About the role
Overview We are a people-powered ecosystem, brought to life by engaging online and offline experiences. In 11 years, we have built an iconic brand that goes far beyond beauty. Our brand is built on trusted emotional connection, empathy, and consistency in how we show up for people every day. We are woven into everyday moments of people’s lives, becoming part of their routines, their self-expression, and their confidence. We are defined not just by what we make, but by how we make people feel and the relationships we build over time. Our north-star values are to be Human, Curious, Playful, and Helpful. We are driven by a shared mission to become the Most Loved Lifestyle Brand in the World. Our store leaders will help drive our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy. As an Assistant Store Director, it’s your job to lead, inspire, and develop a best-in-class team to create inspiring and exceptional customer experiences, and help set the tone for the store team as they help customers discover and deepen their connection with Glossier throughout their visit and beyond. As an experienced lead with a hospitality mindset, you foster and maintain a safe, equitable, and inclusive environment for both store teams and customers, while providing support to the Store Director in executing all people and business objectives. Finally, acting as a people advocate and constant presence on the floor, you will help create an environment in which employees can develop their full potential, fulfilling all core talent competencies and embodying our company values. Not new to the Glossier team? We welcome your application! Many of our Corporate Retail team members have joined within the last year and we would love to hear from you to get to know you (or get reacquainted). Please submit your candidacy for consideration! As part of the store’s leadership team, you will be fully immersed in the development of the store’s talent culture, with direct impact to the employee and customer experience. Performance expectations include but are not limited to the following: Team Leadership Drive a culture anchored in our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy. Deeply understand, model, and coach Glossier’s mission, vision and values: Devoted to the Customer, Inclusive, Curious, Courageous, and Discerning. Partner with the store’s leadership team and HR Generalist to drive an inclusive and equitable talent acquisition strategy, and actively work in building a continuous candidate pipeline. Develop and empower the store’s team by providing effective and frequent coaching, feedback, recognition and encouragement. Support an inclusive and equitable work environment and uphold our Code of Conduct and commitment to a work environment that is free from discri mination, harassment, bullying, and intimidation. Support the efforts of creating a culture of clear and open communication with your team, ensuring all team members are equipped with information they need to thrive and effectively share feedback, ideas, and concerns. Support and drive the store’s recognition initiatives, in partnership with the HR Generalist, fostering a work environment of collaboration, camaraderie, and fun — joy is our language! Serve as a deeply knowledgeable advocate for our product philosophy and portfolio, and inspiring and coaching your team to facilitate customer-led discovery journeys. Identify areas of potential growth within your teams and coach accordingly to strengthen and further develop these in alignment to core competencies and performance expectations. Promote, participate, and drive the completion rate of all Glossier training initiatives. Customer Experience Leadership Model and coach Glossier’s customer experience principles, ensuring consistently memorable and inspiring customer experiences. Develop and support a culture of accountability for expected service levels, coaching to performance standards, maintaining a constant presence on the floor and facilitating ongoing and constructive feedback. Support the testing and implementation of new customer experiences in collaboration with HQ teams to innovate on the Glossier retail experience. Identify key customer trends and requests; communicate effectively to Store Director and relevant corporate partners to support continuous improvement and innovation of the Glossier retail experience and product assortment. Monitor and analyze customer feedback, working with your Store Director and fellow Associate Store Directors to develop and implement customer experience strategies. Spend at least 60% of your time throughout the week on the sales floor, working directly with customers and your team, working at least 3-4 Manager on Duty (MOD) shifts per week. Business Leadership Analyze business results, in partnership with the Store Director, to identify strategies to improve overall store operations and drive results. Create effective and strategic team schedules to support the customer experience and meet payroll targets. Develop operational knowledge and ultimate mastery of the assigned Division of Responsibility (DOR). The assigned DOR can be one of the following: Product (the product knowledge champion at the store, supporting
