Job Title: Community Team Leader
Team: Retail
Location: Costa Mesa, CA
Scope: Customer Service In-Person, CF3
Reports To: Retail Store General Manager
Pay Range: $29.45-$31.95
Benefits: Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement, and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment.
Role Overview:
The Community Team Leader sets the tone for the store’s community building and brings the Patagonia story to life. They lead the Retail Environmental Activism Program and the store's events programming, social media, and local email marketing. As part of the leadership team, they effectively direct and supervise team members on the sales floor to drive an impactful customer experience and lead employees in delivering impeccable customer service. This role is primarily a retail team leader with an average of 8 hours per week spent working on activism and marketing tasks, subject to change based on business needs.
What You’ll Do:
- Community Engagement: Inspire the team to live Patagonia’s purpose, both in the store and in the community. Use the store as a platform for learning and activism, collaborating with local sports and activism communities.
- Customer Service: Deliver best-in-class service by centering the customer in everything we do. Ensure Customer Experience Guides have access to all tools and resources to provide exceptional service.
- Activism: Maintain relevant processes and systems with the Activism Workbook, oversee product donations, tablings, and grants, and serve as a point of contact for local disaster relief or resilience programming. Motivate and manage the team’s completion of their Activism Hours (18 per employee every calendar year).
- Marketing: Plan and execute events, maintain a consistent and engaging Instagram account, build and send monthly newsletters, and collaborate with the team to educate them on Patagonia’s brand marketing campaigns.
- Leadership: Drive engagement, actively coach, identify and delegate daily priorities and growth opportunities for team members, and partner with other members of leadership to address them.
- Training/Hiring: Assist in hiring people who pursue interests related to our products and philosophy. Train fellow employees and support their development through coaching and feedback.
- Development: Use independent judgment to coach and develop the team on communication and ownership skills, support a steady feedback loop, and work to develop employees toward growth within their roles and passions.
- Product and Business Knowledge: Commit to learning about our products, including technical aspects, to support customer service. Seek out information about new products and business services.
- Warehouse: Process shipments, support physical inventory, and restock the sales floor. Assist with sale prep/breakdown, product transfers, donations, etc.
- Visual: Maintain visual store standards for a stronger customer experience by folding, hanging, buffing, steaming, dressing mannequins, stocking the floor, etc.
- Security and Loss Prevention: Practice and support team members in security measures to prevent theft and handle safety situations. Report and resolve concerns quickly to maintain a safe and secure environment.
- Inclusion: Create a supportive, positive, respectful, and harassment-free work environment. Engage in company directives with a team mentality to support the company and personal goals of the team.
- Other Duties: Ensure accuracy in all POS operations and consistently execute all duties of a Customer Experience Guide alongside the team.
Who You Are:
- Environmental Activist: Passionate about communities, the environment, and caring for others. Act locally and inspire the community and coworkers to do the same.
- Customer Service Excellence: Focus on building relationships and go beyond treating the needs of customers with kindness and creativity. Offer proactive coaching to elevate customer service.
- Equitable Operations: Create a culture of belonging that gives people from all backgrounds, identities, and experiences a meaningful voice.
- Quality and Integrity: Produce work that is valuable, complete, and timely while striving for excellence in all job aspects. Drive engagement, be self-driven, and get things done efficiently and effectively.
- Lifelong Learner and Teacher: Lead in an atmosphere that can change, demonstrate sound judgment, solve problems creatively, and give/receive feedback. Have an interest in or eagerness to learn about our products and services.
- Engagement and Coaching: Have an approachable leadership presence, prioritize, delegate, and coach a team. Value and enjoy team-based ideation and problem-solving.
Experience You Bring:
- Community Outreach: Organize, develop, and implement public programs while engaging team and community participation.
- Leadership and Collaboration: Approachable and engaging leadership presence in a team-based environment. Experience as a retail supervisor leading a team and/or supervising others.
- Teaching/Coaching/Training: Foster the development of team members with direct strategies to inspire and support for the betterment of the business. Can give and receive constructive feedback.
- Organization Skills: Proactive organizational skills and attention to detail and accuracy.
- Attention to Detail: Complete tasks while demonstrating concern for all areas and people involved.
- Time Management: Show up ready to work on time every day and meet deadlines or communicate issues cross-functionally.
- Adaptability/Ambiguity: Adapt to changing situations and priorities while maintaining positive workplace morale. Pivot and encourage team engagement when things change.
- Communication: Effective communication skills, both written and verbal. Provide oversight to direct reports for day-to-day tasks and projects.
- Technical Learning: Adept with computer systems and onboarding new systems swiftly, with the ability to teach them to others.
- Problem Solving: Helpful and courteous approach to solving problems and invite innovative ideas.
- Emotional Intelligence: Recognize, understand, and influence emotions of others. Provide consistency in performance and demeanor and assist in conflict management.
Physical Requirements:
- Able to stand/walk for extended periods with working shifts up to 8 hours per day.
- Continually able to reach overhead, bend, squat, kneel, and carry products necessary for customer service, inventory stocking, events, and store merchandising.
- Able to walk up and down a staircase carrying boxes, products, and other necessary items.
- Regularly perform store maintenance duties: sweep, vacuum, empty trash, clean.
- Safely lift up to 55 pounds.
- Comfortable climbing ladders.
Schedule:
Our stores are open seven days a week. The Costa Mesa, CA’s current business hours are 11am to 7pm daily. Current hiring needs are for 30-39 hours with open availability required. Shifts may begin and end up to two hours before and after business hours. Team Leaders are expected to support the opening and closing of our stores and have a minimum availability of one opening shift and one closing shift per week, ensure staff required lunch and rest breaks are accommodated, and be available outside store hours to support the store as needed. Schedules can vary week-to-week, but we are committed to supporting a healthy work-life balance while meeting customer needs. Store work schedules are posted three weeks in advance to give employees the opportunity to plan. You must report to work on time and align with other expectations in our Attendance Policy.
Employee Conduct:
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors. Clarify, educate, and hold ourselves accountable for embedding justice and antiracism throughout our work and culture.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
