Assistant Store Director, Customer Experience and Workforce Management

Summary

The Assistant Store Director leads customer experience, workforce management, and store operations in partnership with the Store Director. This role promotes exceptional service, uses business data to guide decisions, and leads store operations in the Store Director's absence.

Responsibilities

• Model relationship-based service and coach teams on service recovery and customer engagement.
• Develop clienteling strategies and resolve escalated customer issues.
• Analyze KPIs and business data to inform strategies, recaps, and team priorities.
• Create strategic schedules that align staffing with business needs and traffic patterns.
• Set performance expectations, develop team accountability, and lead store operations when the Store Director is absent.

Requirements

• Proven leadership experience in a customer-focused retail environment.
• Experience coaching service behaviors and resolving escalated customer issues.
• Ability to analyze business data and KPIs and use them to improve performance.
• Experience creating schedules and aligning staffing with business needs.
• Strong communication, coaching, and team development skills, with the ability to manage operations independently.
• Flexibility to work evenings, weekends, and public holidays.