Brand Lead
Reports to: General Brand Manager Location: Forever 21 Stores
The Lead Role
The Lead fosters teamwork while supporting the ongoing success of all operational and service functions within the store which includes all aspects of the customer service experience, cash handling procedures, POS, stock replenishment, maintaining visual integrity, merchandising, and fitting room maintenance.
The Lead will be the driver in customer satisfaction by demonstrating and maintaining a customer first mentality.
Duties/Responsibilities

• Consistently creates a welcoming environment and experience for the customer.
• Quickly responds to customer inquiries and needs and assists other Leads and Brand Ambassadors

when needed.

• Demonstrates a can-do attitude and proactively seeks opportunities to deliver exceptional customer

service.

• Applies above average selling skills to engage with customers and provide knowledge of the brand.
• Follows the Company’s Customer FIRST model (Friendly Greeting, Identifying Needs, Responding,

Suggesting & Styling and Thanking).

• Leads the customer service experience by setting the pace and standards for all employees and

promoting company programs while providing feedback to other Leads and Brand Ambassadors.

• Identified as a specialist associate that can be a role model in all functions of the store.
• Spends at least 60% of the shift performing Leader on Duty tasks.
• Coordinates the go-back process and replenishment from the fitting rooms, cash wrap, and sales floor

areas by educating and providing feedback to Brand Ambassadors.

• Ensures that POS is reconciled with accurate balances and all deposits prepared as defined through

policy and procedures.

• Supports sales productivity programs and highlights best practices on the sales floor and fitting room

utilizing company recognition and incentive programs.

• Partners with visual merchandising team to ensure proper flexing and maintenance of merchandise

presentation.

• Leads overall store earning by driving top line sales while managing controllable contribution.
• Understands and utilizes daily sales reports to direct and prioritize tasks.
• Adapts to a fast-paced environment, capable of managing multiple priorities at once.
• Supports all management, visual and sales teams consistently. Provides support in all cross functional

departments, including but not limited to, store maintenance.

• Helps set the tone and standards that drive customer satisfaction and that will lead the business to be

recognizable within the market.
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Knowledge, Skills, and Qualifications

• Must have a high school degree or equivalent.
• Minimum of one year of retail sales experience and previous cash handling experience is preferred.
• Must be energetic and charismatic.
• Must have excellent communication, organizational and time management skills.
• Must have excellent interpersonal skills and be able to act with integrity and business maturity to

ensure that all business is conducted without bias or prejudice.

• Must be able to complete sales transactions in POS register system.
• Must be able to able to work under close supervision and comprehend detailed instruction.
• Must be able to spend up to 100% of the working time standing and walking.
• Must be available to work a flexible schedule to meet the needs of the business, which may include

closing shifts, weekends and holiday shifts.

• Must be able to lift and carry up to 50 lbs., perform frequent standing, walking, repetitive finger, hand

Job Type: Part-time

Pay: From $15.00 per hour

Benefits:

• Employee discount

Shift:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: One location