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:

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.

Click here to view the candidate privacy policy under FAQ's

We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.

Overview

Our store leaders will help drive our people-first employee experience philosophy rooted in authenticity, integrity, inclusion, equity, and empathy. As a Key Lead, it’s your responsibility to support the overall efforts of the store’s leadership team in creating inspiring and exceptional experiences, and fostering and maintaining a safe, equitable, and inclusive environment for both store teams and customers. Finally, acting as a constant presence on the floor, you will help create an environment in which employees can develop their full potential, fulfilling all core talent competencies and embodying our company values.

As an extension of the store’s leadership team, you will be fully immersed in the store’s FOH and BOH operations. Performance expectations include but are not limited to the following:

Team Leadership

• Support an employee culture that is driven by our people-first employee experience philosophy.
• Deeply understand, embody, and model Glossier’s mission, vision and values: Devoted to the Customer, Inclusive, Curious, Courageous, and Discerning.
• Support an inclusive and equitable work environment and uphold our Code of Conduct and commitment to a work environment that is free from discrimination, harassment, bullying, and intimidation.
• Liaise with the store’s leadership team to maintain clear, open, and ongoing communication as it relates to positive and/or developmental feedback on the store team or any other operational observations.
• Participate in the store’s recognition initiatives, in partnership with the store’s leadership team, supporting a work environment of collaboration, camaraderie, and fun— joy is our language!
• Serve as a deeply knowledgeable resource of our product philosophy and portfolio as well as our operational standards of excellence to the store team.
• Manage coverage needs on a daily basis (meal breaks, rest periods) as well as completing the Editor Zone Charts.
• Lead team communication through shift meetings (morning or afternoon “huddles”), sharing relevant information as needed (business goals, HQ updates, store news, etc.). 

Customer Experience Leadership

• Model and coach Glossier’s customer experience principles, ensuring consistently memorable and inspiring customer and employee experiences. 
• Spend 100% of your time on the sales floor and/or BOH areas as assigned, working directly with customers and the store team.
• Active participation in the Host of the Party (HOP - Manager on Duty/MOD) program.
• Serve as an added resource to the store team when customer matters arise requiring leadership support.
• Assist the store team with any ad hoc customer accommodations (e.g., returns/exchanges, guest recovery accommodations, etc.).
• Recognize and reinforce excellent customer service interactions and facilitate a “best practice” resource library to be incorporated into training.
• Ensure all operational standards are upheld (e.g., visual merchandising, store cleanliness, safety processes, etc.).

Business Leadership

• Deeply knowledgeable of business KPIs and responsible for reinforcing communication to the team in a fun and engaging manner.
• Responsible for opening and closing duties at the beginning and/or end of the business day, setting the store up for success.
• Serve as an extension of the leadership team when managing ad hoc vendor requests, liaising with leadership as needed.
• Deliver on Glossier’s unique retail experience philosophy, optimizing first and foremost for excellence in customer experience, while demonstrating an understanding of ultimate financial impact.
• Support the efforts of building connections within the community, in partnership with the Associate Store Director(s), to strengthen opportunities to network and create new local partnerships for potential events, etc.

Qualifications 

• 2+ years of supervisory experience in a fast-paced retail, customer service, or hospitality environment.
• Experience in promoting and supporting a people-first employee culture, fostering an engaging, welcoming, and inclusive environment.
• Demonstrated ability to employ outstanding communication practices that are ongoing, clear, and structured.
• Proven ability to motivate and inspire teams, maintaining high levels of engagement and strong employee morale.
• Desire and willingness to roll up your sleeves and jump in when the situation requires it.
• Passion for building exceptional, detail-oriented, customer and employee experiences.
• Ability to work a flexible schedule, including evenings, weekends, and holidays required.
• Skilled in executing customer service and operational efficiencies a plus. 

In accordance with the applicable law, the following represents a good faith estimate of the minimum and maximum compensation range for this position:

• The estimated pay range for this role is $20.00 - $21.00 per hour.
• There may be future opportunities for continued pay progression based on continued strong performance in the role.
• Full-time positions are also eligible for a competitive compensation and benefits package. Learn more at the Glossier Career page.

Click here to view the candidate privacy policy under FAQ's

We are an Equal Employment Opportunity (“EEO”) Employer. It has been and will continue to be a fundamental policy of Glossier not to discriminate on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, domestic violence victim status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, caregiver status, unemployment status or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, layoff, and termination.