Customer Experience Supervisor

Customer Experience Supervisor - West Hollywood

Employment Type: Full-Time

Position Summary: The Customer Experience Supervisor plays a key leadership role in delivering an exceptional in-store experience while supporting the daily operations of the store. This role is responsible for guiding the sales team on the floor, ensuring consistent execution of service standards, and fostering meaningful customer engagement throughout the store.

The Customer Experience Supervisor serves as a leadership presence on the sales floor, coaching team members in real time and helping drive a welcoming, service-driven store environment. This role also supports the execution of customer engagement initiatives, in-store events, and brand activations to ensure customers have a memorable and authentic experience.

Working closely with Store Management, the Customer Experience Supervisor supports operational priorities, helps guide daily team activities, and reinforces the store vision by consistently modeling strong leadership, service excellence, and teamwork.

Responsibilities

Primary Responsibilities:

Floor Leadership & Team Development

• Provide leadership and guidance to the sales team while maintaining a strong presence on the sales floor.
• Act as a role model for service behaviors, product knowledge, and customer engagement.
• Provide real-time coaching and feedback to team members to strengthen selling behaviors and service standards.
• Help foster a positive, collaborative, and high-performing team environment.
• Guide work activities throughout the day and support team productivity when managers are not present.

Customer Experience

• Champion a welcoming and elevated in-store experience that reflects service standards and culture.
• Lead by example on the sales floor by actively engaging customers and demonstrating best-in-class service behaviors.
• Coach team members in real time to strengthen selling behaviors, customer interactions, and product storytelling.
• Support the resolution of customer concerns to ensure positive and professional outcomes.
• Assist with the execution of customer engagement initiatives, in-store activations, and brand experiences to ensure they are delivered seamlessly and reflect standards.
• Help prepare the team and store environment for special initiatives or activations to ensure customers have a memorable experience.
• Support training and awareness around new customer engagement tools and initiatives that enhance the in-store experience.

Operational Support

• Support the management team in executing operational processes and store priorities.
• Ensure consistency in operational execution and adherence to standard operating procedures.
• Assist with visual merchandising initiatives, inventory activities, and general store operations.
• Maintain a clean, organized, and welcoming store environment.
• Stay informed on store communications, business metrics, and current initiatives.

Requirements

Experience

• 23 years of management experience in a retail, customer-centric environment.
• 1+ year of experience with retail/apparel operations preferred, but not required.
• 1+ year of experience resolving customer service-related issues.

Skills & Abilities

• Ability to perform business math and basic accounting.
• Comprehensive computer skills.
• Ability to multitask and manage multiple projects at once.
• Strong communication skills with the ability to delegate tasks and responsibilities effectively.
• Efficient time management skills.
• Ability to stand and walk for prolonged periods of time.
• Ability to lift or move up to 25 pounds.
• Ability to bend, twist, climb ladders, and perform physical tasks related to standard retail operations.

Who You Are

Professional Characteristics

• Organized and detail-oriented.
• Effective communicator.
• Calm under pressure in fast-paced environments.

Personal Characteristics

• Friendly and welcoming.
• Adaptive and proactive.