Showroom Leader (Ardmore, PA)

Ernesta•Ardmore, PA

6d•$90,000 - $120,000•Onsite

About The Position

About Ernesta: Ernesta is on a mission to bring gorgeous, designer-quality custom rugs to homes and places of gathering through an enjoyable, frictionless, and affordable experience. At the same price as a store-bought standard-sized rug, a custom-cut rug from Ernesta will not only be a better fit, but also a better buying experience. We believe that high-quality custom design shouldn't be out of reach for consumers and aim to address this need in the multi-billion dollar global rug industry. Driven by our collective mission, our team is hungry, hardworking, and highly ambitious. We’re problem solvers, innovators, design enthusiasts, and executors. We are relentlessly focused on creating and delivering beautiful and delightfully simple solutions and experiences for our customers. Together, we are excited and humbled by the opportunity to expand the market for custom rugs and allow more people to live in elevated design settings. Put simply, we believe more soft surfaces mean happier homes. About the Role: Ernesta is looking for an experienced Showroom Leader to join the foundational Customer Experience and Sales Team. You will be a key hire as we build our retail footprint at Ernesta while helping to create an enjoyable, frictionless, and industry-defining rug buying experience. This is an opportunity to join a small but visionary team - a high impact role pioneering a new age of sales and customer experience. As a Showroom Leader, you will be responsible for managing a team of retail Design Assistants, driving sales and customer experience at the showroom level. You will educate and advise customers on rug selection and sizing and act as a customer champion – delighting customers and assisting with their projects. In each interaction, you will take pride in building strong relationships with consumers and the Trade community, ensuring their happiness and loyalty at every touchpoint. As a strong leader, you will empower your team to be a best-in-class sales organization responsible for driving sales results and brand awareness.

Requirements

5+ years of experience in a consumer-facing role.
4+ years of direct consumer sales and/or account management experience is required
Demonstrated experience with sales coaching and understanding of sales lifecycle
Sales-driven mindset with a track record of meeting or exceeding targets
Passionate about interior design and home décor
Proven experience in retail management
Ability to work a flexible schedule, including weekends and holidays as necessary
Strong interpersonal and communication skills with the ability to build rapport with customers and team members
Detail-oriented and organized, with the ability to manage multiple tasks simultaneously
Solutions oriented with sound judgment, business sense, and high integrity
Willingness to provide creative solutions and wear many hats
High level of proficiency working across multiple software tools including Salesforce, Google Suite, Shopify, Zoom, etc.
Great time management and organizational skills with high level of accountability
Ability to establish and improve processes

Responsibilities

Lead, motivate, and inspire while developing a high-performing showroom team
Set the industry standard for customer experience and sales through follow up and outreach
Implement performance management strategies, set clear expectations, provide regular coaching and feedback, and conduct performance evaluations
Deliver exceptional design and product expertise to customers
Provide consumer and Trade customers a high touch and personalized experience through multiple channels - in person, chat, text, email, video, phone
Meet and exceed sales targets by actively engaging with customers, understanding their needs, and recommending suitable custom-sized rugs
Coach the sales team to implement effective strategies for driving revenue and customer loyalty
Actively grow the Trade business through proactive outreach, networking events and opportunities as well as pre and post order support
Manage customer inquiries, concerns, and feedback with professionalism and a solution-oriented approach
Surprise and delight customers - exceed their expectations - create memorable experiences
Warmly welcome and assist customers, providing expert guidance on custom-sized rug options and design choices
Cultivate a positive and inviting atmosphere to enhance the overall customer experience
Contribute to recruitment efforts by participating in the selection process, conducting interviews, and onboarding new team members
Be the voice of the customer through collaboration and communication with cross functional teams
Utilize innovative technologies to help customers bring their projects to life
Oversee day-to-day operations of the showroom, ensuring it is well-maintained, organized, and visually appealing