Lead Store Advisor, Boston

Socket.dev; Boston (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

On is seeking a Lead Store Advisor to elevate team performance and floor execution through expertise and peer coaching, modeling premium standards and operational precision.

Reporting to the Store Leader, you will shape the energy of the sales floor, provide balanced feedback, and drive consistent excellence across fan interactions.

You bring 3+ years of premium retail experience and a passion for storytelling of our technical products in sports and fashion.

Qualifications

• 3+ years of functional experience in premium retail operations or in a high-volume, customer-focused environment.
• Ability to lead projects, manage floor priorities, or mentor peers to achieve performance goals.
• Deep understanding of service excellence and problem-solving for planned changes.
• Demonstrates emotional intelligence and curiosity when approaching new topics.

Responsibilities

• Orchestrate floor flow as an expert role model for the 5 Steps of Service and Cloud CX framework.
• Drive functional excellence and improvements by owning a pillar (Customer, Experience, Store Operations, or People) with meticulous standards.
• Resolve complex after-sales inquiries with empathetic, personalized solutions that uphold premium service.
• Coach and motivate the team through balanced feedback, fostering accountability and premium positioning.

Skills

Premium retail operations

Coaching & mentorship

Emotional intelligence

Attention to detail

Job description

In Short:

As the Lead Store Advisor, you will elevate team performance and floor execution through your functional expertise and peer coaching. By role-modeling premium standards and operational precision, you ensure On's high-performance culture is felt in every fan interaction.

Reporting to the Store Leader, you will support the retail function by orchestrating the energy of the sales floor with a positive mindset and providing balanced feedback to drive consistent excellence.

Your Mission:

• Orchestrate floor flow as an expert role model for the 5 Steps of Service, empowering Advisors to master our Cloud CX framework and deliver a premium experience that drives brand loyalty
• Drive functional excellence and systemic process improvements by owning a specific pillar of expertise-Customer, Experience, Store Operations, or People- while maintaining meticulous standards across the store
• Resolve complex after-sales inquiries and operational hurdles with empathetic, personalized solutions that safeguard our elevated service standards and fan relationships
• Guide and motivate the team through impactful coaching and balanced feedback, fostering a culture of shared accountability and ensuring every detail reflects our premium global positioning

Your Story:

• You bring 3+ years of functional experience in premium retail operations or in a high-volume, customer-focused environment
• You have demonstrated the ability to lead projects, manage floor priorities, or informally mentor peers to achieve collective performance goals
• You possess a deep understanding of service excellence and can analyze information to solve problems and handle planned changes effectively
• You demonstrate emotional intelligence by remaining aware of your strengths and approaching unfamiliar topics with openness and curiosity
• You have a keen eye for detail and a passion for technical product storytelling, particularly within the sports, performance, or fashion industries

Your Team:

Our Retail team is the heartbeat of On, bringing our brand and products to life for our fans across the globe. We believe in creating immersive, design-led spaces that go beyond traditional shopping to offer unforgettable experiences. As a team, we value authenticity, collaboration, and a relentless drive for excellence.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination. We are requesting that you provide sensitive demographic information such as gender identity and race/ethnicity to help us ensure that we are creating equitable and fair experiences for all potential future team members. You are not required to provide this demographic information and this information will in no way impact your eligibility for hire.