Showroom Manager

PINCH is one of the UK’s most celebrated furniture brands, created by Russell Pinch and Oona Bannon. Since 2004 we have been designing and distributing our award winning, contemporary furniture and lighting to a discerning global audience.

We are a company with an uncompromising idea of what makes a perfect piece of furniture and our customers rely on us to deliver impeccable, elegant products with a professional but personal service to match. Our customer base is international and varied. Whilst we work extensively with interior designers, frequently on repeat business, we also invite public customers to our showroom who seek us out for our clean yet warm aesthetic, and commitment to strong shape, beautiful materiality and expert making. We are looking for an enthusiastic, warm, service-proud, commercially-minded and quality-literate individual, who will be instrumental in making sure the service our customers receive in store delights, inspires and represents our genuine business intention to do everything as best as we can. We embrace the idea that our brand reputation is based on our service style as much as our award-winning designs, longevity of product and quality of making, and this role will be critical to ensure that both face to face visits, as well as our distance sales servicing informs, inspires and encourages our customers to place their valued business with us, and to return to our team regularly when they are looking to live beautifully with furniture made well.

As a Showroom Manager, you will:

• Be the guardian of showroom space and operations, working alongside a daily rotation of the members of our studio-based sales team.

• Sponsor our respectful sales culture and customer engagement style that puts a value on listening closely to customer needs, proactively advising, and aiming for the sales and order process to be as seamless as possible.

• Actively engage in sales activities, including raising of sales orders and purchase orders, hosting client meetings, product demonstrations, sales record raising and negotiation, sales transactions, leading by example to drive team sales targets and performance.

• Record customer footfall and pass on insights on market trends, and customer feedback to identify opportunities for improvement, feeding back to our leadership team.

• Share information on relevant industry and local events, fostering good communication with other companies who share our Pimlico Road address.

• Actively participate in industry events and networking functions representing PINCH and our customers and identifying new business opportunities.

• Foster strong relationships with interior designers practices, architects and D2C to understand their needs and preferences, providing service and product recommendations, and invites to view our collection in store.

• Manage our live chat function, answering key client questions and taking orders or directing clients to appropriate e-commerce areas.

• Serve as a trusted advisor to clients, providing personalised assistance and anticipating their interior design needs, and overtime you will receive custom and made to order product training.

• Work with our operations team to resolve any customer complaints and issues promptly, ensuring a positive and memorable experience at every interaction.

• Solicit feedback from customers to continuously improve service offerings and enhance overall satisfaction.

• Ensure the showroom is well-stocked with samples of PINCH materials and also key/recommended fabrics.

• Be responsible for dispatching samples to customers efficiently and cost effectively, tracking to ensure they end up at the correct destination.

• Arrange the dispatch of straight forward express deliveries where especially required.

• Oversee showroom inventory management, merchandising and maintenance of displays.

• Monitor and co-maintain showroom aesthetics to reflect the brand’s luxury image and uphold standards of excellence.

• Work closely with the Head of Sales to ensure Saturday cover and shop rota are planned well in advance and kept up to date.

• Share burden of Saturday cover – assume 1 in 4 or 5 (Monday in lieu).

• Ensure the space is always inviting to customers, understanding that the atmosphere of the studio and shop are crucial to the culture of the company.

• Ensure the space is always well presented, and well organised.

• Security management, ensuring attentive lock up procedures are followed/ key log

• Liaison with landlords site manager, neighbours and the local council - in conjunction with office manager input.

• Supporting director on any refurb projects/ first point of contact for plumbers etc.

• Liaising with third party service providers i.e. health and safety, security, cleaners, energy supply etc.

• Maintaining H&S/Fire/First Aid compliance records and requirement.

• Managing post and parcels, in and out.

• Managing provisions, supplies and stationary, to budgets with correct approvals.

• Supporting team to ensure working environments are orderly and systemised - ‘Friday tidy’, daily wipe downs/ dishwasher on or empty/boxes to recycling

What you need to be successful:

• Be warm, socially comfortable and personable to welcome customers into the PINCH showroom.

• Enjoy communicating with customers on the phone, online and in person.

• Be strong at building relationships and networking with designers, local businesses and key contacts.

• Be quality and design literate, with an interest in furniture at the luxury level.

• Be numerically strong.

• Be confident using CRM systems.

• Excellent verbal and written communication skills.

• Have a desire to be helpful across the business.

• Take pride in your workspace, keeping the showroom aesthetic up to standard.

• Fluent in English, both spoken and written.

• Be enthusiastic, eager and willing to get hands dirty

• Proficient computer skills, including Microsoft Office, Google Suite etc.

• Exposure to luxury retail would be a strong benefit

• Share our company values of warmth, creativity, consideration, elegance, rigour and confidence.

Salary and benefits:

As well as a salary commensurate to experience, additional benefits will include:

• Annual discretionary bonus according to company and individual performance against targets

• Stakeholder pension

• 20 days holiday

• Christmas closure (confirmed each year which offers extra 3 days holiday in between)

• 5 year in service loyalty holiday bonus

• Post probation pink tickets (time off) and birthday day off

• General benefits including eye test/bike loan/shared gallery membership/ team rewards

• Studio dog love from Joni

Location:

Line Manager: Head of Sales

Hours: Monday to Fri 9am – 6pm with a rotated Saturday cover at the showroom, or five days per week inclusive of Saturdays.

To express your interest please email [email protected] with your CV and cover letter explaining why you would be a great addition to our team.