Retail Team Lead: Customer Experience & Operations

POP MART Americas Inc.; United States; On-site; USD 26,000 - 34,000; Full time

Benefits offered by this job

401k

health insurance

PTO

paid sick leave

family leave

Job summary

POP MART Americas Inc. is seeking an Assistant Store Manager in Chicago to partner with the Store Manager in delivering an exceptional customer experience while leading store operations, merchandising, and team development.

You will coach Brand Associates, drive sales, and ensure adherence to POP MART standards. The role emphasizes leading from the floor, managing daily operations, and promoting product launches, special collections, and collaborations to delight collectors and first-time

Qualifications

• 2+ years of retail leadership experience in a supervisory or management role.
• Proven ability to lead, coach, and develop high-performing retail teams.
• Strong understanding of retail operations, customer experience, and business performance metrics.
• Passion for delivering exceptional customer experiences.
• Interest in designer toys, collectibles, art, anime, gaming, fashion, or pop culture is highly valued.
• Strong leadership, communication, and interpersonal skills.
• Demonstrated ability to analyze business metrics and implement action plans that drive results.
• Excellent organizational skills with the ability to prioritize competing responsibilities.
• Comfortable working independently while making sound business decisions.
• Ability to adapt quickly in a fast-paced retail environment.
• High School Diploma or equivalent required.
• Must be at least 18 years of age.

Responsibilities

• Partner with the Store Manager to recruit, coach, develop, and retain a high-performing team.
• Lead, motivate, and develop Brand Associates and Sales Leads through coaching, feedback, and recognition.
• Foster an inclusive, collaborative, and customer-first culture that reflects POP MART's values.
• Serve as Manager on Duty, making operational and customer service decisions while ensuring an exceptional store experience.
• Support onboarding, training, and performance development of new team members.
• Deliver an exceptional customer experience by leading from the sales floor and setting the standard for customer engagement.
• Inspire excitement around POP MART's artists, characters, Blind Boxes, MEGA Collections, and exclusive collaborations.
• Resolve customer concerns professionally while building long-term loyalty.
• Ensure every customer interaction reflects POP MART's premium brand experience.
• Partner with the Store Manager to achieve sales goals and KPIs, including: Sales Conversion, UPT, ATV, Payroll productivity, Inventory accuracy.
• Analyze business results and identify opportunities to improve sales performance.
• Execute action plans to improve store performance and customer engagement.
• Promote new product launches, limited-edition releases, and seasonal campaigns.
• Oversee daily store operations, including opening/closing, cash management, safety, and compliance.
• Maintain organized, clean, and safe store environment.
• Support scheduling, daily task planning, and operational execution.
• Monitor inventory accuracy, shipment processing, replenishment, transfers, and stockroom organization.
• Execute visual merchandising standards and marketing initiatives.
• Install planograms, fixtures, signage, and seasonal displays.
• Adjust merchandising based on inventory levels, sales trends, and priorities.
• Maintain inventory accuracy through cycle counts, audits, and replenishment.
• Ensure back-of-house supports efficient store operations.
• Serve as knowledgeable brand ambassador about POP MART products and initiatives.
• Support in-store events, product launches, pop-ups, conventions, Robo Shop operations, and new store openings.
• Build excitement within the local collector community and POP MART brand.

Skills

Retail leadership

Coaching

Customer experience

Retail operations

Communication

Analytics

Organization

Education

High School diploma

Job description

POP MART Americas Inc. is seeking an Assistant Store Manager in Chicago to partner with the Store Manager in delivering an exceptional customer experience while leading store operations, merchandising, and team development.

You will coach Brand Associates, drive sales, and ensure adherence to POP MART standards. The role emphasizes leading from the floor, managing daily operations, and promoting product launches, special collections, and collaborations to delight collectors and first-time