The Key Holder's responsibility first and foremost is to deliver a premium customer experience by inspiring creativity within our customers and making JOANN their happy place! All Team Members drive sales through advanced product knowledge, innovative merchandising, and cutting counter accuracy. The Key Holder will also assist the Store Management team with leading the store team members by observing/coaching individuals as well as performing operational duties that include but are not limited to opening/closing, ensuring store compliance, and finding creative ways to drive the business. The Key Holder will also embody characteristics and perform duties of Brand Ambassador, Operational Excellence, Business Acumen, and Inspirational Leader.

BRAND AMBASSADOR AND CUSTOMER SERVICE

• Greets every JOANN customer and uses the F.A.S.T. service model to meet the customer's needs
• Asks open-ended questions to learn about customers' project needs and escorts them to the desired product's location
• Engages in friendly conversation with customers about their projects while serving them at the cutting counter, cash register, and sales floor

OPERATIONAL EXCELLENCE

• Processes customer transactions at the cutting counter and cash register in an efficient and friendly manner with professionalism and precision
• Stocks shelves accurately according to planogram while maintaining a high level of productivity and close attention to detail
• Maintains high standards throughout the sales floor by cleaning and recovering shelves, putting away returns, and cleaning up any spills/messes with a sense of urgency
• Required to enter and exit truck beds to remove freight 
• Unloads freight from the truck and sorts it according to company procedures

BUSINESS ACUMEN

• Invites customers to participate in store activities such as Education Classes, Custom Framing, and any other events
• Proactively drives sales through product knowledge, active selling techniques, suggesting services, and building strong customer relationships to the JOANN brand
• Assists leadership in minimizing shrink in the store by ensuring policy and procedure compliance including, but not limited to, cutting counter accuracy, remnants, damages, and inventory management
• Works with store management to identify opportunities to drive the business and increase sales/profit

INSPIRATIONAL LEADER

• Works closely with Store Management to identify key tasks and assists in delegating them to Team Members
• Follows up to ensure tasks are completed well and in a timely manner
• May act as MOD to open/close store when no member of store management is present
• Collaborates with other Team Members or store management on projects in a professional manner

QUALIFICATIONS

• Must be 18 years or older and have a high school diploma or equivalent
• 1+ years of supervisory experience in a customer centric environment
• Available to work a flexible schedule, including days, evenings, weekends and holidays

PHYSICAL REQUIREMENTS

• Stand during an entire shift (other than normal break time)
• Continuously walk around all areas of the store throughout shift
• Read written instructions, reports, and other information on paper and computer screens
• Orally communicate with customers and other team members on consistent basis throughout their shift
• Input data on computer keyboard and handheld units
• Use 2-way radios (hear incoming messages and provide verbal response)
• Push/pull merchandise with appropriate equipment (carts, bins, etc.) to and from backroom and sales floor
• Lift, place, and arrange items on shelves and racks
• Bend down and reach above head
• Climb and descend ladder
• Individually lift up to 49 pounds, and group lift up to 97 pounds (under 2lbs on a constant basis, 10lbs on a frequent basis, 10-49lbs on an occasional basis, and 50-97lbs group lifts on an infrequent basis)