Chicago Retail Lead: Guest Experience & Team Coach

Mattel; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

American Girl is seeking a Retail Lead at its Chicago location. The role supports the store manager with daily operations, provides leadership to staff, and delivers high levels of customer service to guests and families visiting experiential retail spaces.

The position requires coordinating floor coverage, coaching team members, and maintaining visual standards while driving sales and guest satisfaction in a fast-paced environment.

Qualifications

• Demonstrated ability to work with a broad and diverse workforce.
• Strong customer service background with lead/supervisory experience preferred.
• Excellent written and verbal communication and organizational skills are essential.
• Must enjoy children and possess a warm, friendly demeanor.
• Well-developed computer skills; proficient with Microsoft Excel, Outlook, and Word.

Responsibilities

• Support the retail sales manager in all business functions including merchandise management, business analysis, and staff development.
• Execute supervisory duties: floor presentation, coaching, staffing, and scheduling to ensure adequate coverage.
• Lead by example delivering exceptional and engaging customer service for a great guest experience.
• Oversee the sales floor as Manager on Duty and resolve customer service concerns as they arise.

Skills

Customer service

Supervisory experience

Communication skills

Diversity & inclusion

Flexibility

Tools

Excel

Outlook

Word

Job description

American Girl is seeking a Retail Lead at its Chicago location. The role supports the store manager with daily operations, provides leadership to staff, and delivers high levels of customer service to guests and families visiting experiential retail spaces.

The position requires coordinating floor coverage, coaching team members, and maintaining visual standards while driving sales and guest satisfaction in a fast-paced environment.