Showroom Operations Manager

4 weeks ago

Bath, Bath and North East Somerset, United Kingdom HSL Chairs Full time
Job Title: Showroom Manager

Join HSL Chairs, a leading manufacturer of high-quality furniture, as a Showroom Manager. In this role, you will be responsible for delivering exceptional operational and commercial standards for your store and home visit service.

Key Responsibilities:
  • Deliver agreed KPIs for your store and hub, including Average Order Value, Customer Conversion rate, and Volume of Orders per team member.
  • Ensure cash and payment systems are well-controlled and in accordance with company procedures and policies.
  • Provide store performance information and reports as required by the Area Manager.
  • Deliver sales training to store team members to ensure they follow core service benchmarks at all times.
  • Develop own and team's awareness of competitor activity and local market conditions to offer informed input to the Area Manager.
  • Ensure the visual presentation of stores and vans represents the standards of a premium brand and follows Company guidelines.
People and Communication:
  • Provide on-going coaching and mentoring support to Sales Assistants and act as a key point of contact for the Area Manager.
  • Organise and support the ongoing training of the store team in product knowledge to develop a high-performing team of experts.
  • Deliver and monitor the effective implementation of training and Induction programmes for new team members.
  • Ensure the store team is fully representative of the Brand in their appearance and manner.
  • Manage the performance of team members using company processes and tools, including regular appraisals and ongoing feedback to individuals.
  • Seek opportunities for ongoing personal development for themselves and actively engage with Company training opportunities.
  • Participate in the network of communication across the area to ensure there is a shared knowledge and understanding of all business activity.
  • Ensure the health, safety, and wellbeing of staff, customers, and anyone else accessing HSL premises or using our products.
Personal Attributes:
  • A real passion for customer service and the HSL mission of 'changing the way people think and feel about comfort.'
  • A natural coaching style and the ability to help others achieve more through feedback, instruction, and encouragement.
  • The ability to establish strong, professional relationships with Comfort Specialists.
  • Encourages feedback and suggestions from the store team and passes ideas and information on to Area Managers.
  • Is commercially aware of the opportunities within their store and has the ability to identify, manage, and grow sales.
  • Is able to communicate well with team members and can adapt communication style and methods for individual needs.
  • A passionate believer that customers and customer satisfaction are the foundations of an organisation's success.
Benefits:
  • Our stores are open every day, so it is essential to have flexibility to work during weekends as well as weekdays.
  • Contributory pension.
  • Death-in-service cover (qualifying period applies).
  • 30 days' holiday (pro rata) including public holidays – increasing to 33 for long-standing service.
  • Discretionary bonus (usually paid annually & qualifying period applies).
  • Health cash plan offered through Westfield Health giving cashback on optical, dental, physiotherapy, and much more.
  • Westfield rewards – spend and collect points or discounted shopping vouchers (e.g. 7% off at M&S), discounted gym membership, etc.
  • Colleague discount (50% on HSL furniture for personal use & 20% for family and friends).
  • Transave Partnership (You can opt to boost your financial wellbeing by saving a minimum of £5 per month with our partner TransaveUK Credit Union, a not-for-profit savings and loan cooperative).
  • Surprise and delight events (e.g. Fish & Chip Thursday, ice-cream treats, afternoon tea, Easter eggs, Christmas lunch, Christmas meal).
  • Free onsite parking (at most locations).

All customer-facing roles in HSL require the completion of a satisfactory DBS check.

Our colleagues can all expect training and development, including the HSL Academy – our wide-ranging training programme delivered in Batley in Comfort House, in our factory, and in our distribution centre. It also includes detailed training by our independent Occupational Therapist, Julie Jennings.

At HSL, we do things differently. We believe that furniture should make you feel good. That's why our award-winning range of feel-good furniture is specifically designed around the body and comes in different sizes to fit each unique individual. We use our exclusive chair fitting service to help us personalise and enhance the comfort of our customers, handcrafting furniture that ultimately improves their overall wellbeing.

We are proud to have a personalised approach to style. We offer a wide range of beautiful collections to suit all tastes, with a wealth of luxurious fabrics and sumptuous leathers to choose from.

Our commitment to providing a world-class leading customer experience sits at the heart of everything we do. It is no coincidence that we have been ranked as 4.9 out of 5 on Trustpilot by our very own customers.

We are thrilled that HSL has been recognised as a 2 Star Outstanding company with Best Companies for 2024.

Our West Yorkshire factory is also featured on Inside the Factory on BBC 2.

We want all HSL colleagues to feel part of a special community where you are valued for your contributions, inspired to make a difference, and empowered to do the right thing. We recognise and celebrate what makes people unique.

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