Experience & Sales Lead: Elevate Guest Magic

FAO Schwarz; New York (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

FAO Schwarz is seeking a Sales & Experience Lead to energize the flagship store in New York, guiding a team of associates to deliver memorable guest moments.

You will coach, coach, and motivate on the floor, ensuring brand standards and product knowledge translate into exceptional service and commercial results. The role emphasizes leadership presence, collaboration with store teams, and seamless event execution.

Qualifications

• 2+ years of leadership experience in retail, hospitality, theatre, or experiential environments.
• Experience coaching and developing a team through feedback and daily floor leadership.
• Strong presence on the floor with real-time decision making.
• Balance theatrical guest engagement with operational discipline and commercial awareness.
• Genuine interest in toys, play, and the FAO Schwarz brand.
• Ability to stand for extended periods and lift up to 25 pounds.
• Flexibility to work days, evenings, weekends, and peak periods.

Responsibilities

• Set and protect the guest experience standard across every floor touchpoint.
• Be an active, visible presence on the floor and provide direct feedback to raise engagement and knowledge.
• Manage guest flow and revise floor coverage with the MOD to keep things moving smoothly.
• Lead floor-level execution of events, activations, and experience refreshes.
• Escalate guest feedback with context and proposed solutions to store leadership.

Skills

Retail Leadership

Guest Experience

Team Coaching

Floor Management

Event Execution

Job description

FAO Schwarz is seeking a Sales & Experience Lead to energize the flagship store in New York, guiding a team of associates to deliver memorable guest moments.

You will coach, coach, and motivate on the floor, ensuring brand standards and product knowledge translate into exceptional service and commercial results. The role emphasizes leadership presence, collaboration with store teams, and seamless event execution.