The Role
Lead in-store customer experience by coaching sales associates, driving sales KPIs, performing bra fittings, handling customer and team conflicts, supporting merchandising and operations, and achieving targets during peak periods.
Summary Generated by Built In
As a Key Lead at Knix, you create a warm, inclusive, and confidence-building experience for every customer and know how to cater towards our customer’s unique needs. You bring the Knix experience to life by listening deeply, offering thoughtful product guidance, and leading with care on the floor and in fitting rooms, setting the standard for how the team shows up for our customers.
You’re comfortable leading in real time - supporting your teammates, confidently navigating a fast-paced environment at peak hours, and fueled by sales targets and metrics to drive action. With a strong sense of ownership and a genuine love for the brand, you build customer loyalty, elevate the in-store experience, and drive consistent performance.
Knix is an award-winning intimate apparel and activewear brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. Launched in 2013, we are one of the fastest-growing intimate apparel brands in North America and are globally recognized as an innovator within the apparel space. We reach over 3 million customers through our online stores, Knix retail locations across North America and channels such as wholesale and Amazon. We are revolutionizing the apparel industry with our best-in-class customer experience, innovative products and brands Knix and Kt by Knix. Come join us if you are looking for a purpose-driven and authentic career!
What's in it for you (Benefits & Perks)
- Competitive Pay - Base Salary plus Monthly Bonus, with performance based pay increases.
- Product Discount - Up to 50% on your favourite Knix products
- Health - Health benefits program that starts on your first day, and access to a mental health & wellness platform that offers therapy and coaching sessions
- Family - A Parental Leave Top-Up Program up to 80% of your salary
- Work Environment - A one-of-a-kind culture that is committed to fostering an inclusive and diverse workplace where all our team members can bring their whole selves to work
- Career Advancement - Monthly, quarterly, and semi-annual awards and recognition and the opportunity to advance in your career - We are growing fast!
About You
- You’re a Knix Ambassador - inspired by our mission, and driven to translate your love for our brand into measurable growth.
- You take ownership of your team’s success - you're a team player who proactively coaches, challenges, and inspires your peers to exceed their targets and deliver first-class customer experiences.
- You thrive in a fast-paced environment, adapt quickly to change, and make confident decisions on the spot.
- You have an understanding of sales targets and KPIs (such as traffic, CVR, AOV, UPT), and can translate insights into clear and impactful actions on the floor.
- You understand the vulnerability of fitting rooms and naturally make others feel comfortable, confident, and supported.
- You aren't just a leader; you’re a closer. You have a deep love for the brand mission, and you express that love by driving the metrics that allow us to grow.
- You’re comfortable handling difficult customer-facing conversations and addressing team performance issues with honesty and care.
- You’re passionate about career growth - you treat feedback as a tool to success and proactively look for opportunities to elevate your performance.
The Opportunity
- Create a comfortable, inclusive, and uplifting end-to-end experience for all Knix customers, leading by example in how we show up on the floor and in fitting rooms.
- Coach and develop Sales Associates in the moment, reinforcing strong behaviors while maintaining a positive, motivating, and fun working environment.
- Dominate your assigned selling periods. You’re responsible for the 'pulse' of the floor, using real-time data and KPIs to coach associates on the fly and ensure we never leave a sale on the table.
- Actively listen to customers' unique needs and guide them to the right Knix products, including bra fittings, to ensure they leave confident and with the perfect fit.
- Stay knowledgeable on our growing product assortment and ensure your team effectively communicates product expertise with customers.
- Confidently navigate challenging interactions with team members and customers, de-escalating situations calmly and constructively.
- Support staff training, visual merchandising, and general operational needs as required.
Qualifications
- 2+ years’ experience in an apparel or lifestyle retail brand environment is preferred.
- Proven experience in a lead or senior role.
- Ability to lead, coach and motivate a team to drive business results while delivering an exceptional customer experience.
- Demonstrated ability to use KPIs and sales insights to support real-time decision-making and drive stronger results during peak hours.
- Resourceful and proactive, with a proven ability to calmly resolve conflicts and de-escalate challenging situations with both team members and customers.
Eligibility Requirements
- Must have the necessary work authorization to be legally employed in Canada and be 18 years of age or older.
- Ability to lift and handle packages weighing up to 25lbs.
- Ability to move efficiently through the store for long periods of time and as needed for an entire shift.
- Part-time employees must be flexible to work 15 to 20 hours per week, up to 29 hours during peak, with availability to work evenings, weekends, and holidays. Full-time employees must be open and flexible availability to ensure business needs are met including evenings, weekends, and holidays.
Employment Type
- Part-time permanent and full-time permanent positions available
Compensation
- $22.70 CAD per hour
Employment Type
- Full-Time and Part-Time Permanent positions available
AI Disclosure Statement
We want to share that we may use artificial intelligence (AI) tools to help us screen and assess applications. While technology helps us stay organized, every hiring decision at Knix is made by real people who care about finding the best addition to our team. We use these tools to support our process, not to replace the human connection that makes our culture special.
How we Hire
Our people are what make Knix, Knix! Our people are passionate and have a strong belief in our mission. Our people are naturally curious and ambitious by nature. Employees feel respected and supported at Knix. We take an inclusive and equitable approach offering the same interview experience to every candidate we meet with. Knix is an equal opportunity employer, we celebrate everyone and their intersecting identities. We know and believe that diverse and inclusive teams empower us to make better decisions and inspire innovation so that we can better serve our customers and community. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives to apply.
Skills Required
- Proven experience in a lead or senior role
- Ability to lead, coach and motivate a team to drive business results
- Demonstrated ability to use KPIs and sales insights for real-time decision-making
- Resourceful and proactive with ability to de-escalate challenging situations
- 2+ years experience in an apparel or lifestyle retail brand environment
- Must have necessary work authorization to be legally employed in Canada and be 18 years or older
- Flexible availability including evenings, weekends, and holidays (part-time and full-time scheduling requirements)
- Ability to lift and handle packages up to 25 lbs
- Ability to move efficiently through the store for long periods during a full shift
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The Company
What We Do
Knix is a direct to consumer intimate apparel brand that is re-inventing intimates for real life. Through our innovative products and our engaged community, we are empowering people everywhere to be unapologetically free. We involve our customers every step of the way and by listening and iterating, we are creating intimate apparel that you'll love to live in. We currently sell a broad array of products including underwear, bras, tanks, t-shirts and loungewear. Launched in 2013, we are one of the fastest growing companies in Canada and globally recognized as an innovator within the apparel space. Learn more at www.knix.com or follow our journey @knix and @ktbyknix on social.
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