Luxury Retail Experience Lead | Key Holder

Shinola- Retail; Ann Arbor (MI); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Hourly pay starting at $16.50

Bonus potential

Paid time off

Medical, dental & vision

401k with company match

Employee assistance program

Pet insurance

Complimentary employee watch

Job summary

Shinola is seeking an Experience Leader in a specialty retail setting. The role focuses on guest experience, team leadership, and customer relationship management within Shinola's brand standards.

The position emphasizes coaching, KPI-driven performance, and proactive store operations support to ensure exceptional service. Responsibilities include leading experience standards, utilizing CRM for long-term relationships, and assisting in ongoing product knowledge and store initiatives.

Qualifications

• Strong organizational skills.
• Critical thinker with retail leadership experience.
• Must be 18+ years old.

Responsibilities

• Deliver consistent guest experience and exceed revenue targets through Brand Experience standards and both in-person and virtual shopping appointments.
• Lead experience standards in stores and coach team to drive performance using KPIs.
• Maintain customer relationships in detail using Sales Force and execute brand outreach strategies.
• Support Store manager with coaching, development, and conflict resolution; enforce company policies.
• Manage store operations including loss prevention, merchandising, budgeting, and timely task completion.

Skills

Guest experience

Coaching & development

KPIs

Communication

Education

High School Diploma

Job description

Shinola is seeking an Experience Leader in a specialty retail setting. The role focuses on guest experience, team leadership, and customer relationship management within Shinola's brand standards.

The position emphasizes coaching, KPI-driven performance, and proactive store operations support to ensure exceptional service. Responsibilities include leading experience standards, utilizing CRM for long-term relationships, and assisting in ongoing product knowledge and store initiatives.