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About the role
Overview
We are a people-powered ecosystem, brought to life by engaging online and offline experiences. In 11 years, we have built an iconic brand that goes far beyond beauty. Our brand is built on trusted emotional connection, empathy, and consistency in how we show up for people every day. We are woven into everyday moments of people’s lives, becoming part of their routines, their self-expression, and their confidence. We are defined not just by what we make, but by how we make people feel and the relationships we build over time. Our north-star values are to be Human, Curious, Playful, and Helpful. We are driven by a shared mission to become the Most Loved Lifestyle Brand in the World.
Our store teams operate in environments fueled by our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy. As an Editor, it is your job to ensure the customer experience lives through with our product, its presentation, packaging, and care. Driven by an authentic desire to collaborate and engage with others, you will inspire and create exceptional experiences for our customers as they discover and deepen their connection with our brand through our products - whether in-store, picking up an online order, or processing a return or exchange. As an avid team player, you will collaborate with all members of the store team to ensure every customer touchpoint throughout their experience is cohesive and seamless. Known for being optimistic and able to find joy with everyday interactions, you will help set the tone for the overall culture within the store team - joy is our language! Editors will be part of a team of impassioned storytellers, driven by curiosity and the power of the Glossier community, reimagining the future of beauty one experience at a time.
As part of the store’s team, you will be fully immersed in every aspect of our customers’ journeys as they visit our stores. Therefore, as an Editor, you will be trained in all aspects of the store operation, including our customer-facing and back-of-house operations. You will assist with coverage and will be equipped to work in both environments, front and back of the house. Having a holistic understanding of the customer journey, from start to finish, will strengthen our team’s abilities when assisting customers with any and all inquiries - with leadership guidance and support as needed. Performance expectations include but are not limited to the following:
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Customer Experience
Embody Glossier’s core values of Devoted to the Customer, Inclusive, Courageous, Curious, Discerning, and Results Driven in everything you do.
Model and coach Glossier’s customer experience principles, as defined by Glossier’s Selling Ceremony, ensuring consistently memorable and inspiring experiences that begin in-store and continue post-store visit..
Become an expert on the entire portfolio of products, with an active working knowledge on product basics, key benefits, application, formula, customer recommendations, and care.
Following the principles of Glossier’s Selling Ceremony, lead inclusive and interactive product engagement, focusing on demonstrations, applications, recommendations, and routine building, with all customers.
Lead meaningful customer interactions with a hospitality mindset during in-store events such as master classes, promotional activations, and other in-store initiatives as communicated by store leadership.
Focus on mastering selling behaviors in the pursuit of meeting and exceeding business objectives, with careful attention to key performance indicators (e.g., AOV, UPT, etc.).
Develop and nurture relationships with new and repeat customers, frequently engaging them pre and post visits to share details on communication on promotional events, follow-up on purchases, or just checking in!) by way of consistent and thoughtful clienteling efforts.
Master all of our customer service expectations, following our training fundamentals, becoming an exemplary Editor and advisor to existing and new team members.
Monitor customer feedback, working with your store’s leadership team, to share information with key stakeholders accordingly.
Become a brand ambassador, fully versed in all aspects of the Glossier brand and experience!
Teamwork
Operate with optimism and joy— having fun is not only allowed, it’s encouraged!Share sustained excitement with the Glossier community on product launches, activations, and special events as executed by store leadership.Be a safety champion for all! Safely completing all work responsibilities and ensuring the work environment is free of safety hazards, immediately reporting any concerns to management when applicable.
Partner with store leadership to effectively communicate feedback on inventory logistics, packaging, and customer feedback regarding their physical experience with our products.
Serve as a product guru and an added resource for product demonstrations (especially for new hires, cross-training team members, or new product launches), in partnership with store leadership.
Outstanding collaborator, able to partner with all members of the leadership and store team in the fulfillment of special projects and/or assignments.
Operational Excellence
Take pride and careful care of inventory, store facilities (both, front and back of house spaces), and company equipment and technology, with a focus on upkeep, organization, and safety.
Adhere to safety standards as defined by the store leadership team, in accordance with federal and state guidelines.
Restock and replenish inventory in accordance with business and operational standards by leveraging the expertise of inventory management systems, inventory reporting, and store logistics.
Focus on inventory accuracy, following a meticulous, yet expeditious, mindset when fulfilling customer orders.
Receive, manage, and inspect shipment receipts in a careful and thorough manner to ensure accuracy and quality, and diligently report discrepancies accordingly.
Active participant in visual projects (e.g., new display activations, floor moves, product launches, brand events, etc.).
Uphold all uniform standards, closely following presentation guidelines.
Become an expert in all operational procedures of the store, both in front and back of house operations, with a focus on providing support to newly hired team members.
Observe strict confidentiality, particularly as it pertains to handling sensitive information (such as customer information, product launches, company programming, etc.).
Skillful multitasker, able to accommodate multiple customer requests at a time without compromising service standards of excellence.
Qualifications
Passion for creating memorable experiences through meaningful personal interactions– i.e. true people enthusiasts!
An effective collaborator in nature, driven by the power of teamwork, who thrives in group settings.
Positive, willing to learn and grow, and motivated to perform in fast-paced environments.
Highly adaptable with an impeccable ability to multitask.
An advocate for all members of our community, promoting inclusion and belonging - always.
Demonstrated ability to show empathy and understanding while still driving action.
Driven by operational excellence, understanding the logistics of a retail operation in order for the customer experience to be one that is operationally seamless and memorable.
Desire and willingness to roll up your sleeves and jump in when the situation requires it.
Ability to work a flexible schedule, including evenings, weekends, and holidays required.
Prior experience with POS (point of sale) or inventory management systems a plus.
Demonstrated ability to drive sales without compromising a hospitality mindset.
2+ years of experience in a fast-paced retail or hospitality environment a plus.
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