Role Overview.

This role supports the Showroom Manager in developing and delivering effective sales and customer strategies across both showrooms (Chiswick and Chelsea Harbour), ensuring that all agreed KPIs are clearly communicated, fully understood, and consistently achieved.

Working closely with the Showroom Manager, to build, motivate, and inspire a high-performing team, while also maximising the efforts of others to deliver strong commercial and customer outcomes.

About Us.

Sanderson Design Group plc is a luxury interior design house, home to six iconic brands with over 165 years of history: Sanderson, Morris & Co., Harlequin, Zoffany, Clarke & Clarke, and Scion. Our portfolio spans fabric, wallpaper, and paint, with manufacturing capabilities through Anstey and Standfast & Barracks. Our purpose is to ‘bring the beautiful into people’s homes and lives’ and we are the proud owner of one of Europe’s largest design archives, with over 75,000 historical documents and artworks. We also have a growing international licensing programme which supports our strategic global expansion.

Key Responsibilities:

Customer Service.

• Set and provide exceptional customer service, ensuring all clients receive an excellent customer journey.
• Ensure that all visitors to the showroom understand the DNA of each Sanderson Design Group brand.
• Handle customers face-to-face / phone calls regarding complaints and questions about orders or further escalations regarding services and products.
• To predict and proactively source products for customers as required.
• Acknowledge and assist existing customers whilst gathering new leads that can be forwarded to the relevant Sales colleagues.

Business Development/ Sales/ Critical Thinking:

• Support the SM with the planning and execution of all major events such as Design Week & Focus – supporting the business and our customers’ by bringing new initiatives.
• Play an active role in strategic planning, and help brainstorm and develop innovative and creative marketing strategies to build brand awareness and generate leads and sales.
• Manage the sales floor, develop business, work on solutions for maximum profitability and increase showroom sales.
• Ability to quickly identify processes and provide new solutions to improve better practices.
• Day-to-day problem solving, planning, prioritising and critical thinking.
• Apply knowledge of emerging trends to inform team members to improve their sales technique.
• Works with the SM to coordinate operations, implement the organisation’s strategy, and ensure employees stick to schedules.
• Strong presentation skills.
• Be influential to the team and organise them to reach a shared goal.
• Anticipate our competitors’ strategies and make plans to compete with them. Regularly feedback findings.
• Build relationship with sales teams to support lead generation.
• Strong understanding of the interior sector, including wallpaper, fabric and paint.

Creativity.

• Able to research and lead social media ideas for the showroom to a high standard.
• Has the ability to create visual assets and mood boards at a superior level when needed - in order to communicate design schemes and confirm orders with clients – able to lead the team with creativity.
• Can work with customers to create design schemes using all SDG brands.
• Following up on appointments with visual assets, quantities, costs and lead times.
• Work with the SM to continuously improve displays and showroom visuals.

Coaching/Teamwork/Communication.

• Concentrate on building internal and external networks / relationships with clear communication and collaboration.
• Support the showroom manager by ensuring all new hires receive thorough training and understand their roles and duties.
• A positive role model for all employees by continuously exhibiting a high level of service & attention to detail in tasks.
• Work to influence and empower the team while encouraging them to believe in their ideas.
• Be able to calmly communicate in stressful situations and provide guidance for the showroom team and company.
• Support the showroom team with methods to upsell and cross-sell product.

Administration.

• To ensure that all Sanderson Design Group Brands are fully and appropriately represented to an excellent standard within the showroom at all times.
• Control inventory to ensure sufficient stock replenishment and invoicing is logged correctly.
• Perform calculations with speed and accuracy, with the ability to identify and correct errors.
• Lead security, health, safety and fire procedures – ensuring all staff follow instructions set.
• To have an active role in all showroom meetings, offering feedback on better practices, competitor and customer activity, new collections and any possible opportunities for the showroom.

Measures of Success:

• Customer satisfaction - Monthly showroom and sampling statistics.
• Objectives prioritised, set, managed and achieved.
• Effective and appropriate understanding and representation of ALL brands achieved.
• New customers and project lead generation, providing Return on Customer Visit.
• Detailed objectives achieved.
• Timely reporting as requested.

Connecting with Others.

Effectively collaborate across the business to develop strong relationships with internal and external stakeholders:

• Internal: Marketing team, Leadership team, Sales, Customer Services, International Divisions, Contract Divisions
• External: Customers, Clients

Qualifications.

• Educated to GCSE A-C level as a minimum including English & Maths
• KLC Short course or equivalent

Skills & Experience.

• Superior knowledge of fabric types, classifications and techniques
• You must have management experience in a luxury Customer service environment
• Experience managing a category/floor and supervising people
• A passion for our brands and products coupled with excellent interpersonal communication and presentation skills are essential
• A knowledge of Interior Design
• Able to display confidence, strong work ethic, proactivity and positive attitude
• Strong IT Skills required
• Excellent verbal, written and communication skills, with sound administration
• Confidence using all elements of the Microsoft Office programmes essential
• Excellent attention to detail

Behaviours.

• Leadership, Energy, Professional, Proactive, Dynamic, Organised, Initiative, Confident, Flexible.