Shift Lead

Job Title:            Shift Lead

Organisation:    Dwellings Trinidad

Location:            Gulf City Mall, La Romaine, San Fernando

Reports To:        Retail Business Manager - Trinidad

Job Description     

In partnership with the Store Manager, support and motivate associates to drive sales performance, maintain store standards, and deliver an exceptional customer experience. Assist in overseeing daily store operations, supporting the maintenance of appropriate inventory levels and showroom standards on the sales floor.

Essential Functions          

1. Support the Store Manager in driving the sales team to achieve and exceed individual and store sales targets while maintaining Dwellings’ high customer service standards.
2. Provide leadership and operational oversight during the Store Manager’s scheduled days off by supervising associates, managing store operations, and ensuring opening and closing procedures are completed accurately and securely.
3. Motivate, coach, and support Retail Sales Associates in sales techniques, customer engagement, product knowledge, and company standards to encourage strong team performance.
4. Deliver an exceptional customer experience by identifying customer needs, providing knowledgeable product recommendations and design solutions, and utilizing effective selling techniques to upsell and cross-sell products and services.
5.  Manage customer communication and follow-up regarding quotations, orders, deliveries, service concerns, and complaints while coordinating with relevant departments to ensure timely resolution.
6.  Maintain a strong understanding of current products, pricing, promotions, and industry trends in order to confidently advise customers and support sales objectives.
7. Follow through on special orders, after-sales support, customer requests, and stock availability checks to ensure a seamless customer experience.
8. Ensure the showroom is maintained to company standards, including merchandising, signage accuracy, pricing, cleanliness, organization, and visual presentation. 
9. Accurately process sales transactions using the Point-of-Sale (POS) system, including cash, credit card, cheque, financing, and gift registry transactions, while ensuring merchandise is packaged appropriately.
10. Support and participate in store events, promotional activities, product launches, and external initiatives designed to enhance customer engagement and drive sales.
11. Monitor and maintain overall store operational standards, including safety procedures, housekeeping, visual merchandising, and customer service expectations.
12. Model professionalism and ensure compliance with all company policies, procedures, and operational standards.
13. Collaborate with Customer Experience, Logistics, Operations, Warehouse, and other departments to support efficient communication and smooth day-to-day operations.
14. Foster a positive, respectful, and team-oriented work environment in accordance with the Company’s Code of Conduct.
15. Assist in ensuring the store achieves operational excellence and maintains the premium customer and brand standards expected at Dwellings.
16. Additional duties that may be reasonably assigned within the scope of the position.

Requirements

1. Minimum of 1–2 years’ experience in a retail, customer service, luxury retail, or sales-driven environment, including leadership or supervisory support experience.
2. Demonstrates a high level of motivation and a target-driven mindset.
3. Professional, confident, and customer-focused demeanor.
4. Strong communication and interpersonal skills with the ability to work effectively within a team environment.
5. Ability to remain mobile on the sales floor for extended periods of time.
6. Possession of a valid Police Certificate of Character.
7. Availability to work flexible hours, including evenings, weekends (including Sundays), public holidays, and peak retail periods, including the holiday season, as required by the business.
8. Ability to maintain compliance with Company dress codes, policies, procedures, and grooming standards.
9. Ability to lift and carry medium to large items using appropriate equipment and safe handling practices when required.