About the position
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 out our Retail footprint at Ernesta while helping to build 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, material selection, and spatial planning. You will be a customer champion – delighting customers and assisting with inquiries, concerns, and matters related to orders, delivery, and more. In each interaction, you will take pride in building strong relationships with customers and 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, strong CSAT scores, and brand awareness.
Responsibilities
- Oversee day-to-day operations of the showroom, ensuring it is well-maintained, organized, and visually appealing.
- Welcome and assist customers, providing expert guidance on custom rug options and design choices.
- Cultivate a positive and inviting atmosphere to enhance the overall customer experience.
- Handle customer inquiries, concerns, and feedback with professionalism and a solution-oriented approach.
- Complete and update order documentation on behalf of the customer and regularly update profiles of the customer to represent current state.
- Collaborate with the Product, Operations, and CXIS teams to provide feedback into the design process for tools & systems that improve the customer experience.
- Be the voice of the customer, communicating feedback to the executive team and cross-functional leads.
- Meet and exceed sales targets by actively engaging with customers, understanding their needs, and recommending suitable custom rug solutions.
- Coach the sales team to implement effective strategies for driving revenue and customer loyalty.
- Lead, motivate, and develop a high-performing showroom team.
- Implement performance management strategies, setting clear expectations, providing regular feedback, and conducting performance evaluations.
- Contribute to recruitment efforts by participating in the selection process, conducting interviews, and onboarding new team members.
- Drive sales through customer follow-up and outreach.
- Deliver exceptional design and product expertise to customers.
- Provide customers a high quality and personalized experience through multiple channels - chat, text, email, video, phone.
- Advise on floor plan layout, material selection, custom rug measurements.
- Provide a fantastic experience to our customers by responding to inquiries and resolving order-related matters such as order tracking, product inquiries, delivery logistics, and more.
- Surprise and delight customers - exceed their expectations - create memorable experiences.
- Learn innovative technologies to help customers visualize their space i.e CAD modeling, adobe, 3D rendering, etc.
- Represent the voice of the consumer in internal cross functional meetings.
- Establish feedback loops to improve internal processes.
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 sales coaching and understanding of sales lifecycle.
- Sales-driven mindset with a track record of meeting or exceeding targets.
- Experience using a CRM (we use Salesforce).
- Passionate about interior design and home décor. You stay up to date on home décor trends.
- 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 online across multiple software tools, Zoom, Google Workspace, etc.
- Great time management and organizational skills with high level of accountability.
- Ability to establish and improve processes.
- Excited to establish and build feedback loops within the organization and across business units.
