Sales Lead, Full Time

WS DEVELOPMENT; Massachusetts; On-site; USD 28,930,000 - 46,563,000; Full time

Benefits offered by this job

Private medical (medical insurance)

Dental and vision

Commuter benefits

Paid time off

Retirement planning support

Fertility care support (Carrot)

Clothing discount

Volunteer Time Off

Job summary

Reformation is seeking a Full Time Sales Lead to drive performance and revenue with a strong focus on clienteling and private appointments. You will manage a personal book of business, deliver elevated service, and build lasting client relationships through confident product knowledge and styling expertise.

You will report to the Store Manager and own opening/closing duties, supervise a team, and ensure impeccable store operations.

Qualifications

• Minimum 2–3 years in high‑volume luxury retail with a track record of hitting or exceeding SPH and sales targets.
• Proven ability to build long‑term client relationships through excellent service.
• Strong clienteling skills using digital tools (Endear or similar).
• Excellent communication and emotional intelligence for diverse customers.
• Experience in stylistic consultations and fashion product knowledge is a plus.

Responsibilities

• Drive performance and revenue by owning personal sales goals and KPI targets.
• Act as an entrepreneurial leader within the store, maximizing customer interactions and product expertise.
• Maintain high customer feedback (NPS) through elevated service and proactive problem‑solving.
• Lead styling conversations to anticipate clients' seasonal wardrobe needs and provide head‑to‑toe looks.

Skills

Sales leadership

Clienteling & relationships

Retail KPI focus

Communication & empathy

Visual merchandising awareness

Job description

None of this work is possible without the incredible people behind it. We’re a mission-based company that invests in an inclusive culture, so we can innovate together and ensure everyone has the space to grow, thrive, and belong.

And starting right now, we want to do all thatwith you.

Work Location/ Schedule:

• Available to work a minimum of 30 hours per week, but up to 40 hours per week
• Daily open availability across a full 7 day work week
• Able to work flexible schedule (days, nights, weekends, & holidays if required to meet the needs

Full Time Sales Lead

At Reformation, the sales lead is an elite sales professional and a central figure in the Reformation store ecosystem. This is an elevated role designed for a high-performing entrepreneur who views retail as a career. You are a Wardrobe Consultant, responsible for managing a private book of business, driving exceptional SPH, and acting as a trend authority. You don’t just facilitate transactions; you foster long-term loyalty through expert service and sophisticated clienteling leading to transformational experiences.

Reporting to the Store Manager, essential responsibilities include but are not limited to:

What You’ll Do

Drive Performance & Revenue

• Own Your Business:Consistently meet and exceed individual sales goals with a relentless focus on driving a high SPH (Sales Per Hour) and KPI’s.
• Customer Mindset:Act as an entrepreneur within the store, leveraging your product expertise to maximize every customer interaction.
• Proven Excellence:Maintain extraordinary customer feedback scores (NPS) by delivering an elevated service level that surprises and delights.
• Strategic Styling:Move beyond single-item requests to provide styling consultations, anticipating your client’s needs for their entire seasonal wardrobe.

Sales & Operational Ownership (Keyholder):

• Opening & Closing:Ensure the store is ready for business the day of and for the next morning, according to the opening and closing checklist. Serve as a trusted keyholder responsible for opening and closing of the store, ensuring all operations, and visual standards are flawlessly executed.
• Safety & Compliance:Act as the primary leader for facility issues, loss prevention incidents, and emergency procedures during assigned shifts.
• Seamless Sales Leadership:Maintain sales floor energy and service standards during your segments, acting as the point of contact for the team and customers ensuring flawless store operations that keeps our elevated service seamless from open to close.
• Transition Management:Conduct chat-ins and handovers during segment changes to communicate key information, ensuring no service gaps occur during staff breaks by maintaining a minimum coverage ratio on the sales floor.
• Floor Leadership:Lead the sales floor energy and adjusting staff in real-time to balance task business needs, serving as the leader for customer escalations and employee inquiries, and maintaining a solutions-first mindset to keep store energy high.
• Visual Excellence:Uphold the VM Guidelines throughout your segment, ensuring recovery during time periods.
• Performance Coaching:Provide in-the-moment coaching and support to associates to ensure sales and service align with the Ref’s service model.

Master Clienteling & Retention

• Build and Manage a Book:Actively generate and manage a personal client database using Endear and other digital tools to drive repeat business and private appointments.
• Clienteling:Execute personalized, product-focused, and purposeful outreach strategy to ensure your clients are the first to know about new drops and community activations tailored to the client’s specific “Ref Journey” and life milestones.
• Wardrobe Curation:Go beyond the “plus-one”, style head-to-toe looks that anticipate your client’s needs for their entire lifestyle.
• Appointment Culture:Proactively schedule and host one-on-one styling appointments, providing an elevated, “white-glove” experience that secures customer retention.

Brand & Product Authority

• Sustainability Educator:Act as a brand ambassador, sharing the Reformation story and educating customers on our mission to be a circular, climate-positive leader.
• Product Expert:Share deep product knowledge with genuine enthusiasm, translating technical sustainability details into benefits for the customer.
• Feedback Loop:Communicate high-level product feedback to leadership to help continuously improve our merchandising and assortment.
• Team Mentorship:Lead by example on the floor, modeling the sales and service model and sharing pro-tips with the broader team to elevate the collective service level.

Operational Excellence

• Floor + Back of House Standards:Ensure the selling floor and back of house reflects brand standards at all times, including meticulous attention to visual merchandising, steaming and organization.
• Integrity:Understand and uphold inventory accuracy, loss prevention standards, and a professional, productive work environment.

What You’ll Bring

• Proven Track Record:At least 2–3 years of experience in a high-volume, sales-driven, or commission-based luxury/premium retail environment with a history of consistently hitting or exceeding SPH and personal sales targets.
• Interpersonal Mastery:Exceptional communication skills and emotional intelligence with the ability to build instant rapport and navigate diverse personalities with ease and professionalism.
• Wardrobing Expertise:A deep passion for styling with a proven ability to “edit” collections for clients based on body type, occasion, and personal style.
• Self-Starter Mentality:A driven approach to challenges and the self-motivation to treat your role like a career, not just a job.

Compensation:

At Reformation, we believe in transparency and equity when it comes to compensation. For this role, the anticipatedbase hourly range is between $21-$26 an hourdepending on a variety of factors, including but not limited to relevant experience, skills, qualifications, and internal compensation equity.

Please note that compensation decisions are made thoughtfully and may vary from the listed range to reflect individual circumstances and evolving business needs. Our total rewards package also includes benefits, perks, and opportunities for growth that contribute to overall compensation.

• Eligible employees get employer-sponsored private medical, dental, and vision insurance, as well as commuter benefits to help support your travel to and from work.
• We offer competitive paid time off policies including vacation, sick leave, and company holidays for eligible employees.
• We offer retirement planning support for eligible employees, including the option to invest in Environmental Social Governance-aligned (fancy way to say sustainable) funds.
• We’re a mission-based company with offices in LA, NYC and London, as well as a global retail team, which means you’ll get to collaborate with people all around the world.
• You’ll get access to fertility care support throughCarrot , and up to a $5,000 USD reimbursement for related fertility expenses after 1 year of employment.
• We care about the causes our employees care about so we donate to community efforts on a yearly basis.
• We offer a clothing discount, culture events (like our annual Ref Values week and Volunteer Time Off), you know, all the meaningful and fun stuff!

Reformation is proud to be an Equal Opportunity Employer. We’re committed to building a diverse and inclusive team that reflects the world we want to live in. All qualified applicants will be considered for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status—in accordance with applicable international, federal, state, and local laws.

If you require accommodations during the application or interview process, please let us know. We’re here to ensure you have what you need to show up as your best self.