Key Lead, London

As a Key Lead, you support the overall efforts of the store’s leadership team in creating inspiring and exceptional experiences, fostering and maintaining a safe, equitable, and inclusive environment for both store teams and customers. Acting as a constant presence on the floor, you create an environment in which employees can develop their full potential, fulfilling core talent competencies and embodying company values.

Responsibilities

• Team Leadership
• Support an employee culture driven by the people‑first experience philosophy.
• Deeply understand, embody, and model the company’s mission, vision, and values.
• Support an inclusive and equitable work environment and uphold the Code of Conduct.
• Liaise with the leadership team to maintain clear, open, ongoing communication for feedback and operational observations.
• Participate in recognition initiatives, supporting collaboration, camaraderie, and fun.
• Serve as a knowledgeable resource of product philosophy and portfolio and operational standards.
• Manage daily coverage needs (meal breaks, rest periods) and complete daily dashboards.
• Lead team communication through shift meetings (huddles), sharing relevant information.
• Customer Experience Leadership
• Model and coach customer experience principles, ensuring consistently memorable interactions.
• Spend 100% of your time on the sales floor and/or back‑office areas as assigned, working directly with customers and the store team.
• Actively participate in the Host of the Party program.
• Provide leadership support when customer matters arise.
• Assist with ad‑hoc customer accommodations such as returns, exchanges, and guest recovery.
• Recognise and reinforce excellent customer service, creating a best‑practice resource library for training.
• Ensure all operational standards are upheld (visual merchandising, cleanliness, safety processes).
• Business Leadership
• Understand business KPIs and communicate them to the team in an engaging manner.
• Perform opening and closing duties, setting the store up for success.
• Coordinate ad‑hoc vendor requests and liaise with leadership as needed.
• Deliver on the unique retail experience philosophy, optimising for customer experience and financial impact.
• Support community connection efforts and develop local partnerships for events.

Qualifications

• 2+ years of supervisory experience in a fast‑paced retail, customer service, or hospitality environment.
• Experience promoting a people‑first employee culture.
• Demonstrated outstanding communication practices.
• Proven ability to motivate and inspire teams, maintaining high engagement and morale.
• Willingness to roll up sleeves and jump in when needed.
• Passion for building exceptional, detail‑oriented customer and employee experiences.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Proficiency in customer service and operational efficiencies is a plus.

Compensation

The estimated hourly pay range for this role is £15.25 - £16.25. Future opportunities for pay progression based on strong performance may arise. Full‑time positions are also eligible for a competitive compensation and benefits package. Part‑time positions are also eligible for a competitive compensation and benefits package.

Equal Employment Opportunity

We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy to not discriminate on the basis of race, colour, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.