Team Leader, Customer Experience & Outreach

Energetic and customer-focused, the Team Leader – Customer Experience & Outreach drives sales performance and store excellence by leading, coaching, and developing the sales team. Reporting to the Assistant Store Leader – Design & Trade, you recruit, train, and mentor associates, including holiday hiring support and performance management. You ensure an exceptional in-store customer experience, guiding clienteling, Registry, CBHCC routines, and concierge coaching. Additionally, you support store operations and activations, including events, demonstrations, brand presentation, financial auditing, scheduling, and expense management, while monitoring floor activity and providing ongoing feedback to maximize team and store success.

A day in the life as a Team Leader, Customer Experience & Outreach...

  • Lead designated team and manage associate workload as determined in partnership with the Assistant Store Leader
  • Coach associates on exceptional performance and maintain a strong visible presence in the department/work area
  • In coordination with the Assistant Store Leader, support all aspects of performance and development for the designated team to encourage professional growth
  • Provide specific and timely feedback about performance directly to associates and share observations with the Assistant Store Leader
  • Partner with the Assistant Store Leader to train and develop associates on product knowledge, selling, customer service, operations, visual, policies and procedures, as applicable
  • Possess a complete understanding and awareness of applicable company systems, policies and procedures including loss prevention, security and safety guidelines as outlined in the Crate and Barrel/CB2 Associate Guide
  • Focus on promoting sales as they pertain to, or are driven by, position and acting as the Leader On Duty (LOD)
  • Communicate regularly with the Assistant Store Leader to review business results, execution of plans/strategies, customer feedback and associate performance
  • Ensure all customers are provided gracious, quick and efficient service through setting expectations and modeling behaviors

What you'll bring to the table...

  • Strong communication and interpersonal skills
  • Excellent organizational and time management skills
  • Strong problem solving skills
  • Demonstrated ability to execute and drive results
  • Required to spend significant time on the sales floor, interacting with customers, observing day to day operations, coaching, and helping whenever and wherever needed
  • Ability to work a full time flexible schedule including nights, weekends, and holidays, as needed
  • Majority of time in this role will be spent interacting with customers and associates in the store and ensuring that the store business is running smoothly
  • Ability to be in the store as the Leader on Duty multiple times a week
  • Hourly team members and several leaders within multiple departments will rely on you in the store for everyday operations and ongoing efforts like associate development and performance management

We'd love to hear from you if you have…

  • 1+ years customer service or retail leadership experience
  • Experience with Microsoft Office, Google applications, computer systems and tablet devices
  • Full-Time roles: open availability to work flexible hours on weekdays, evenings and weekends
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...