Sales & Experience Lead (FAO Schwarz Boutique at Nordstrom)

Job Description

The Role at a Glance The Sales & Experience Lead is the heartbeat of the FAO Schwarz boutique at Nordstrom. This is the first-line leader who holds the guest experience together across each character, every demonstration, and multiple interactions, building a team that makes the magic feel effortless. No two shifts look the same. This role thrives on variety, owns its areas with full accountability, and steps up to lead the whole floor when the moment calls for it. Creating the Magic Lead the Floor Set and protect the guest experience standard across all boutique touchpoints, including experiences, demonstrations, sales floor, and register, ensuring every interaction is warm, energetic, theatrical, and consistently on brand. Conduct regular observations across your areas of responsibility, providing direct, specific coaching that raises the bar for performance, guest connection, and sales. Manage guest flow and zoning in real time, adjusting coverage, redeploying the team, and making calls to keep the boutique running at its best throughout the shift. Ensure experience props, costumes, and areas are maintained to standard so the world of the boutique is always ready before guests arrive. Play an active role in special events, activations, and product launches, ensuring the team is briefed, areas are prepared, and every moment lands. Lead the Team Lead and develop a team of Sales & Experience Associates, adapting your coaching style to bring out the best in each person and help each find their confidence across every character, experience, and floor responsibility they carry. Own the onboarding experience for new team members, getting them up to speed quickly and confident in the full range of boutique responsibilities from day one. Recognize strong performance and hold the team accountable when expectations are not met, escalating people concerns when needed. Build selling skills, product knowledge, and experience