OPEN TODAY 10:00 AM TO 9:30 PM

Regular Hours

  • Monday - Thursday10:00 AM - 8:00 PM
  • Friday - Saturday10:00 AM - 9:30 PM
  • Sunday11:00 AM - 7:00 PM



Forever 21


The Lead position will support the success of all operational and visual functions in the store. This includes all aspects of the customer service experience, cash handling, operations compliance, as well as styling, processing and placing merchandise to create an aesthetically pleasing store according to company guidelines. The Lead will drive sales, productivity, and operational excellence by promoting our products, programs and producing the highest quality shopping experience for our customers.

Job Requirements

Knowledge, Skills, and Qualifications:

  • Must be skilled in coaching and training, sales generation and customer service
  • Must have superior communication, organizational and time management skills
  • Must be able to develop and train others, including delegating tasks and following-up
  • Must be able to lift and carry up to 50 lbs., perform frequent standing, walking, repetitive finger, hand and wrist motions, as
    well as bending, stooping, reaching, squatting, kneeling, pushing, pulling, climbing ladders, and work with cleaning
  • Must be available to work a flexible schedule to meet the needs of the business, including a minimum of 2 closing shifts per
    week and 2 full weekends per month
  • Must be at least 18 years old with a high school diploma or equivalent. College degree and/or relevant retail work
    experience preferred
  • Must have at least 1 year of retail experience. Prior supervisory or management experience preferred



  • Consistently creates a welcoming environment and experience for the customer by always maintaining a customer first mentality
  • Demonstrates a can-do attitude and proactively seeks opportunities to deliver exceptional customer service
  • Adaptable to a fast-paced environment and capable of managing multiple priorities at once
  • Acts as a role model to Brand Ambassadors in areas of customer service, driving sales, cash management, inventory and follow-up with customers
  • Acts as a mentor to the Brand Ambassadors by following the Company’s Customer FIRST model (Friendly Greeting, Identifying Needs, Responding, Suggesting & Styling and Thanking)
  • Educates and provides feedback to Brand Ambassadors on increasing sales through service standards, product knowledge, store presentation, and replenishment
  • Trains, coaches, and directs Brand Ambassadors on merchandise handling, shipment processing, merchandise presentation, and visual techniques as needed
  • Evaluates customer surveys to assist with the execution of any action plan to enhance the customer’s in-store experience.
  • Responsible for facilitating new hire onboarding and training courses for various skill levels
  • Arranges and executes suitable and effective training solutions for employees based on performance
  • Supports daily merchandising, styling, floor set planning and execution, replenishment, launches, updates, shipment, zero
    selling reports, loss prevention, and service
  • Ensures floor is replenished per company guidelines which includes following up with staff to ensure accuracy
  • Ensures service, merchandising, and operational standards are met through company-defined practices and processes
  • Partners with the leadership team to make product placement adjustments based on selling, inventory ownership, and
    merchandising reports
  • Leads the overall store earnings by driving top line sales while managing controllable contribution.
  • Spends at least 60% of the shift performing Leader On Duty tasks