Assistant Store Leader, Customer Experience & Outreach

Crate and Barrel; Annapolis (MD); On-site; USD 70,000 - 100,000; Full time

Job summary

Crate and Barrel is seeking an Assistant Store Leader – Customer Experience & Outreach to drive sales and elevate the in-store experience through hands-on leadership and proactive outreach. You will coach associates, implement engagement programs, and oversee Design Services, Trade, Registry, and in-store events to attract customers and build lasting relationships.

In this role, you will manage scheduling, expenses, and safety awareness while analyzing KPIs to optimize performance and ensure

Qualifications

• 2+ years customer service or retail leadership experience.
• Proficiency with Microsoft Office and store tech.
• Open availability to work flexible hours including weekdays, evenings and weekends.

Responsibilities

• Lead sales and service programs to boost traffic and loyalty.
• Coach and develop store associates for performance and growth.
• Oversee scheduling, expenses, and safety compliance.
• Analyze KPIs and customer feedback to improve store results.
• Plan and execute in-store events and outreach initiatives.

Skills

Customer service

Retail leadership

Communication skills

Coaching

Tools

Microsoft Office

Job description

Strategic and service-driven, the Assistant Store Leader – Customer Experience & Outreach drives sales and engagement through hands-on leadership and a passion for delivering results. In this role, you lead sales and service programs, train and coach associates, and implement engagement initiatives that boost customer acquisition, retention, and loyalty. You oversee the performance of key programs such as Design Services, Trade, Registry, and in-store events—driving traffic, conversion, and long-term relationships. By analyzing KPIs, managing customer feedback, and maintaining brand standards, you ensure operational excellence and a consistent, elevated store experience. You also manage scheduling, expenses, and safety awareness while driving kitchen and Registry business through proactive outreach and events that bring the brand to life.

A day in the life as an Assistant Store Leader...

• In collaboration with the Store Leader, manage and delegate workload and ensure execution of plans and strategies across the store and in assigned area.
• Partner with the Store Leader to establish and communicate all critical metrics and expectations within the store, including but not limited to sales, visual, operations, safety, loss prevention, human resources, payroll/scheduling and training.
• Coach, teach, train, recognize and manage all aspects of performance and development for all store associates to encourage professional growth and build a bench of talent.
• Focus on promoting and driving sales as they pertain to, or are driven by, position and acting as the Leader on Duty (LOD).
• Collaborate with Store Leader and other functional Assistant Store Leaders during new season planning and execution
• Analyze results through reporting, translating numbers into actionable behaviors and goals in order to improve KPI results.
• Ensure all customers are provided gracious, quick and efficient service. Set expectations and model excellent service by exhibiting a positive attitude and enthusiasm toward the job and the company to both internal and external customers in all forms of communication.
• Communicate regularly with the management team concerning all aspects of sales, customer feedback/traffic and associate training/performance. Participate in weekly store walk-throughs with the management team and follow-up as required.
• Stay up to date on all store initiatives and communications that are received, sharing with associates when appropriate.

What you'll bring to the table..

• Your sense of personal style with a discerning eye and passion for design and home furnishings
• Strong communication, interpersonal, and problem solving skills
• Strong delegation skills in support of execution and driving results
• Proven ability to build a culture focused on success and teamwork

We’d love to hear from you if you have…

• 2+ years customer service or retail leadership experience
• Experience with Microsoft Office, Google applications, computer systems and tablet devices
• Full-Time roles: Open availability to work flexible hours on weekdays, evenings and weekends