The Customer Experience Lead (CXL) is an hourly key holder who helps lead the store during assigned shifts and ensures an exceptional customer experience. This role serves as Manager on Duty (MOD) when the Store Manager and Assistant Manager are not present.

The CXL is a floor leader first, focused on delivering Fit2Run’s Fit process, supporting the team in real time, and ensuring smooth store operations throughout their shift.

Key Responsibilities

Sales & Customer Experience

The CXL delivers the Fit2Run Fit process with every guest and leads by example through strong selling behaviors and product knowledge.

They support team members on the floor to improve conversion and average transaction value while helping resolve customer concerns and escalating when needed.

This role helps maintain a high-energy, service-focused environment that reflects Fit2Run standards.

 Shift Leadership (MOD)

During assigned shifts, the CXL serves as Manager on Duty and is responsible for opening and closing the store following company procedures.

They help direct the flow of the business by delegating tasks, ensuring completion of daily responsibilities, and monitoring floor coverage.

The CXL addresses immediate operational or customer issues and communicates with the leadership team as needed, escalating situations appropriately.

 Team Support & Coaching

The CXL provides in-the-moment coaching and support to team members while reinforcing company standards, service expectations, and policies.

They assist with onboarding and training new associates when needed and model professionalism, accountability, and teamwork.

 Operations & Store Standards

This role supports daily operations by maintaining store cleanliness, organization, and visual presentation. he CXL executes opening and closing procedures, supports promotions and product launches, and helps ensure the store is operating efficiently during each shift.

 Inventory & Merchandising

The CXL assists with restocking merchandise, maintaining visual standards, and supporting inventory organization to ensure product is readily available for customers.

 Key Performance Expectations

The Customer Experience Lead is expected to deliver strong individual sales results, provide consistent leadership during assigned shifts, and ensure smooth store operations when acting as Manager on Duty.

This role supports a high level of customer experience and contributes to overall team performance.

 Qualifications

Candidates should have at least one year of retail or customer service experience, with prior leadership or key holder experience preferred.

Strong communication and problem-solving skills are essential, along with the ability to lead in a fast-paced, customer-focused environment.

Reliability, accountability, and flexible availability, including evenings, weekends, and holidays, are required.

 Physical & Work Requirements

This role requires the ability to stand and walk for extended periods, lift up to 40 pounds, and frequently interact with customers and team members.

The position is primarily active and floor-based.

 Fit2Run Expectations

The CXL leads through service, energy, and example while supporting team success and store performance during each shift.

They are expected to follow company policies and escalate concerns appropriately.

At Fit2Run, we don’t just hire Retail Sales Associates—we build future leaders.

This role is about more than selling shoes. It’s about understanding people, solving problems, and helping every guest find the right fit for their goals. Whether someone is training for their first 5K, walking for wellness, or chasing a new personal best, you’ll be part of their journey.

Through our one-of-a-kind Fit2Run Fit process, you’ll learn how to assess, educate, and guide customers to the best possible solution. No prior running experience? No problem. We’ll teach you everything you need to know.

Many of our Store Managers, leaders, and corporate team members started right here—as Retail Sales Associates.

What You’ll Do

You’ll spend most of your time on the sales floor connecting with customers, asking the right questions, and delivering an experience that goes beyond a transaction. You’ll learn and apply the Fit2Run Fit process, including gait analysis, product knowledge, and personalized recommendations.

You’ll stay engaged, active, and ready to help—whether that’s supporting a teammate, restocking the floor, or keeping the store looking its best. You’ll be part of a team that celebrates wins, supports each other, and shows up with energy every day.

You’ll also have opportunities to participate in community events, run clubs, and in-store experiences that bring our brand to life.

What Makes This Role Different

At Fit2Run, you’re not just working a job—you’re building skills that grow with you.

You’ll learn how to communicate, sell with purpose, build relationships, and think like a business owner. You’ll be coached in real time and given opportunities to grow into roles like Customer Experience Lead, Assistant Manager, and beyond.

We promote from within whenever possible, and we’re proud that many of our leaders started on the sales floor.

What We’re Looking For

We’re looking for people who are positive, energetic, and genuinely enjoy helping others. You don’t need to be an expert—you just need to be willing to learn, take initiative, and bring a great attitude to every shift.

You should be comfortable in a fast-paced environment, open to feedback and coaching, and excited about being part of a team. Strong communication skills and reliability are key, along with flexibility to work evenings, weekends, and holidays.

What You Can Expect

This is an active, customer-facing role where you’ll be on your feet, moving, engaging, and learning throughout your shift. You’ll gain product knowledge, sales skills, and real-world experience that can grow into a long-term career.

Why Fit2Run

We believe everyone is a runner—and every team member plays a role in that journey.

We are a growing company with stores across multiple states and Puerto Rico, and we’re continuing to expand. That means opportunity—for growth, development, and leadership.

If you want to be part of a team that is high-energy, people-focused, and driven by purpose…this is your place to start.

Fit2Run Expectations

Bring energy.

Be coachable.

Take initiative.

Support your team.

Deliver an experience that makes people want to come back.

This role is primarily floor-based and customer-facing, leading by example through selling, coaching, and supporting daily store operations. The Assistant Manager helps ensure the store runs smoothly during their shifts and plays an important role in building a positive, high-performing team environment.

This role is designed as a development pathway to Store Manager, with expectations that the Assistant Manager will be ready to step into a Store Manager role based on performance and business needs.

Key Responsibilities

Sales & Customer Experience 

Actively sell on the floor and deliver Fit2Run’s Fit process with every guest

Provide product knowledge, gait analysis, and personalized recommendations

Support team members by modeling strong selling behaviors

Provide in-the-moment coaching to improve conversion and ATV

Assist with resolving customer concerns and escalating when needed

Success Metrics:

Individual and store sales performance 

Conversion rate 

Average transaction value (ATV) 

Customer experience and feedback 

Team Support & Coaching

• Serve as Leader on Duty (LOD) during assigned shifts
• Support onboarding and training of new team members
• Reinforce company standards, expectations, and service behaviors
• Provide real-time feedback and encouragement to team members
• Communicate team needs and performance observations to the Store Manager

Expectations:

Positive leadership presence on the floor 

Consistent support of team development 

Strong communication with Store Manager 

Store Operations 

• Execute opening and closing procedures accurately
• Support daily store operations and ensure tasks are completed during shifts
• Maintain store cleanliness, organization, and visual standards
• Assist with company initiatives, promotions, and product launches

Scheduling & Timekeeping Support 

• Follow posted schedules and support shift coverage as needed
• Assist with shift adjustments or coverage gaps when directed
• Ensure accurate clock-in/out and compliance with timekeeping policies

Inventory & Merchandising

• Assist with inventory tasks including restocking and cycle counts
• Help maintain visual merchandising standards
• Support inventory organization and accuracy

Community Engagement 

• Participate in Run Club and store events when scheduled
• Support in-store events and community initiatives
• Help create a welcoming and engaging store environment

Employee Relations & Culture 

• Promote a positive, respectful, and inclusive team environment
• Support company policies and procedures
• Escalate employee concerns to the Store Manager or HR when appropriate

Key Performance Expectations

• Deliver strong individual sales performance
• Support achievement of store sales goals
• Provide consistent, high-quality customer service
• Demonstrate reliability, accountability, and teamwork
• Follow company policies, procedures, and timekeeping standards

Qualifications

• 1–3 years of retail or customer service experience (lead or key holder experience preferred)
• Strong communication and interpersonal skills
• Ability to work in a fast-paced, customer-focused environment
• Willingness to learn, coach others, and take initiative
• Flexible availability including evenings, weekends, and holidays
• Passion for running, fitness, or specialty retail preferred

Physical & Work Requirements

• Ability to stand and walk for extended periods
• Ability to lift up to 40 lbs.
• Frequent interaction with customers and team members
• Primarily floor-based, active role

Fit2Run Expectations

• Lead by example through service, energy, and teamwork
• Be present and engaged with customers and team members
• Support the Store Manager and team in achieving store goals
• Take pride in creating a positive store experience for every guest