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Store Experience Director
Rent the Runway
Chicago, IL, United States
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About Retail Rent the Runway:
Rent the Runway is disrupting the $1.7 trillion global fashion industry by introducing clothing rental as a utility in women’s everyday lives and empowering women to feel like their best selves everyday. We have pioneered the Closet in the Cloud and believe that every person globally will soon have a subscription to fashion. Since our launch in late 2009, we have raised $210M from top-tier investors and built one of the most beloved brands on earth. We are proud to be both a profitable and high-growth business, with a loyal 8 million -strong customer base who share the experience of renting as being empowering and smart.
Our 1000+ employees have a revolutionary spirit that permeates our culture. We’ve built - proprietary technology, a one-of-a-kind reverse logistics operation, stores of the future, a viral brand, relationships with hundreds of fashion brands - and we are obsessed with continuing to game change our customer experience. We are also trying to revolutionize entrepreneurship itself - proving that diverse teams produce outsized impact. The Rent the Runway Foundation, which our two co-founders launched together in 2015, helps tens of thousands of female entrepreneurs build and scale their own businesses with the mission of founders more clearly representing the demographics of this country.
Position Overview:
As the Store Experience Director, you will be responsible for leading a business with untapped potential. You will be a key player in the growth of the RTR retail landscape for a service-oriented, ever evolving and shifting startup retail location. You will work to develop a 5-star customer service team that delivers amazing service to each and every customer, and comes with an operational expertise to develop our back of house. The Store Experience Director will build and network with local businesses and be an active member of the community!
Responsibilities:
Leadership:
• Responsible for building a high performance team of managers, leads and specialists, while acting as a mentor and creating and maintaining a talent pipeline.
• Act as a leader and point person to the team by providing guidance, constructive feedback, and demonstrating strong problem solving abilities in a customer facing environment
• Create and implement trainings to drive a customer-first culture in store
• Actively communicates to RTR corporate on opportunities in customer service, marketing and technology to better service our in-store and online customers
• Ensure that store team is in compliance with all company policies and procedures, and support Regional Director in relevant projects
Customer Experience:
• Ability to deliver 5 star service to each and every customer while scaling our repeat business.
• Ensures customer expectation is exceeded at each visit and maintaining an environment focused on the customer first model
• Present on the retail floor, as a floor manager for a minimum of 25 hours per week
• Proactively demonstrates a “go the extra mile” mindset
• Be inventive and create additional business opportunities while supporting our growing subscription model
• Lead and execute marketing and promotional events
Productivity:
• Achieve or exceed financial plans through effective planning and management to grow the retail business, and ensure disciplined control of all store expenses and payroll
• Create and implement strategies to further subscription model
• Exceed expectations in customer satisfaction metrics
• Maintain positive online reputation on various outlets
• Responsible for meeting store goals and key metrics while holding team members accountable for overall and individual goals
• Under the direction of the Regional Director, performs/completes other additional projects, duties, and assignments as required and/or by request
Operational Excellence:
• Ensure that Company standards are upheld in merchandising, visual presentations, housekeeping and loss prevention
• Ensure operational excellence with regard to all back of the house operations including stockroom maintenance, merchandise paperwork, payroll, and scheduling
• Ensure all opening and closing store procedures occur in a timely and efficient manner
Qualifications:
• 7-10 years management experience in the service or fashion industry (depending upon the volume of the business) with a proven track record of successfully managing a team
• Ability to multi-task and coordinate ongoing projects, plans and people development
• Works well under pressure and meeting tight deadlines
• Love of brainstorming, problem-solving, being creative and resourceful
• Training, interviewing, planning, organizational, and performance management skills
• Technically savvy and proficiency with MS Office; Outlook, Excel, Word
• Strong analytical and communication skills - verbal and written
• Entrepreneurial mindset with the ability to react to business trends and identify areas of opportunity
• Proven track record in attendance and performance
• Dedicated to high level of client service and revenue productivity
• Must be able to work while standing and walking and be able to lift approx 20 lbs
• Supplemental info: provide any other additional information (e.g. access to vehicle, ability to travel, etc.)
• Flexible schedule and ability to commit to a minimum of 45 hours per week including nights and weekends