Design Center Leader

Buechel Stone Corporation•Minneapolis, MN

22d•Onsite

About The Position

Providing a best-in-class customer experience is at the core of our success at Buechel Stone, and often the first people our clients interact with are our team of Stone Design Consultants. We are looking for a Design Center Leader who will help this team ensure that every client interaction is exceptional, ensuring the long-term success and profitability of each design center location. They will also lead the team to extend that customer experience to virtual consultations. Lastly, they will foster collaboration with our sales team so that the result is a seamless transition from selection to sales, setting the stage for a frictionless client experience. We have seen an incredible impact-both with our customers and our business-since we opened our first design center 6 years ago. We are looking for a Design Center Leader who can help us maximize that impact as we continue to grow the team and expand our locations. Our Design Centers and team of Stone Design Consultants operate under the umbrella of Marketing-in other words, this role is not sales management. Instead, this team is focused on customer experience and sales enablement. In order to understand the scope of the Stone Design Consultants' responsibilities and its significance as a touchpoint between Marketing and Sales, this role will initially lead the team while actively serving as a working design consultant during the growth phase. Once established, the Design Center Leader will be responsible for the performance, consistency, and ROI of all Design Centers. There are a variety of leading and lagging indicators used to monitor the success of the Design Center team; the three key areas of influence the Design Center Leader will focus on for each location include 1) the number of selections per location, 2) ensuring the teams are actively connecting with our ideal target audience, and 3) monitoring the win rates by location to maximize impact and identify friction points during the handoff process with sales.

Requirements

Proven leadership in Customer Experience focused and/or showroom environments
Strong CRM discipline and comfort with metrics and accountability
High emotional intelligence and tact in conflict resolution
Ability to lead without commission-based incentives
Outstanding customer service skills
Ability to multi-task and manage priorities.
Excellent written and verbal communication skills
Professional presentation and appearance
Excellent organizational skills and attention to detail
Valid driver's license
Willingness to travel to all Design Center locations

Nice To Haves

Cross-functional leadership experience (Marketing + Sales alignment)
Bachelor's degree
Architecture, design, or building materials industry experience
Experience with business to business and business to consumer sales

Responsibilities

Own the customer journey from showroom entry through Sales handoff
Ensure a frictionless, well-prepared transition once pricing, take-offs, or more technical details are required
Support improved close-won rates and average deal value through quality lead nurturing
Lead and coach Stone Design Consultants across all locations
Serve as a working Stone Design Consultant as the role scales
Hold each Design Center accountable to traffic, ROI, event success, and CX metrics
Run weekly team meetings
Help each team member establish quarterly projects to improve the success of their role, location, and/or the business
Act as referee with authority between Design Centers and Sales
Work with Sales and Marketing to adjust lead qualification and handoff processes as needed to eliminate friction
Escalate and resolve issues with tact, professionalism, and data
Ensure CRM compliance and clean documentation across all locations
Maintain consistent brand standards, CX, cleanliness, and showroom readiness
Manage Design Center setup for new locations
Calculate and report ROI by Design Center
Ensure proper coverage at all locations so that time off does not affect operating hours
Work closely with Marketing and Stone Design Consultants to strategize and execute promotion of Design Centers to architects, designers, builders, and end users
Develop and execute showroom events and partnerships
Support territory teams with selection experiences and prospecting strategy