Lead Stylist

The Lead Stylist is responsible for providing and maintaining a positive, empathetic, and professional service, interaction with all customers to ensure 5-Star Customer Service. Lead Stylists are responsible for providing 5-Star Customer Service to all David’s Bridal customers, achieving sales goals and productivity by using the 5-Step Selling Process, and performing duties related to the presentation and operations of the store. This Team Member reports to the Sales Manager, in partnership with the Store Manager. Lead Stylists are brand ambassadors and demonstrate the critical success factors of the David’s Bridal brand. The Lead Stylist will be called on to open the store and support the sales floor, as the Floor Manager, when a member of management is out on benefit time. They must have flexible availability. This role is a developmental role for advancement to the Sales Manager.

Essential Job Functions:

Customer Focus

• Welcome all customers with enthusiasm over the phone, virtual chats and in person, communicates clearly and concisely adapting style to suit customers. Clearly and concisely adapt style to suit customers by problem solving, excellent phone skills and resolving conflict.
• Use all systems to manage the customer flow to deliver 5-Star Customer Experience.
• Responsible for providing 5-Star Customer Service to multiple customers at one time and contributes to the store achievement customer service metrics. Proactively address customer concerns with confidence. Know when to escalate and partner with leadership team.
• Prepares for customer appointments by reviewing the customer profiles, favorites and preparing fitting room.
• Builds a relationship by welcoming customers to the store, asking questions and listening to understand customer expectations and needs (emotional and practical).
• Strives to identify the perfect gown/dress in the customer’s first three try-ons.
• Sets future appointments aligning to customer needs; follows up with customers to remind/set future sales.
• Communicate how Alterations can play an important role in perfecting the dress for her event in partnership with Alterations. Promotes all Alterations services and personalization options. Partners with Alterations Specialists to set up appointments to personalize and fit gowns/dresses. Assists store team in achieving a goal of 80% conversion of brides sold to Alteration’s appointments.
• Ensure proper measurements are taken and entered into each event as required for ordering dresses and minimize returns and exchanges.
• Supports sales and service by performing elements of floor management role when directed.
• Maintains store-standards (clean, organized, promotional readiness) to support a flawless shopping experience. Reports any broken or damaged equipment to store management.
• Offers David’s Bridal loyalty & partners program to support and promote one stop for all life events.

Analyzing & Decision Making

• Respond promptly to all customer questions providing product and service information. Builds relationships to meet or exceed customer satisfaction and loyalty.
• Ensures accurate cash handling procedures. Returns/exchanges are completed per policy and procedure.
• Business acumen: knowledgeable of internal business end-to-end processes and priorities.

Managing Performance

• Works to achieve all daily, weekly, and monthly routines while planning time effectively.
• Maintain David’s Bridal hourly sales productivity standards by utilizing the 5-Step Selling Process.
• Supports all Cash Wrap behaviors and processes transactions with accuracy to make every customer feel celebrated. (Ask about shopping experience, sell additional add-ons and promote services, confirm contact information, review receipt/polices, and schedule all future appointments). Maintains knowledge of and follows procedures for special order dresses.
• Consistently achieves a 65% or greater platform conversion.
• Consistently achieves add-on goals, headpiece 75%, foundations 10% and shoes 20%
• Sets come back appointments for the complete wedding party including Bridesmaids, Mother-of-the-Bride and Flower Girl.
• Becomes the trusted advisor to their customer by completing training in a timely manner and continually building product knowledge and fashion trend expertise.
• Strives to become a Circle of Excellence member by exceeding sales targets.

Managing Change

• Executes new processes, behaviors, contests, and programs as assigned.
• Performs duties and tasks as assigned by store management including:

o Promotion and sign set up

o Merchandising and visual changes

o Markdowns and inventory counts 

Gaining Commitment

• Actively supports the store team to achieve sales, service, team bonus, and operational goals.
• Adapts style to influence team members.
• Monitors customer reviews and mystery shops.
• Helps to resolve customer service issues using LAST model before involving a manager.
• Accurately clock-in and out for all scheduled shifts, breaks and meals.
• Follows all loss prevention, security processes and policies at all times.

Developing Self & Others

• Focus on own development and learning, complete all training as assigned for on-going development.
• Brings others along on the journey by communicating a compelling and inspired vision to the customer and peers.
• Celebrate successes of team members. Shares sales expertise and product knowledge with fellow Stylists
• Open to coaching and feedback to improve behaviors and/or processes. Capitalizes on feedback from coaching
• Cultivates a collaborative and high-performing culture through role-modeling.
• Is relied on to support team members for training and mentoring.
• Completes all required DB Engaged training courses within the first 90 days and remains current with DB Engaged Curriculum

Competencies:

Personal integrity

• Match words with actions to build trust and respect.

Drive

• Strive to achieve results through determination and commitment.
• Keep going during difficult or challenging times/situations.

Teamwork

• Build and maintain positive relationships within and across teams.

Physical Demands:

While performing the duties of this job, the employee is occasionally required to stand, walk, and sit for extended periods of time; reach for tools and objects with hands and arms; climb stairs; stoop, kneel, crouch, or crawl; and talk to and hear customers. The employee must occasionally lift up to 25 pounds. The employee must be able to see up close and at a distance, as well as use peripheral vision and depth perception, and be able to look at, read, and use a computer for long periods of time

Education & Credentials:

High school diploma or an equivalent degree or 1-2 years prior retail experience in an apparel, service or specialty store environment. Prior experience with computerized POS system.