Retail Sales Associate - Lead

Boll and Branch is looking for a Lead Brand Ambassador (Lead Sales Associate) to join our growing retail team.

At Boll & Branch, we believe luxury starts with care — for our customers, our communities, our teams, and our craft. Our Lead Brand Ambassadors bring this belief to life by delivering exceptional hospitality, supporting store leadership, and elevating the customer experience through service, storytelling, and design expertise.

As a Lead Brand Ambassador, you set the tone on the sales floor. You model our service standards, guide Brand Ambassadors through real-time coaching, and help maintain a beautifully presented, welcoming environment. You'll partner closely with the Store Manager and Assistant Store Manager to ensure operational excellence, support training, nurture customer relationships, and help drive business results.

This role is ideal for someone who leads by example, loves creating personal and memorable experiences, and is eager to grow into broader retail leadership.

This position is located in  Bethesda Row in Bethesda, MD. 

Responsibilities:

Deliver Elevated Hospitality & Customer Experience

• Serve as a warm, welcoming host on the sales floor — modeling the spirit of “unreasonable hospitality” in every interaction.
  
• Create thoughtful, elevated experiences through our in-store, virtual, and in-home design consultation program.
  
• Build meaningful relationships with customers by listening deeply, personalizing recommendations, and cultivating repeat business.
• Support Brand Ambassadors in learning and executing hospitality-driven service and clienteling behaviors.

Drive Sales & Business Performance

• Achieve and exceed individual sales goals while supporting team selling behaviors and floor productivity.
  
• Act as a floor leader during peak times — directing customer flow, supporting sales conversations, and ensuring service excellence.
  
• Become an expert in all Boll & Branch products, materials, and craftsmanship; help train team members to build their product confidence and selling skills.
  
• Support community-driven efforts such as in-store events, designer partnerships, or other initiatives that strengthen local brand presence.

Develop, Coach & Support the Team

• Provide real-time coaching to Brand Ambassadors on service, selling, client relationships, and product knowledge.
  
• Help onboard new team members and reinforce training through modeling, shadowing, and hands-on guidance.
  
• Communicate store priorities, initiatives, and expectations clearly and consistently.
  
• Lead by example in fostering a positive, inclusive, and supportive team culture rooted in care, accountability, and professionalism.

Maintain Visual Excellence & Operational Standards

• Ensure the store environment is always guest-ready — clean, organized, beautifully presented, and aligned to brand standards.
  
• Support Store Manager and ASM with daily operational tasks: opening/closing procedures, cash handling, register reconciliation, and inventory adjustments.
  
• Uphold safety and security protocols, reporting issues promptly and protecting store assets at all times.
  
• Execute visual merchandising direction and support product placement resets with an eye for detail and brand integrity.
• Ensure all operational procedures and loss prevention guidelines are followed by the team.

Support In-Home & Design Services

• Assist customers in designing their spaces based on sleeping habits, style preferences, and lifestyle needs.
  
• Participate in in-home appointments and installations, offering thoughtful recommendations to complete the experience.
  
• Help ensure design consultations are executed with polish, precision, and hospitality.

Qualifications:

• 2+ years of retail sales experience, ideally in specialty, luxury, home, or client-focused environments.
  
• Passion for hospitality, design, and building meaningful customer relationships.
  
• Strong communication skills with the ability to coach and inspire peers.
  
• Experience with clienteling, consultative selling, and creating personalized service moments.
  
• Strong understanding of store operations, visual merchandising, and retail best practices.
  
• Ability to prioritize, multitask, and manage time effectively in a fast-paced environment.
  
• Entrepreneurial spirit with curiosity, positivity, and a proactive approach to problem solving.
  
• Comfortable using Google Suite, Word, Excel, POS systems, and basic retail equipment.
  
• Ability to lift 50 lbs., climb ladders/step stools, stand for extended periods, and support in-home services as needed.
  
• Bilingual (Spanish/English) is a plus, but not required.

The above is a comprehensive, but not exhaustive, description of requirements and expectations that may evolve over time based on business needs. You must be able to complete all physical requirements of the job with or without a reasonable accommodation.

The annual base salary range for this role is $25 to $30 ( new hires are typically brought into the organization between the minimum to midpoint of the salary range posted depending on qualifications, internal equity, and the budgeted amount for the role ). It is important to note that our salary ranges are based on paying competitively for our size, industry, and the market and are one part of the total rewards that we provide. Individual pay rate decisions are based on several factors, including qualifications for the role, experience level, skillset, scope of the role, and internal peer benchmarking.In addition, while we are not commission based, there is an opportunity to earn a monthly-based bonus on store performance. 

Studies show that women and people of color often hesitate to apply for jobs unless they meet all the listed qualifications. At Boll & Branch, we seek the best candidate, who may come from a less traditional background. We consider any combination of knowledge, skills, education, and experience that meets the minimum requirements. If you're interested, we encourage you to think broadly about your background and skill set for the role.

What We Offer:

• Medical, Dental, Vision, and Life/AD&D insurance
• Commuter Benefits, HSA/FSA, STD/LTD, and Employee Assistance Program
• Family-Planning Services, Gender-affirming healthcare, and Health Advocacy Program
• Fitness Reimbursement Program, 401(k), Paid Time Off, and an Employee Discount

About Boll & Branch:

At Boll & Branch ( we don't make bedding like everyone else. We make it better.

In 2014, our founders, Scott and Missy Tannen, challenged every conventional standard in the textile industry, creating a new supply chain that prioritized thread quality, not thread count. By investing exclusively in 100% organic raw materials from the start, we became the first bedding company ever to be Fair Trade Certified. Today, we keep five commitments at the heart of everything we do. We are:

• Cultivators of the Highest Quality Threads
• Pioneers in 100% Organic Cotton
• Free from Toxins at Every Step
• 100% Traceable from Farm to Finish
• Committed to Fair and Ethical Treatment for All

Boll & Branch has over 150 employees, and we are headquartered in Summit, NJ, with a second office in New York, NY and a dedicated Photo Studio in New Providence, NJ. In 2019, to propel our growth, we raised $100M from L Catterton ( a leading consumer goods private equity fund. We are also progressively expanding our retail and wholesale footprint. While the heart of our business lies in the direct-to-consumer online model, we also have six retail stores around the country as well as wholesale partnerships with Nordstrom and Bloomingdale's.

Boll & Branch LLC is an equal opportunity employer.