Key Lead (Guildford)

About the role

The position of Key Lead at Knix in Guildford centers on building a warm, inclusive environment where every customer feels understood and confident. In this role, you create welcoming spaces that invite exploration and offer thoughtful guidance tailored to bodies, preferences, and daily routines. You bring the Knix experience to life on the sales floor and in fitting rooms, listening deeply and setting the standard for how the team shows up for every visitor.

You own the floor story, ensuring each interaction reinforces trust and long term connection with the Knix brand. You welcome each arrival, adjusting your approach to maintain a comfortable atmosphere where care guides every conversation. Observing how people move through displays, you refine layouts and suggestions to improve flow and clarity in real time. Leading real time decisions, you keep energy steady when customer volume increases during peak hours, navigating busy periods without losing focus. You guide partners through product details, helping them recommend solutions that address everyday challenges with integrity and accuracy. Coordinating with other departments, you align stock levels, schedules, and priorities to support smooth, consistent service. Tracking performance indicators, you adjust approaches so the team meets goals while preserving the authentic, caring experience Knix is known for. Coaching new colleagues, you share habits that build confidence, consistency, and resilience across shifts, ensuring the team feels supported and prepared. Protecting brand standards, you ensure every fitting room and counter reflects care, accuracy, and respect for each customer.

Knix is an award winning intimate apparel and activewear brand that is reinventing intimates for real life. Through innovative products and an engaged community, the company empowers people everywhere to be unapologetically free. Launched in 2013, Knix is one of the fastest growing intimate apparel brands in North America and is globally recognized as an innovator within the apparel space. The brand reaches over 3 million customers through online stores, Knix retail locations across North America, and channels such as wholesale and Amazon. Knix is revolutionizing the apparel industry with best in class customer experience, innovative products, and brands including Knix and Kt by Knix. This is a purpose driven career for those looking for authenticity and meaning in their work.

Key facts

What you will do

You set the tone for arrivals, welcoming each person and ensuring comfort guides every conversation. You observe customer behavior and adjust displays and recommendations to improve clarity and flow. You lead real time decisions to maintain steady energy during high volume periods. You guide partners through product details so they can recommend solutions that solve practical challenges. You coordinate with other departments to align stock, schedules, and priorities for seamless service. You track performance metrics and adjust methods so the team achieves targets without compromising authenticity. You coach colleagues, sharing habits that build confidence, consistency, and resilience across shifts. You protect brand standards by ensuring fitting rooms and counters demonstrate care, accuracy, and respect. You manage fitting room tidiness and organization to support a smooth, professional experience. You assist with visual merchandising to ensure the space reflects current priorities and brand clarity. You support inventory tasks, including cycle counts, transfers, and new arrivals to keep data accurate and accessible. You contribute to loss prevention efforts by monitoring fitting room activity and maintaining awareness of store operations. You communicate daily priorities to the team, aligning everyone around shared goals for the shift. You escalate customer concerns or operational issues to management promptly and professionally. You participate in regular training sessions and apply learnings to improve your own and team performance. You maintain accurate records of transactions, returns, and adjustments as required by policy. You follow all safety and security protocols to ensure a secure environment for staff and customers. You support special events, promotions, and community initiatives that strengthen local engagement. You represent Knix values in every interaction, demonstrating professionalism and empathy. You adapt to changing priorities throughout the shift, balancing multiple responsibilities with calm focus.

Requirements

You know how to create an atmosphere where customers feel safe, respected, and valued. You can reliably travel between stations while maintaining focus, safety, and attention during demanding hours. You understand Knix collections, including Knix and Kt by Knix, to clearly explain features and benefits. You meet employment criteria, including background checks where local regulations require them for retail roles. You are comfortable using technology, including point of sale systems, to process transactions and access information. You communicate clearly and respectfully with customers and coworkers in person and in writing. You demonstrate reliability and punctuality, showing up prepared to deliver consistent results. You follow instructions accurately and complete tasks according to established standards and timelines. You maintain a professional appearance that aligns with Knix brand expectations. You are willing to learn and apply new procedures as policies or products evolve.

Nice to have

Experience in a similar leadership role within a retail environment. Familiarity with intimate apparel or activewear categories. Comfort discussing fit, function, and lifestyle benefits with customers. Strong problem solving skills and the ability to remain calm under pressure. A demonstrated commitment to inclusion, diversity, and creating belonging. Previous experience coordinating tasks across departments or with logistics teams.

Practical notes

• What you'll do