Heath showrooms are destinations for a multitude of customers: homeowners, contractors and architects working on behalf of their clients, restaurateurs looking to create that perfect interior esthetic, designers working on exciting projects and the dreamers that are coming in looking for inspiration. This person reports to the showroom Manager, and is to be responsible for all aspects of daily operations including providing excellent customer service, coaching and training the showroom team, recognizing and developing talent, sales results, daily routines, taking pride and ownership in ensuring showroom reaches operational effectiveness. This person, working closely with the Showroom Manager and other departments within Heath, is the point person and key coordinator for showroom special events and sales events. Perhaps most importantly, this person understands and embraces the history and relevance of Heath Ceramics and possesses a strong drive to share the Heath story and contribute to its legacy and its sustainability.
This is forward-facing position requiring high level communication skills both internally and externally. Professional presentation and discretion are necessary.
_ Ensure that each customer has the best Heath service experience possible, regardless of whether they are a traditional retail, dinnerware, tile or trade customer. Work together to provide the sales team with the appropriate training to handle all customer types and provide the appropriate kinds of services.
_ Maintain presence through effective floor management and ensure staff coverage in all areas of the store at all times; may be responsible for scheduling or assist with scheduling.
_ Handle returns, gift certificates, registry questions and any other service related tasks that help support Heath’s vision of creating and allowing for a wonderful customer experience for all of our customer types.
Leadership - Sales Floor Management
_Product Training: Ensure that all members of the sales team are up to date and well versed in all Heath Home product knowledge as well as rotating artist items. Work with the management and buying team to create training guidelines for new and existing staff.
_ Experience with retail sales training, developing strong customer service systems and clienteling programs.
_ Work with Showroom Manager to provide direction and training for Designer Trade Specialists. Help foster a “high touch” customer service experience with a focus on appointment based selling.
_ Lead, demonstrate and foster an environment of clear, open, honest communication and progressive feedback on all topics ranging from daily operations to basic performance counseling.
_ Person must enjoy working in an ever changing and progressive work environment and be able to take a leadership position with the team during times of change.
__Person must enjoy event coordination including additional staffing, security, catering, crowd control, etc.
Operational Best Practices
_ Responsible for ensuring the store meets company guidelines in opening and closing standards, cash handling and showroom and facility security.
_ Ensure store standards are met and maintained, i.e., visuals, cleanliness, signage, safety, etc.-Lead by example and ensure associates comply with all Company policies and procedures.
_ Work with Showroom manager to prioritize, plan and adjust schedules and daily tasks to meet business goals.
_ Come up with creative ways to help the sales team to achieve financial goals through incentives and other fun activities.
_ Work together with the Showroom manager and Trade Specialists to achieve all financial and profit targets for retail and trade.
Staffing and Scheduling
_ Work with the Showroom manager to ensure that the showroom floor is properly staffed at all times to provide the great customer service that Heath customers expect; that all showroom activities are planned and scheduled including stock deliveries, floor moves, cleaning, repricing, events, etc.
_ Assist in recruiting, interviewing, and selecting qualified candidates to build a talent pipeline that achieves current and future business goals.
_ Be able to lead and inspire a team with a positive and supportive leadership style
_ Appreciation for design, quality product and a love of retail!
_ Clear communicator with a calm customer service approach and a sense of humor
_ Super organized, capable problem solver and effective liaison
_ Great time manager - able to prioritize and multitask
_ Must have a solution-oriented outlook, and enjoy providing great service
_ Confident and effective leader who can pull a group together to reach common goals, and create a positive and productive work environment
_ Systems Savvy – (We use SAP B1 and Ivend - will train)
_ Minimum 3 - 5 years team management experience, ideally in specialty retail, in an assistant manager capacity
_ Must have good analytical skills
_ Must be able to lift up to 50lbs and stand for extended periods of time in a retail sales environment
_ Must be available most weekends and during sales and special events
_ Experience with Heath products
_ Experience with Google docs, spreadsheets, etc.
_ Experience with event planning and hosting
Work Environment (Hours & Benefits)
This is a full-time, salaried position averaging 40 hrs per week. Heath offers a comprehensive benefit package that includes medical, dental, vision and life. A generous 401k match starts after 3 months on staff.