Guest-Experience Department Lead

The Paper Store; Natick (MA); On-site; USD 24,796 - 34,440; Full time

Job summary

The Paper Store in Natick, MA is seeking a Department Manager to lead daily store operations, deliver world-class customer service, and drive sales performance. The role emphasizes team leadership, coaching, and cross-training across departments to support brand standards and promotions.

You will interact with customers and colleagues, maintain POS operations, and uphold TPS service standards while coordinating with leadership to execute store directives and merchandise initiatives.

Qualifications

• Previous experience in specialty retail is preferred.
• Demonstrated ability to multitask while being attentive to customers.
• Ability to adapt to and lead change.
• Proficiency in using Microsoft Office and POS systems.
• Ability to lift and mobilize medium to large items up to 50 lbs.
• Willingness to travel to new store openings, store remodels, etc.

Responsibilities

• Act as a TPS Champion by modeling the G.U.E.S.T. service approach and consistently delivering world‑class service.
• Greet and welcome every customer warmly and with enthusiasm.
• Understand customer needs by asking open‑ended questions.
• Explain product features and benefits in relation to the customers’ needs by providing in‑depth product knowledge.
• Suggest additional items to build onto sales by utilizing effective selling techniques.
• Thank the customer sincerely and invite them to return and shop with us again.
• Be a TPS Brand Ambassador, building customer loyalty through friendly, attentive, and respectful service.
• Inspire and motivate the team daily by delivering positive feedback and utilizing TPS recognition programs.
• Cross‑train in all departments to support bench strength in department leadership.
• Lead and execute the completion of company directives within appropriate time frames.
• Develop strong relationships with the Visual Merchandiser, Hallmark Merchandiser, Store Team Leaders, District Manager, and corporate partners.
• Maintain awareness of all current promotions and process them correctly at the POS.
• Champion new product launches by being the material expert in new product information.
• Ensure all marketing and promotion signage is up to date and placed correctly.
• Respond promptly to all means of communication (Smart Sheet, email, etc.).
• After comprehensive training, perform ear piercings and provide a safe, sanitary experience in accordance with state, federal, and CDC guidelines (select locations).
• Perform management functions as expected, including opening and closing of the store, management functions at the point of sale, managing the sales floor, coordinating break schedules, etc.
• Assist the Store Team Leader with executing strategies to drive sales and customer loyalty through effective sales and service leader behaviors, the Hallmark Crown Rewards Program, TPS customer capture, and store events.
• Complete all tasks/directives as directed by the Store Team Leader, Merchandiser, or District Manager.
• Comply with all company policies and procedures.

Skills

Retail experience

Multitasking

Leadership

Customer service

MS Office

POS systems

Team training

Detail oriented

Tools

MS Office Suite

POS systems

Job description

The Paper Store in Natick, MA is seeking a Department Manager to lead daily store operations, deliver world-class customer service, and drive sales performance. The role emphasizes team leadership, coaching, and cross-training across departments to support brand standards and promotions.

You will interact with customers and colleagues, maintain POS operations, and uphold TPS service standards while coordinating with leadership to execute store directives and merchandise initiatives.