Floor Lead (Part-time) - job 1 of 2

The Floor Lead at Mejuri is responsible for overseeing daily store operations, driving customer engagement, and mentoring team members. This role encompasses exceptional customer service delivery, meeting sales KPIs, managing the sales floor, assisting in product launches, and ensuring that the store environment is visually appealing and operationally sound. Additionally, the Floor Lead plays a critical part in executing customer-centric initiatives and maintaining service excellence.

To excel as a Floor Lead at Mejuri, candidates should have experience in high-volume retail environments, strong leadership skills, and a passion for customer service. Essential qualifications include exceptional organizational abilities, critical thinking to resolve challenges, and the adaptability to thrive in a fast-paced setting. Physical requirements involve standing for extended periods and lifting heavy items. A solid understanding of the fine jewelry market or a similar industry is also advantageous.

The Floor Lead contributes significantly to Mejuri's sales performance by driving team motivation, executing effective selling programs and strategies, and fostering strong customer relationships. By coaching and providing immediate feedback to team members, the Floor Lead ensures that sales goals are consistently met. They also play a key role in identifying opportunities for new sales initiatives and maintaining a well-organized sales environment that translates into positive customer experiences.

Team collaboration for the Floor Lead at Mejuri involves working closely with both staff and management to share insights, identify improvement areas, and devise strategies that enhance store performance. The Floor Lead partners with the Visual Lead on merchandising tactics and communicates feedback concerning product displays and sales experiences. By fostering an inclusive team environment, the Floor Lead encourages participation, brainstorming, and feedback, which drives collective success in reaching store objectives.

At Mejuri, the Floor Lead can expect comprehensive training and ongoing support from a dedicated coaching department focused on professional development. New hires receive guidance in critical areas such as product knowledge, sales techniques, and team management. Additionally, semi-annual performance reviews provide constructive feedback and promotion opportunities, ensuring that Floor Leads can grow within the company and develop their skills to foster career advancement.

When discussing your approach to customer service, focus on your philosophy of building relationships and the importance of a personalized experience. Highlight techniques you would use to connect with customers and emphasize how this approach aligns with Mejuri's mission to empower women through luxury jewelry.

Use the STAR method to structure your answer: clearly state the Situation and Task, then outline the Actions you took to lead the team, and conclude with the Results achieved. Make sure to highlight metrics or outcomes that demonstrate your leadership effectiveness and ability to motivate your team toward a common goal.

Explain your conflict resolution strategies by emphasizing listening skills, empathy, and a problem-solving approach. You might use a past experience if applicable, detailing the steps you took to understand the customer's concerns and how you guided them toward a satisfactory resolution that maintained their loyalty to the brand.

Discuss various customer engagement techniques such as clienteling, personalized promotions, and fostering a welcoming shopping environment. Provide examples of initiatives that encourage repeat business or draw new customers, and specify how you would collaborate with team members to implement these strategies effectively.

Share your passion for continuous learning, discussing resources like industry publications, jewelry shows, online courses, or internal training sessions that you utilize to stay informed. Emphasize the importance of product knowledge in providing excellent customer service and how you share this knowledge with your team.

Discuss KPIs relevant to Mejuri, such as sales targets, customer satisfaction scores, team performance, and inventory management. Talk about how you would monitor these metrics and adapt your strategies accordingly for continuous improvement, while also ensuring your team's success and morale.

Outline a structured training plan that includes an introduction to Mejuri’s values, a thorough overview of product knowledge, hands-on selling techniques, and customer service protocols. Engage the new member with shadowing experiences and provide feedback and support to ensure they become a confident and effective member of the team.

Share your insights on key attributes such as leadership skills, communication, adaptability, and a customer-centric attitude. Explain how these attributes contribute to maintaining team morale, driving sales, and ensuring a positive shopping experience for customers, which ultimately aligns with Mejuri's core values.

Emphasize your commitment to constructive feedback and personal development. Discuss strategies for approaching the conversation with empathy and openness, encouraging the team member to share any obstacles they may be facing, and collaboratively developing a plan to improve performance while offering support along the way.

Share your passion for jewelry and the values that Mejuri embodies. Talk about how the company’s commitment to empowering women aligns with your personal and professional beliefs. Convey your enthusiasm for creating exceptional customer experiences and contributing to a brand that actively strives to redefine luxury.