: Retail Store Manager Location: (Dullingham Head Office) Reports to: General Manager Employment Type: Full-Time Working Hours: 5 Days including Weekends/Bank Holidays, 2 Days of in Lieu weekdays. Department: Sales / Retail

Please read the following job description thoroughly to ensure you are the right fit for this role before applying.

Overview We are seeking a proactive, sales-driven Showroom Manager to oversee the daily operations of our showroom, deliver exceptional customer experiences, and drive commercial performance. This role requires a hands-on leader with a passion for customer service, strong administrative capabilities, and the ability to work collaboratively across departments. The ideal candidate will be highly organized, reliable, and ready to grow with the business as we expand our retail footprint.

Key Responsibilities Showroom Operations Open and close the showroom daily, ensuring it's fully prepared (lighting, music, cleanliness, refreshments, POS systems). Maintain showroom appearance and ensure product displays are accurate, updated, and aligned with current inventory and promotions. Manage inventory turnover using NetSuite and coordinate with Operations/Warehouse on product transfers and replenishments. Monitor consumables and coordinate reordering to support customer hospitality (e.g., tea/coffee).

Customer Experience & Sales Greet and assist customers, deliver compelling product demonstrations, and guide them through the sales journey. Follow up on customer inquiries, draft orders, and abandoned carts via Shopify and internal systems. Create and manage orders, ensure proper deposit tracking, and coordinate delivery timelines using third-party portals (Furdeco, Stream, MaxOptra). Manage sample requests and ensure swatch orders are processed and posted correctly. Proactively handle post-delivery customer concerns and liaise with appropriate teams for resolution.

Team Support & Leadership Provide training and on-the-floor guidance to Customer Service Advisors. Assist with showroom rota planning, staffing coverage, and handling double appointments. Support the wider customer service team during low footfall periods by managing calls, emails, and live chats.

Reporting & Analytics Generate and deliver reports on: Daily, monthly, and quarterly sales performance. Year-on-year (YOY) and month-on-month (MOM) sales trends. Average Order Value (AOV) and gross margin analysis. Conversion rates and appointment performance. Product category performance (e.g., Pergolas, Luna, Monterrey). Use NetSuite and Shopify data to track financials, identify trends, and make data-driven recommendations.

Compliance & Continuous Improvement Ensure compliance with company policies and procedures. Identify opportunities to improve showroom processes, customer experience, and commercial performance. Liaise with the General Manager to report showroom issues, suggest enhancements, and track performance metrics.

Skills & Qualifications Essential: Proven experience in retail or showroom management, preferably in a high-value or furniture environment. Strong communication and interpersonal skills with the ability to build rapport with customers and team members. Sales acumen with a demonstrated ability to close deals and meet targets. Proficiency in NetSuite, Shopify, and third-party logistics portals (e.g., Furdeco, Stream, MaxOptra). Excellent organizational and time management skills. Strong analytical skills and attention to detail. Reliable, self-motivated, and comfortable working weekends and holidays.

Desirable: Experience training and mentoring junior team members. Familiarity with Gorgias and Google Workspace (especially Google Sheets). Interest in home, garden, or lifestyle products.

Future Opportunities As the business grows, the Showroom Manager will play a central role in: Leading the opening and integration of new showroom locations. Recruiting, training, and developing showroom teams. Standardizing processes across multiple sites to ensure consistency and excellence. Traveling between locations to support national expansion plans.

Salary Full Time £35,000 - £40,000 per year