Job Description

As a Floor Lead, you'll be the heartbeat of the store, leading from the shop floor, inspiring your team, and delivering world-class experiences for every customer who walks through our doors. You'll play a key role in the day-to-day running of the store, bringing energy, positivity, and confidence to every shift. From running morning huddles and driving service standards, to supporting stock flow, visual presentation, and operations, you'll help create an environment where both our community and team can thrive. As a trusted keyholder, you'll step up when needed, taking ownership of store operations and acting as the manager on duty. Above all, you'll lead by example, bringing our values to life through every interaction.
WHAT YOU'LL BE DOING:

• Leading from the shop floor to deliver exceptional, human-first customer experiences.
• Creating an energetic and engaging environment that motivates both customers and teammates.
• Running daily huddles, sharing key business updates, and setting the team up for success.
• Providing real-time coaching, feedback, and support to help colleagues grow and perform at their best.
• Supporting customers with product recommendations, outfit building, and finding the right solutions for their needs.
• Driving sales performance through confident product knowledge, upselling, cross-selling, and membership conversations.
• Taking ownership of shop floor standards, ensuring visual merchandising, cleanliness, availability, and presentation are always on point.
• Supporting operational excellence through stock management, delivery processing, replenishment, and back-of-house organisation.
• Acting as a keyholder, completing opening and closing procedures safely and accurately.
• Confidently stepping in as the sole manager on duty when required, making decisions that support the customer, team, and business.
• Managing customer queries and escalations with empathy, professionalism, and sound judgement.
• Supporting store priorities during peak trading periods, adapting quickly to changing business needs.

WHAT YOU'LL NEED:

Essential Criteria:

• Previous experience in a leadership role, with a proven ability to coach, support, and develop others.
• Experience working within a retail environment, either on the sales floor or within store operations.
• Previous keyholder experience.
• A passion for delivering outstanding customer service in a fast-paced retail environment.
• Strong commercial awareness and confidence in identifying sales opportunities.
• The ability to multitask while maintaining high standards across service, operations, and presentation.
• Excellent communication skills and a collaborative approach to working with others.
• A positive, energetic, and values-driven mindset.
• The ability to remain calm, adaptable, and solutions-focused in a fast-moving environment.
• An openness to feedback, continuous learning, and personal development.
• A genuine passion for fitness, wellness, community, or sport.
• Valid Right to Work in the UK.