Key Holder

Overview

The Key Holder supports the Management team in leading store sales efforts and operational execution. This role focuses on delivering outstanding customer experiences, driving profitable sales growth, and fostering a high-performance culture by modeling La Senza selling behaviors. Key Holders embody company values and represent the brand consistently.

Role and Responsibilities

• Perform sales associate duties while driving profitable sales growth by owning specific segments.
• Assist Management in fostering a consistently positive customer experience through demonstration of company selling behaviors.
• Help create and maintain a safe and positive workplace, assist in resolving employee relations issues using La Senza's coaching methods, and support all company initiatives to aid retention.
• Build and maintain strong customer relationships by demonstrating expert product knowledge and delivering excellent service.
• Lead the La Senza selling model confidently, passionately, and with expertise.
• Promote teamwork across store areas to ensure smooth customer journeys.
• Manage and resolve customer service issues effectively.
• Support Management by creating and communicating action plans to improve results, overseeing operational activities, and controlling labor costs and expenses.
• Handle opening and closing procedures, including processing end-of-day paperwork, cash management, and daily sales reconciliation.
• Adhere to standard operating procedures, handling damages, transfers, compliance, and supporting inventory processes to minimize shrinkage.
• Maintain compelling visual merchandising and presentation standards, and implement sell-down strategies as needed.
• Ensure efficient replenishment so sales floor remains fully stocked with varied styles, colors, and sizes meeting brand guidelines.
• Exhibit professionalism and behaviors aligned with company values.

Qualifications

• Capability to promote exceptional customer service aligned with the company’s selling model.
• Strong delegation, communication, and follow-up skills across organizational levels.
• Experience coaching and partnering with Management on employee performance management.
• Business insight coupled with strategic thinking and analytical proficiency.
• Prior supervisory or management experience is required.
• Ability to work a flexible schedule including evenings, weekends, and holidays.
• Competent in managing multiple priorities effectively using time management and organizational abilities.
• Professional demeanor that supports brand and company standards.