Description
Founded by passionate renovators, they're committed to making buying tiles easy, fun, and inspiring. As an established scale-up straddling the design and tech sectors, they're small enough that you can have your ideas heard, and large enough that you can create real change in the industry.
About the role...
Creating an inspiring and exceptional experience for customers is at the heart of the role.
This position requires a leader who understands the customer vision and is energised about innovating within the retail space. The role covers multiple facets of customer experience, requiring a dynamic individual who can inspire their team, foster a positive environment, and drive continuous improvement in customer interactions.
Your day-to-day responsibilities will involve coaching and mentoring the sales/retail team and play a key role in managing the day to day operations of both the in-store and design appointment customer experience.
- Leadership: Build, manage and retain a consistently high-performing retail team. Role model best practice customer-centric behaviour and mindset
- Hands-on coaching: Provide on-the-job coaching and customer service skills training to the retail team to drive sales and provide the highest customer experience
- Support your team in the Showroom and communicate with customers via phone/email to provide feedback on team performance
- Target setting: Implement individual and team targets determined by the Senior Leadership team
- Work with each member of the team to understand their personal targets, identifying gaps which might prevent them from achieving goals and recommending solutions to close the gap. Closely monitor daily performance and other key metrics
- Act as the escalation point for complex in-store, design or team issues
- Spark positive change: Identify areas to improve overall customer experience and effectiveness across all channels
- Collaborate with other areas of the business to implement ideas
- Understand and support the day to day use of the current tech stack, which includes Shopify (Ecomm), PipeDrive (CRM), CIN7 (ERP/Fulfillment), Airtable
Key Requirements
The ideal candidate will have a strong background in sales/retail (or a customer facing industry) and customer experience, a passion for interior design trends, and the ability to lead and mentor teams effectively.
You will be instrumental in defining and understanding the customer journey, ensuring a seamless and delightful experience across all touchpoints.
This position demands a proactive approach to identifying areas for enhancement, fostering positive change, and making a significant impact on TileCloud's success.
To really nail this role, you'll have below experience...
- Minimum 4-5 years of recent experience in front-line Customer Experience / Leadership role, with proven team performance management experience
- Proven experience with managing a retail floor, interacting with staff and customers, scheduling design appointments, generating future referrals, and consistently surpassing KPI expectations
- Experienced leading, coaching and mentoring a team, able to give difficult feedback
- Knowledge of the renovation industry is preferable but not essential
We are working quickly to identify a high-calibre candidate to run with this role, so apply today to register your interest. We look forward to working with you!
How to Apply
Apply here: Sales Experience Manager Job in Rosebery, Sydney NSW - SEEK
Employer questions
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