Job Description

Summary:

The Customer Experience Supervisor plays a vital leadership role in the store, responsible for driving daily sales, delivering exceptional customer experiences, and ensuring smooth, efficient operations. This position requires strong styling expertise, a proactive approach to client engagement, and the ability to lead by example. In addition to driving floor performance, this role oversees key operational functions such as opening and closing procedures, zone management, fitting room oversight, and supporting visual merchandising execution.

As a trusted floor leader, the Customer Experience Supervisor works closely with the Store Manager and Assistant Store Manager to coach team members, maintain brand and service standards, and consistently meet or exceed performance goals. This role balances both client-facing responsibilities and back-of-house operational excellence to support a seamless and elevated store experience.

Sales Expectations

• Actively drive daily sales and key performance indicators (KPIs) through exceptional styling and consistent client engagement.
• Consistently meet and exceed individual and team performance metrics.
• Support sales tracking and reporting to foster team awareness and accountability.
• Contribute to in-store events and promotions to increase traffic and drive conversion.
• Offer timely, constructive performance feedback to leadership to support growth.
• Possesses strong business acumen. Notices trends in KPI’s and is able to create clear action plans that provide results in order to increase store profitability.
• Utilizes sales reports on POS to track and analyze business.

Customer Experience & Sales Floor Leadership

• Create a welcoming, high-energy environment that reflects the brand experience.
• Coach team members in delivering elevated styling sessions and closing fitting room interactions.
• Champion reapproach, upselling, and clienteling to maximize conversion.
• Provide real-time coaching on customer engagement, product knowledge, and service excellence.
• Drive POS conversions and styling appointments to support customer retention and revenue growth.
• Deliver elevated, personalized styling sessions as a trusted style authority.
• Lead fitting room conversion through thoughtful reapproaches, complete looks, and curated product suggestions.
• Stay informed on new arrivals, fit guides, and trend direction to confidently influence purchases.
• Mentor team members on foundational styling principles—silhouettes, color theory, and brand voice.
• Maintain high standards in styling zones, ensuring brand alignment and visual consistency.

Talent Support & Accountability

• Lead by example during MOD shifts, modeling best practices in service and performance.
• Support onboarding by offering hands-on coaching and immediate feedback to new hires.
• Contribute to daily team check-ins and communicate clear shift objectives.
• Reinforce dress code, brand voice, and service standards consistently.
• Cultivate a culture of accountability, positivity, and results across the team.

Operations Accountability

• Performs and supervises store opening and closing procedures following American Threads policies. This includes but is not limited to counting funds, opening and closing registers, completing nightly cash deposits, and securing the facility.
• Assign and oversee sales floor zones based on traffic flow and team strengths.
• Maintain cleanliness and organization across fitting rooms and the sales floor.
• Serve as the primary store contact during MOD shifts, escalating issues to leadership as appropriate.
• Maintain strong product knowledge and support visual merchandising initiatives during shifts.
• Manages controllable expenses and oversees American Threads loss prevention policies and procedures are being executed.
• Ensures the adherence to American Threads policies and the safety of store associates and customers.

Benefits:

• 40% Employee Discount
• 401(k) with Company Matching
• Health Insurance Options
• Paid Time Off (PTO)

Skills & Qualifications:

• High school diploma or equivalent
• Minimum 1 year of experience in a retail or fashion-focused sales role
• Demonstrated ability to meet or exceed sales goals
• Strong communication and time management skills
• Ability to lead with confidence and motivate peers
• Flexible schedule including weekends, nights, and holidays
• Passion for fashion, styling, and customer connection
• Must be 18 years of age or older

Physical Requirements:

• Able to stand or walk for extended periods (up to 8 hours)
• Must be able to lift up to 40 lbs.
• Frequent reaching, bending, and lifting
• Comfortable climbing a ladder when needed

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