Dorking Showroom Manager
About Naturalmat
At Naturalmat we've been hand making organic beds & mattresses at our workshop on the banks of the river Exe in Devon since 1999. We buy all of our raw materials direct from source, we manufacture everything ourselves and we only sell direct to customer via our own showrooms and website. It's this level of control that allows us to offer the best possible product and experience to our customers.
Sustainability has been at our core since day one. We've always used natural, organic materials from renewable sources, we pioneered sustainable packaging and installed solar panels on the roof of our workshop. In 2020 we received a Queen's Award for Sustainable Development and in 2023 we became the first B Corp certified bed & mattress company in the UK.
We've just opened a new head office, workshop & showroom on our existing site in Topsham and are fortunate to be growing fast as a business. We currently have showrooms in London, Devon, Knutsford and the Cotswolds, and plan to open more around the country each year. That's where you come in…
About the role
Our showrooms are where the Naturalmat brand really comes to life. Unlike most bed shops that line up row after row of mattresses under bright white lights, our showrooms are tasteful, calm and welcoming spaces where we encourage customers to spend a good amount of time (often hours) finding the right bed and mattress for them. It's an extremely personal choice and the service provided by our team is the most important element of that visit in ensuring they find the right one for them.
We have found a fantastic site in Dorking next to Majestic Wine. You'll be running the store, managing and training your team, putting on events to build awareness locally and, most importantly, ensuring that every customer that walks through the door receives impeccable service. Our showroom teams are also our customer service teams, so all online enquiries and phone calls are dealt with by our stores. Providing timely, accurate responses, and ensuring your team does so as well, is a key part of the role.
We cannot emphasize enough how important the customer experience is at Naturalmat. We have an NPS score of over 90 but there is still plenty of room for improvement, and we need someone who is as passionate about providing exceptional service as we are.
Responsibilities
* Your most important responsibility will be to ensure that every customer receives the very best experience wherever they are on their journey with Naturalmat, whether they're visiting the store, or getting in touch over the phone or email
* To train, lead, mentor and motivate your team to deliver results and a customer experience that's second to none
* To ensure all team members are fully trained in product, systems and brand standards
* To maintain consistently high standards of product presentation throughout your showroom
* To build strong relationships with the head office team and other showrooms to interact with them collaboratively at all times
* Adopt a proactive approach to customer service and deal with any queries that arise, whether that be a sales or after-sales enquiry
* Be a Naturalmat ambassador at all times and to ensure that your team are too
* To act as an ambassador within the local community, running regular events and building relationships to grow sales and brand awareness
* Grow sales and brand awareness through outreach and in-store events
* To manage the showroom's sales pipeline, keeping track of estimates and following up when necessary
* To manage and motivate your team to achieve financial targets and KPIs
* Product knowledge across the range and brands is essential for you and your team (extensive ongoing training is provided)
* To accurately process customer's estimates, orders and sales and support your team to do the same
About you
* You have managerial retail experience, preferably in a like for like store
* Experience working in furniture retail or luxury sales would be ideal, but not crucial
* An interest in interiors, furniture & sustainability
* A creative flair essential
* Experience running in-house events or workshops
* You're ambitious, self-motivated & a problem solver
* You enjoy working with others to get stuff done
* You're hardworking & reliable – if you say you're going to do something, you do it
* You have an innate understanding of what true hospitality and exceptional service look like
* You have an entrepreneurial spirit, you'll run the showroom like you own it
Details
* Full time role based at our showroom in Dorking, opening Autumn 2025
* Discretionary company bonus twice a year
* 25 days of holiday plus bank holidays (on a pro rata basis)
* Additional holiday the longer you're at Naturalmat
* Weekends and Bank holidays required
* Training provided at our Head Office in Devon ahead of opening
Perks
* Staff discount
* Cycle to work scheme
* Annual company party
* A Naturalmat mattress on us after your first year
* A monthly fruit & veg box from our friends at Riverford Organic
* Access to Perkbox - a platform with numerous high street and online discounts
Everyone's welcome at Naturalmat. We are committed to building diverse and inclusive teams, where everyone is treated fairly and with respect. We celebrate difference and encourage everyone to be themselves at work.
Please send your CV and a little something about yourself to:
The interview process is an initial online virtual discussion, followed by in-person interview in Dorking.