Customer Experience Lead (CXL)

Job Description

Job Description

Position Summary

The Customer Experience Lead (CXL) is an hourly key holder who helps lead the store during assigned shifts and ensures an exceptional customer experience. This role serves as Manager on Duty (MOD) when the Store Manager and Assistant Manager are not present.

The CXL is a floor leader first, focused on delivering Fit2Run’s Fit process, supporting the team in real time, and ensuring smooth store operations throughout their shift.

Key Responsibilities

Sales & Customer Experience

The CXL delivers the Fit2Run Fit process with every guest and leads by example through strong selling behaviors and product knowledge.

They support team members on the floor to improve conversion and average transaction value while helping resolve customer concerns and escalating when needed.

This role helps maintain a high-energy, service-focused environment that reflects Fit2Run standards.

Shift Leadership (MOD)

During assigned shifts, the CXL serves as Manager on Duty and is responsible for opening and closing the store following company procedures.

They help direct the flow of the business by delegating tasks, ensuring completion of daily responsibilities, and monitoring floor coverage.

The CXL addresses immediate operational or customer issues and communicates with the leadership team as needed, escalating situations appropriately.

Team Support & Coaching

The CXL provides in-the-moment coaching and support to team members while reinforcing company standards, service expectations, and policies.

They assist with onboarding and training new associates when needed and model professionalism, accountability, and teamwork.

Operations & Store Standards

This role supports daily operations by maintaining store cleanliness, organization, and visual presentation. he CXL executes opening and closing procedures, supports promotions and product launches, and helps ensure the store is operating efficiently during each shift.

Inventory & Merchandising

The CXL assists with restocking merchandise, maintaining visual standards, and supporting inventory organization to ensure product is readily available for customers.

Key Performance Expectations

The Customer Experience Lead is expected to deliver strong individual sales results, provide consistent leadership during assigned shifts, and ensure smooth store operations when acting as Manager on Duty.

This role supports a high level of customer experience and contributes to overall team performance.

Qualifications

Candidates should have at least one year of retail or customer service experience, with prior leadership or key holder experience preferred.

Strong communication and problem-solving skills are essential, along with the ability to lead in a fast-paced, customer-focused environment.

Reliability, accountability, and flexible availability, including evenings, weekends, and holidays, are required.

Physical & Work Requirements

This role requires the ability to stand and walk for extended periods, lift up to 40 pounds, and frequently interact with customers and team members.

The position is primarily active and floor-based.

Fit2Run Expectations

The CXL leads through service, energy, and example while supporting team success and store performance during each shift.

They are expected to follow company policies and escalate concerns appropriately.