up to 4 hours at a time. · Ability to move about the store coaching and directing associates; selling to customers and retrieving merchandise from stockroom or sales floor. · Ability to grab, reach, push, pull, bend, stoop, kneel, and crouch to retrieve and replenish merchandise from stockroom or sales floor. · Ability to lift and/or move merchandise weighing up to 50 lbs. · Ability to ascend/descend ladders to retrieve and/or move merchandise. · Ability to operate a computer, POS system, keyboards, merchandise scanners and mouse to accomplish work. · Workweeks are expected to be between 20 and 25 hours with the ability to have a flexible schedule, including nights, weekends, and holidays. · Regular and predictable attendance. Qualifications & Experience · Must be 21 years of age or older at the time of employment. · 1 year of retail mana