Assistant Store Director, Customer Experience

Brobston Group; Atlanta (GA); On-site; USD 90,000 - 140,000; Full time

Job summary

Brobston Group is seeking an Assistant Store Director, Customer Experience to lead service, clienteling, and workforce planning for an exceptional in-store experience. In partnership with the Store Director, this role uses business data to guide decisions and oversees store operations in the director's absence.

The position requires leadership in a customer-focused retail environment and the ability to coach teams, analyze KPIs, and manage uneven workloads, including evenings, weekends, and

Qualifications

• Leadership experience in a customer-focused retail environment.
• Strong service coaching and issue resolution skills.
• Ability to analyze business data and KPIs to drive performance.
• Experience creating schedules and aligning staffing with business needs.
• Ability to manage competing priorities and work evenings, weekends, and public holidays.

Responsibilities

• Model and coach relationship-based service behaviors and personalized client engagement.
• Resolve escalated customer issues and coach teams on service recovery.
• Use KPIs and business data to set priorities, inform strategies, and improve performance.
• Create strategic schedules and align staffing with business needs and traffic patterns.
• Build accountability, develop team members, and lead store operations when the Store Director is absent.

Skills

Leadership

Coaching

Data-driven decisions

Scheduling

Prioritization

Job description

Summary

The Assistant Store Director, Customer Experience leads service, clienteling, and workforce planning to support an exceptional in-store experience. In partnership with the Store Director, this role uses business data to guide decisions and leads store operations in the Store Director's absence.

Responsibilities

• Model and coach relationship-based service behaviors and personalized client engagement.
• Resolve escalated customer issues and coach teams on service recovery.
• Use KPIs and business data to set priorities, inform strategies, and improve performance.
• Create strategic schedules and align staffing with business needs and traffic patterns.
• Build accountability, develop team members, and lead store operations when the Store Director is absent.

Requirements

• Leadership experience in a customer-focused retail environment.
• Strong service coaching, customer issue resolution, and team development skills.
• Ability to analyze business data and KPIs to drive performance.
• Experience creating schedules and aligning staffing with business needs.
• Ability to manage competing priorities and work evenings, weekends, and public holidays.