Key Holder (Manhattan)

Catbird NYC; New York (NY); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Health insurance

Dental and vision

Flexible Spending Account (FSA)

Vacation & sick leave

Life insurance

Parental leave

Employee discount

401(k) with company match

Transit benefits

Professional development stipend

Catbird Foundation donations

Commission

Job summary

Catbird NYC in NYC is seeking an experienced Key Holder to lead the sales floor, coach Stylists, and deliver hands‑on Forever Jewelry welding and device‑based ear piercing services, while supporting daily store operations. The ideal candidate is a proven retail leader who motivates a team, focuses on exceptional customer experiences, and is comfortable performing procedures after training.

Weekend and holiday availability is required.

Qualifications

• Experience leading retail teams and delivering high-touch customer service.
• Willingness to perform hands-on services, including jewelry welding and piercing.
• Excellent communication, empathy, and conflict-resolution skills.
• Availability to work weekends and holidays in a fast-paced store.

Responsibilities

• Lead the selling floor with warmth and confidence, delivering a premium customer experience.
• Coach Stylists in real time to drive sales and brand storytelling.
• Perform Forever Jewelry welding and device-based ear piercings after training.
• Open/close the store and manage daily operations, inventory, and visual standards.
• Address customer questions, returns, and escalations with professionalism.
• Balance service flow during peak periods and adjust coverage accordingly.

Skills

Retail leadership

Sales & service

Communication

Mentoring & coaching

Hands-on service

Scheduling flexibility

Education

High school diploma or equivalent

Tools

POS systems

Job description

Catbird is looking for experienced Key Holders to join our retail team in NYC.
Key Holders are floor leaders who set the tone for exceptional service and strong sales. You’ll lead the selling floor, coach Stylists in real time, and deliver hands‑on services—including Forever Jewelry welding and device‑based ear piercing—while supporting daily store operations. This role is ideal for someone who loves customer connection, leading a team, and being hands‑on with beautiful product

Key Responsibilities

• Lead the sales floor with confidence and warmth, ensuring every customer receives a welcoming, high‑touch buying experience
• Drive sales by actively engaging customers and confidently selling demi‑fine jewelry, Forever Jewelry, and piercing services
• Perform Forever Jewelry welding and device‑based ear piercings to the highest standards, prioritizing precision, safety, and customer comfort
• Coach and support Stylists through real‑time feedback, modeling strong selling behaviors, service excellence, and brand storytelling
• Monitor service flow, wait times, and floor coverage; make adjustments as needed to balance selling and services during busy periods
• Step in to resolve customer questions, returns, or escalations with care, professionalism, and sound judgment
• Open and close the store and support daily operations, including inventory, merchandising, and visual standards

Our Ideal Candidate

• An experienced retail leader with a proven ability to guide and motivate a sales team
• Sales‑minded and service‑driven, with a strong belief that exceptional customer experience drives results
• Comfortable performing hands‑on services, including Forever Jewelry welding and device‑based piercing, after training
• Calm, confident, and organized, with the ability to prioritize and adapt in a fast‑paced environment
• A thoughtful communicator who leads with kindness, clarity, and common sense
• Jewelry or piercing experience is a plus, but curiosity and a commitment to learning are essential
• Flexible and reliable with scheduling, including weekends and holidays
• Retail positions involve physical requirements that include standing for extended periods, light lifting, reaching, and repetitive wrist and hand movements during tasks like welding permanent jewelry, etc. We’re happy to discuss reasonable accommodations to support individual needs

Perks & Benefits

• Health insurance with 75% of the medical premium covered by Catbird. 25% of the premium covered for children
• Dental and vision insurance options
• Flexible Spending Account (FSA) for pre‑tax contributions to medical and childcare expenses
• Two weeks of accrued vacation and 7 sick days
• Life insurance (1x annual salary) fully covered by Catbird
• Voluntary life insurance and short/long‑term disability at reduced group rates
• 7 days of backup childcare (in‑home or at a Vivvi childcare center)
• Catbird employee discount: 50‑70% off the Catbird line and 30% off designer pieces
• 401(k) with profit sharing and safe harbor contributions (eligibility after 90 days)
• Parental leave: 20 weeks total, with 12 weeks fully paid
• Pre‑tax transit benefits to help save on commuting costs
• Professional development stipend: $200/year, plus access to workshops and talks throughout the year
• The Catbird Foundation: A portion of all sales donated year‑round to nonprofits aligned with our values—over $2MM donated to date

Plus commission!