Position: Retail Showroom Manager - Full Time including weekends
Job Type: Permanent
Location: Button & Sprung showroom, Chiswick Studios, W4 5PY
Remuneration: Competitive salary depending on experience. Discretionary annual bonus based on company and personal performance. No sales commission.
Benefits: 20 days holidays, plus birthday, plus bank holidays, workplace pension scheme, staff discount.
Reports to: Company Director
Job Description and Responsibilities
We are seeking a passionate and experienced Showroom Manager to run a soon-to-open Button & Sprung retail showroom in Chiswick, which is the second showroom that we have opened since launching in 2014.
We sell quality, made-to-order beds and mattresses, which are exclusively designed by us and made in the UK and Europe. Our mission is to Make Bed Buying Better - to provide the best experience for our customers of buying a high quality, fairly priced bed and mattress in the UK. You can play a big part in delivering brilliant service to our customers, whose (unvarnished) reviews are published here: https://www.reviews.io/company-reviews/store/button-and-sprung.
Customer experience
* Ensure every visitor or caller to our showroom loves their interactions with Button & Sprung (from initial enquiry to choosing to buy a Button & Sprung bed), and raves about us to others. You will embody our brand values.
* Make sure that every showroom visitor is hosted (by you or the team) in a professional, knowledgeable and personable way to ensure we ask the right questions, listen and respond with expert, helpful and honest advice, maximising the chance that they will buy from us.
* Ensure that we capture all necessary information accurately at the point of contact (face to face, phone, email, live chat) so that we can serve customers brilliantly and follow up on all leads, in particular sample requests and quotes, in a timely, relevant and highly professional manner.
* Take the lead in serving customers, in particular high value customers (for example, interior designers), as well as customers with bespoke or specific requirements.
Showroom management
* Work with the Directors, Marketing, Customer Service to ensure the smooth running of the showroom.
* Ensure the showroom looks amazing at all times, and propose changes to display stock and other visual elements as appropriate.
* Manage the staff rota, ensuring we are appropriately staffed to serve customers especially over weekends and bank holidays. Call on others, outside of the showroom team, to help when required.
* Managing all suppliers of showroom materials and services - for example, bed linen, point of sale materials, fabric samples, postage supplies, food & drink, coffee machine, other appliances, alarm system.
* Work with Marketing to develop and continually improve the branded visual aspects of the showroom.
Showroom Team
* Recruit and manage the weekend / part-time showroom team (with Director input).
* Provide training, coaching and support to ensure the team have a comprehensive, “expert” understanding of mattresses, beds and fabrics, as well as the Button & Sprung business - including products, services, bespoke options, pricing, approach to sales, operational and customer service processes, differentiation vs competitors.
* Ensure that the showroom team respond quickly and accurately to sample requests, quotes, and special requests from retail and trade customers (especially interior designers).
* Set exceptional standards in all verbal and written communications to customers, ensuring high levels of accuracy, and alignment with our brand’s tone of voice, personality and messages.
Communication and Reporting
* Keep track of the status of leads, customer requests, outstanding payment balances, refunds and so on; follow up personally or ensure that the showroom team follows up.
* Report to the rest of the business on trends, customer preferences, including fabrics as well as identifying gaps in the product range. Also, pass on customer feedback and competitor intelligence to the relevant team member(s).
* Ensure all templates for customers letters, forms and other communications are up to date and accurate.
Candidate Profile
The right person for this role will have:
* Passion for treating customers the way you like to be treated
* Ability to train, lead, and motivate a showroom sales team
* High retail standards in terms of customer attentiveness, product knowledge, showroom presentation, attention to detail
* A keen eye for interior design and creativity - to help customers with their choices
* Initiative and self-motivation to drive the business forward; ‘can do’ attitude
* Ability to deal with discerning and sometimes demanding customers
* Ability to communicate clearly and succinctly, verbally and in writing, with your own team, peers and business owners.
* Availability to work a flexible schedule, including both weekend days, Mondays and bank holidays
The right candidate will have:
* At last 1 year’s manager experience
* At last 1 years retail or equivalent commercial, customer-facing experience
* Undergraduate degree
* Knowledge and experience of software ideally Mac OS, Google Drive
If you are interested, please email us on jobs@buttonandsprung.com including your CV and a short note explaining why you are suited to the role.