Assistant Store Leader, Customer Experience & Outreach

Crate & Barrel; Burlington (MA); On-site; USD 60,000 - 90,000; Full time

Job summary

Crate & Barrel is hiring an Assistant Store Leader – Customer Experience & Outreach to drive sales and elevate the in-store experience. You will lead sales initiatives, coach associates, and oversee programs like Design Services, Registry, and events to boost traffic and loyalty.

You will analyze KPIs, maintain brand standards, manage scheduling and expenses, and collaborate with leadership to deliver a consistently elevated store experience for customers.

Qualifications

• 2+ years customer service or retail leadership experience.
• Experience with Microsoft Office, Google applications, computer systems and tablet devices.

Responsibilities

• Collaborate with Store Leader to set workload and ensure plan execution across store area.
• Communicate metrics and expectations within the store, including sales, operations, safety, HR, payroll and training.
• Coach and develop associates to encourage growth and build bench strength.
• Focus on promoting and driving sales as Leader on Duty (LOD).
• Participate in season planning and execution with Store Leader and other Assistant Store Leaders.
• Analyze results through reporting and translate data into actionable goals to improve KPI results.
• Provide gracious, quick, and efficient service to all customers and model positive attitude.
• Communicate with management about sales, customer feedback, traffic and training; join weekly store walk-throughs.

Skills

Communication skills

Interpersonal skills

Problem solving

Delegation

Retail leadership

Tools

MS Office

Google Apps

Tablet devices

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