Lead Store Advisor, University Village

Global Sports Jobs Limited; Seattle (WA); On-site; USD 62,000 - 68,000; Full time

Benefits offered by this job

Medical, dental, and vision benefits

Employee discount

Competitive 401k program

15 days of accrued Vacation Time Off

Store closure on Christmas Day and New

Product perks

Job summary

Global Sports Jobs Limited seeks a Retail Leader to elevate floor execution and customer experience across a premium, high‑volume store. Reporting to the Store Leader, you will model standards, coach Advisors, and ensure consistent excellence in every fan interaction.

You will own a pillar of excellence, drive process improvements, resolve after‑sales challenges with empathy, and foster accountability and positive energy across the team.

Qualifications

• 3+ years in premium retail operations or high-volume, customer-focused environments.
• Experience leading projects or mentoring peers to boost performance.
• Strong service excellence and problem-solving with change management.
• Emotional intelligence and openness to new topics.
• Attention to detail and interest in technical product storytelling in sports/fashion.

Responsibilities

• Model and coach staff on the 5 Steps of Service and Cloud CX framework.
• Own a pillar of expertise (Customer, Experience, Store Ops, or People) to drive standards.
• Resolve complex after-sales inquiries with empathetic, solutions.
• Coach and motivate team with balanced feedback.
• Reflect premium global positioning in every fan interaction.
• Energize the sales floor with a positive mindset and balanced feedback.

Skills

Premium retail operations

Project leadership

Customer service excellence

Emotional intelligence

Product storytelling

Job description

About the Role

The role elevates team performance and floor execution through functional expertise and peer coaching. By role-modelling premium standards and operational precision, it ensures a high-performance culture is felt in every fan interaction. Reporting to the Store Leader, it supports the retail function by orchestrating the energy of the sales floor with a positive mindset and providing balanced feedback to drive consistent excellence. The role sits within the Retail team, which brings the brand and products to life for fans across the globe through immersive, design-led spaces and values authenticity, collaboration, and a relentless drive for excellence.

Key Responsibilities

• Orchestrate floor flow as an expert role model for the 5 Steps of Service, empowering Advisors to master the 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, personalised solutions that safeguard 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 premium global positioning.
• Role-model premium standards and operational precision to ensure the high-performance culture is felt in every fan interaction.
• Support the retail function by orchestrating the energy of the sales floor with a positive mindset and providing balanced feedback to drive consistent excellence.

Required Experience & Qualifications

• 3+ years of functional experience in premium retail operations or in a high-volume, customer-focused environment.
• Demonstrated ability to lead projects, manage floor priorities, or informally mentor peers to achieve collective performance goals.
• Deep understanding of service excellence and ability to analyse information to solve problems and handle planned changes effectively.
• Emotional intelligence, including awareness of personal strengths and approaching unfamiliar topics with openness and curiosity.
• Keen eye for detail and a passion for technical product storytelling, particularly within the sports, performance, or fashion industries.

Workplace

• Retail store environment

Salary

• Typical cash compensation range: $29.80/hr - $32.70/hr plus a quarterly bonus based on store performance.
• Individual compensation packages are based on factors including experience, industry knowledge, qualifications, skill set, and location.
• Certain roles may be eligible for equity compensation in addition to cash compensation.

Benefits & Perks

• Competitive benefits package including medical, dental, and vision benefits for full-time team members.
• Industry leading employee discount.
• Competitive 401k program.
• 15 days of accrued Vacation Time Off.
• Store closure on Christmas Day and New Year.
• A plethora of product perks.