Team Lead, Natick Mall

Who we are

About The Black Tux 

We’re here to help people look their best and feel confident—for big days and everyday. We design and manufacture modern formal wear with an incredible fit by sourcing natural fabrics like merino wool, breathable linen and cotton, plush velvet, and luxurious silk from the finest textile mills. With expert stylists in our physical showrooms across the US, our online predictive fit process, and an industry-leading customer service team, we guarantee a perfect fit every time.

About the teamThe Black Tux (TBT) is seeking a motivated and customer-focused showroom lead to join our team at Nordstrom. As a lead, you will prioritize an elevated customer experience, guide the team to achieve operational excellence and uphold organizational, visual, and cultural standards. You will work closely with the TBT Area Manager to support revenue goals, foster team development, and maintain exceptional showroom standards.

What You’ll Do

The Nordstrom Lead plays a vital role in supporting the foundation for our showroom business and contributing to the overall success of the team through exceptional organizational, operational, and customer experience actions. Being the face of The Black Tux, associates have an immediate and direct impact on the success of the business. Our team not only provides an exceptional fitting appointment, they also assist customers through various stages of their event life cycle. From look conception to fruition; aiding in styling, event setup and checkout.  This role supports the showroom’s revenue goals while fostering an environment of collaboration, innovation, and elevated customer service.

• Lead by example in delivering an exceptional customer experience while ensuring the team adheres to TBT’s cultural values.

• Build strong customer relationships through engaging and personalized interactions.

• Actively listen to customers, suggest style choices aligned with their preferences, and connect those choices to key performance indicators (KPIs).

• Resolve escalated customer issues with professionalism and expertise.

• Support the TBT Area Manager in creating a cohesive and collaborative team environment by identifying and articulating opportunities for improvement.

• Provide constructive feedback and coaching to associates, fostering growth and alignment with TBT values.

• Assist in training new hires, ensuring they develop expertise in TBT platforms, customer engagement, and product knowledge.

• Disseminate critical information to the team and Nordstrom leadership to ensure alignment.

• Ensure showroom visual, organizational, and cleanliness standards are consistently maintained.

• Oversee inventory tasks, including supply requests, cycle counts, and damage processing.

• Ensure accuracy in appointment completion and follow up on audits as necessary.

• Develop an expert-level understanding of TBT platforms, menswear fitting and measuring techniques, and product knowledge to support elevated customer interactions and team training.

• Own TBT clienteling tools which include conversion trackers and pre/post appointments communication.

• Proven experience serving as a leader or point person within a retail or customer service-based industry.
  Highly effective in both written and verbal communication, with a focus on clarity, professionalism, and active listening.

• A passion for delivering exceptional customer service, with keen attention to detail and a commitment to exceeding customer expectations.

• Self-starter with an entrepreneurial spirit.

• Strong ability to build and maintain relationships with customers, peers, and employees through effective communication and follow-through.

• Proficiency in Apple products, MS Office Suite, and Google Platforms, with the ability to quickly learn new tools and platforms.

• Strong interpersonal and communication skills with the ability to give and receive feedback effectively.

• Experience working in menswear and/or with startup environments is preferred.

• Ability to manage multiple priorities and inspire a team in a dynamic environment.

• Ability to maintain composure under pressure.

• You have a flexible schedule with the ability to work all necessary shifts to support the business which includes both weekend days.