Full Job Description
Loves Furniture is looking for Customer Experience Managers across Greater Pittsburgh to oversee, manage, coordinate, and provide hands on leadership for all sales related areas to ensure we meet or exceed the company’s goals, objectives and standards. These goals and standards include but are not limited to developing and maintaining a top sales/customer experience team as well as create a unique culture that drives profitable sales along with positive customer and employee experiences. Customer Experience Managers work to develop store sales/experience projections, select, hire, train, develop and manage quality home furnishing consultants.
Essential Duties & Responsibilities:
Monitors business for daily, weekly and monthly store sales results and works with Store Management to build realistic plans to execute.
Directly oversee the training and development of assigned home furnishing consultants.
Monitors associate’s conversion rate and provides “on the spot” coaching to help close sales and improve customer experience.
Reviews daily sales results with associates and coaches to improve next day performance; updates leadership on progress.
Monitors associate CRM activity and coaches for results.
Keeps up to date on competitor policies, promotions, and products and works with Store Management to develop and execute plans to increase market share and conversion rates.
Working with the Visual Merchandising team, ensures the proper product and placement of merchandise in the store to maximize sales; keeps abreast of product knowledge, pricing and margins, and promotes key attachments that include, but aren’t limited to: value-adds, décor, sleep essentials, and power bases.
Ensures that training initiatives are executed and maintained to assist with driving sales and customer experience.
Assists with tagging, housekeeping, clerical, inventory, visual merchandising, promotional, and customer pick-up activities as needed.
Executes daily walk through checklist while maintaining store environment (internal/external) that reflects our “brand” and corporate operating procedures.
Partners with Store Management to plan and execute effective sales meetings; ensures they are interactive, motivating, and informative.Resolve customer issues (source) both in-store and incoming calls.
Ensures the “customer experience” meets company standards and creates customer loyalty.
Promotes employee engagement with a constant focus on building a great culture within the store.
Oversees the store in the absence of the Store Manager.
Authority as detailed in the Company’s Standard Operating Procedures.
Key holder responsible for opening and closing the store.
Apply corporate values.
Knowledge, Skills & Ability:
Shows Drive & Initiative: Pursues high standards and maintains a high level of productivity. Focuses on meaningful results and achieve them. Puts in extra effort to accomplish critical goals and looks for new ways to improve.
Manages Execution and Accountability: Effectively delegates and manages time. Sets and communicates clear expectations, measures performance results and holds people accountable for achieving goals within expected timelines.
Engage and Inspire: Creates an environment of enthusiasm in which their team can do their best work. Inspire people to excel and celebrate when they achieve goals. Foster a sense of energy, ownership, and commitment to perform.
Makes Sound Decisions: Considers company strategy, “pro’s and con’s” to the business and company values in decision making. Uses sound logic, makes decisions at the right time and chooses the best alternative.
Self Improvement: Places an emphasis on learning and being more effective. Open to coaching and feedback, willing to accept new challenges to improve. Proactive about staying informed of the industry and competition.
In-depth knowledge of retail store management, sales, customer experience, and customer delivery. Can demonstrate excellent selling and customer service skills, effectively translates to help others.
Acts as a role model in company values and behaviors.
Education & Experience:
Post-High School education is highly desired, but the equivalent amount of experience or training can be substituted.
A minimum of three (3) years of multiple category retail sales experience or related sales experience is required with at least one (1) year of management experience.
Experience in furniture retail or high ticket commission sales is preferred