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- Tasks: Lead a vibrant team to create exceptional customer experiences in our flagship store.
- Company: Join Glossier, a digital-first beauty brand focused on community and personal beauty confidence.
- Benefits: Enjoy a people-first culture, flexible hours, and opportunities for growth in a dynamic environment.
- Why this job: Be part of a mission-driven company that values inclusivity, creativity, and employee development.
- Qualifications: 2+ years in retail or hospitality, with a passion for customer service and team leadership.
- Other info: This role is perfect for those who thrive in fast-paced, engaging environments.
The predicted salary is between 36000 - 60000 £ per year.
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Overview
Glossier is a digital-first beauty company on a mission to inspire everyone to find joy and confidence in their personal beauty style. We create physical, digital, and offline experiences inspired by our community that foster connection, inspire a sense of belonging, and invite people to participate in Glossier. We are inclusive, customer-devoted, curious, courageous, discerning, and results-driven.
London, UK
Overview
Glossier is a digital-first beauty company on a mission to inspire everyone to find joy and confidence in their personal beauty style. We create physical, digital, and offline experiences inspired by our community that foster connection, inspire a sense of belonging, and invite people to participate in Glossier. We are inclusive, customer-devoted, curious, courageous, discerning, and results-driven.
Our store leaders will help drive our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy. As a Key Lead, it\’s your responsibility to support the overall efforts of the store\’s leadership team in creating inspiring and exceptional experiences, and fostering and maintaining a safe, equitable, and inclusive environment for both store teams and customers. Finally, acting as a constant presence on the floor, you will help create an environment in which employees can develop their full potential, fulfilling all core talent competencies and embodying our company values.
Not new to the Glossier team? We welcome your application! Many of our Corporate Retail team members have joined within the last year and we would love to hear from you to get to know you (or get reacquainted). Please submit your candidacy for consideration!
As an extension of the store\’s leadership team, you will be fully immersed in the store\’s FOH and BOH operations. Performance expectations include but are not limited to the following:Team Leadership
Support an employee culture that is driven by our people-first employee experience philosophy.
Deeply understand, embody, and model Glossier\’s mission, vision and values: Devoted to the Customer, Inclusive, Curious, Courageous, and Discerning.
Support an inclusive and equitable work environment and uphold our Code of Conduct and commitment to a work environment that is free from discrimination, harassment, bullying, and intimidation.
Liaise with the store\’s leadership team to maintain clear, open, and ongoing communication as it relates to positive and/or developmental feedback on the store team or any other operational observations.
Participate in the store\’s recognition initiatives, in partnership with the store\’s leadership team, supporting a work environment of collaboration, camaraderie, and fun- joy is our language!
Serve as a deeply knowledgeable resource of our product philosophy and portfolio as well as our operational standards of excellence to the store team.
Manage coverage needs on a daily basis (meal breaks, rest periods) as well as completing the Editor Zone Charts.
Lead team communication through shift meetings (morning or afternoon \”huddles\”), sharing relevant information as needed (business goals, HQ updates, store news, etc.).
Customer Experience Leadership
Model and coach Glossier\’s customer experience principles, ensuring consistently memorable and inspiring customer and employee experiences.
Spend 100% of your time on the sales floor and/or BOH areas as assigned, working directly with customers and the store team.
Active participation in the Host of the Party (HOP – Manager on Duty/MOD) program.
Serve as an added resource to the store team when customer matters arise requiring leadership support.
Assist the store team with any ad hoc customer accommodations (e.g., returns/exchanges, guest recovery accommodations, etc.).
Recognize and reinforce excellent customer service interactions and facilitate a \”best practice\” resource library to be incorporated into training.
Ensure all operational standards are upheld (e.g., visual merchandising, store cleanliness, safety processes, etc.).
Business Leadership
Deeply knowledgeable of business KPIs and responsible for reinforcing communication to the team in a fun and engaging manner.
Responsible for opening and closing duties at the beginning and/or end of the business day, setting the store up for success.
Serve as an extension of the leadership team when managing ad hoc vendor requests, liaising with leadership as needed.
Deliver on Glossier\’s unique retail experience philosophy, optimizing first and foremost for excellence in customer experience, while demonstrating an understanding of ultimate financial impact.
Support the efforts of building connections within the community, in partnership with the Associate Store Director(s), to strengthen opportunities to network and create new local partnerships for potential events, etc.
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, fostering an engaging, welcoming, and inclusive environment.
Demonstrated ability to employ outstanding communication practices that are ongoing, clear, and structured.
Proven ability to motivate and inspire teams, maintaining high levels of engagement and strong employee morale.
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 required.
Skilled in executing customer service and operational efficiencies a plus.
Click here to view the candidate privacy policy under FAQ\’s
About Glossier
Founded in 2014, Glossier is a digital-first, growth-stage beauty company on a mission to inspire everyone to find joy and confidence in their personal beauty style. We build products and experiences inspired by our community, and are reimagining the beauty shopping experience with a people-first approach to discovery, both online and offline.
We are an Equal Employment Opportunity (\”EEO\”) Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, 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.
2025-07-29T08:13:20-04:00
7116105
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
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Job function
Management
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Industries
Strategic Management Services
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Key Lead, London Flagship employer: MaxWegener Design
Contact Detail:
MaxWegener Design Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Key Lead, London Flagship
✨Tip Number 1
Familiarise yourself with Glossier's mission and values. Understanding their commitment to inclusivity and customer devotion will help you align your responses during interviews, showcasing how you embody these principles.
✨Tip Number 2
Network within the beauty and retail industry, especially with those who have experience at Glossier or similar companies. Engaging with current employees can provide insights into the company culture and expectations, giving you an edge.
✨Tip Number 3
Prepare to discuss specific examples of how you've fostered a people-first culture in previous roles. Highlighting your leadership style and how it aligns with Glossier's philosophy will demonstrate your fit for the Key Lead position.
✨Tip Number 4
Stay updated on current trends in the beauty industry and Glossier's product offerings. Being knowledgeable about their products and how they resonate with customers will show your passion and readiness to contribute to the team.
We think you need these skills to ace Key Lead, London Flagship
Some tips for your application 🫡
Understand the Company Culture: Before applying, take some time to understand Glossier's mission and values. Highlight how your personal values align with their people-first philosophy and commitment to inclusivity in your application.
Tailor Your CV: Make sure your CV reflects relevant experience in retail or customer service, especially any supervisory roles. Use specific examples that demonstrate your ability to foster an engaging and inclusive environment.
Craft a Compelling Cover Letter: In your cover letter, express your passion for beauty and customer service. Share anecdotes that showcase your leadership skills and how you've previously contributed to a positive team culture.
Showcase Your Communication Skills: Since the role requires outstanding communication practices, ensure your application is clear and well-structured. Use concise language and avoid jargon to make your points easily understandable.
How to prepare for a job interview at MaxWegener Design
✨Understand Glossier's Values
Before the interview, make sure you deeply understand Glossier's mission and values. They are looking for someone who embodies inclusivity, curiosity, and a customer-first approach. Be prepared to discuss how your personal values align with theirs.
✨Showcase Your Leadership Skills
As a Key Lead, you'll need to demonstrate your ability to inspire and motivate a team. Prepare examples from your past experiences where you've successfully led a team or improved employee morale in a retail or customer service environment.
✨Prepare for Customer Experience Scenarios
Glossier places a strong emphasis on customer experience. Think of specific instances where you've gone above and beyond for a customer. Be ready to share these stories and explain how they reflect your commitment to exceptional service.
✨Engage with the Interviewers
During the interview, engage actively with your interviewers. Ask insightful questions about the store's culture, team dynamics, and community involvement. This shows your genuine interest in the role and helps you assess if it's the right fit for you.