Key Lead, London

Overview We are a people-powered beauty 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. We are Human, Curious, Playful, and Helpful, 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 a Key Lead, it’s your responsibility to support the overall efforts of the store’s leadership team in creating inspiring and exceptional experiences, and fostering and maintaining a safe, equitable, and inclusive environment for both store teams and customers. Finally, acting as a 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. As an extension of the store’s leadership team, you will be fully immersed in the store’s FOH and BOH operations. Performance expectations include but are not limited to the following: Team Leadership Support an employee culture that is driven by our people-first employee experience philosophy. Deeply understand, embody, and model Glossier’s mission, vision and values: Devoted to the Customer, Inclusive, Curious, Courageous, and Discerning. Support an inclusive and equitable work environment and uphold our Code of Conduct and commitment to a work environment that is free from discrimination, harassment, bullying, and intimidation. Liaise with the store’s leadership team to maintain clear, open, and ongoing communication as it relates to positive and/or developmental feedback on the store team or any other operational observations. Participate in the store’s recognition initiatives, in partnership with the store’s leadership team, supporting a work environment of collaboration, camaraderie, and fun— joy is our language! Serve as a deeply knowledgeable resource of our product philosophy and portfolio as well as our operational standards of excellence to the store team. Manage coverage needs on a daily basis (meal breaks, rest periods) as well as completing the Editor Zone Charts. Lead team communication through shift meetings (morning or afternoon “huddles”), sharing relevant information as needed (business goals, HQ updates, store news, etc.). Customer Experience Leadership Model and coach Glossier’s customer experience principles, ensuring consistently memorable and inspiring customer and employee experiences. Spend 100% of your time on the sales floor and/or BOH areas as assigned, working directly with customers and the store team. Active participation in the Host of the Party (HOP - Manager on Duty/MOD) program. Serve as an added resource to the store team when customer matters arise requiring leadership support. Assist the store team with any ad hoc customer accommodations (e.g., returns/exchanges, guest recovery accommodations, etc.). Recognize and reinforce excellent customer service interactions and facilitate a “best practice” resource library to be incorporated into training. Ensure all operational standards are upheld (e.g., visual merchandising, store cleanliness, safety processes, etc.). Business Leadership Deeply knowledgeable of business KPIs and responsible for reinforcing communication to the team in a fun and engaging manner. Responsible for opening and closing duties at the beginning and/or end of the business day, setting the store up for success. Serve as an extension of the leadership team when managing ad hoc vendor requests, lia