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.