Retail Team Lead: Luxury Brand & Customer Experience

Roots; Toronto; Hybrid; CAD 40,000 - 54,000; Full time

Job summary

Roots is seeking a Team Lead to connect the leadership team with sales associates, driving the in-store experience and ensuring exceptional customer service. Reporting to the Store Manager, you will support coverage in the absence of managers and model the brand’s standards.

You will lead by example in product knowledge, coaching, and daily store operations, while scheduling varied shifts including weekends and holidays to meet business needs.

Qualifications

• 1+ years of related experience in retail apparel.
• Luxury retail experience is a plus.
• Proven ability to lead a sales team.
• Experience with POS management and daily banking procedures.
• Strong organization and problem-solving skills.
• Passion for an exceptional customer experience.
• Collaborative yet self-motivated.
• Availability for varied weekly shifts, including weekends and holidays.

Responsibilities

• Demonstrates a customer-obsessed selling culture and builds brand loyalty through product knowledge.
• Partners with store management to execute action plans that optimize results and ensure effective store operations.
• Contributes ideas to leadership to improve store productivity and operations.
• Assists with onboarding and training for new associates.
• Coaches associates on customer service and provides feedback.
• Resolves customer service matters and ensures high satisfaction.
• Oversees and delegates tasks to maximize store efficiency.
• Delivers performance feedback to management and ensures adherence to company policies.

Skills

Retail leadership

Team leadership

POS management

Banking procedures

Organization

Problem solving

Customer experience

Collaboration

Tools

POS system

Job description

Roots is seeking a Team Lead to connect the leadership team with sales associates, driving the in-store experience and ensuring exceptional customer service. Reporting to the Store Manager, you will support coverage in the absence of managers and model the brand’s standards.

You will lead by example in product knowledge, coaching, and daily store operations, while scheduling varied shifts including weekends and holidays to meet business needs.