Job Description:
The Director, Showroom Experience will elevate our customer journey, ensuring every interaction within our 25+ Showrooms and Galleries reflect the high standards and values of the Cambria brand. They will lead our efforts to create unparalleled customer experiences within our showroom environment while maximizing the utility of these brick and mortar marketing assets. This includes strategic oversight of the showroom experience, customer journey and the implementation of initiatives that enhance customer satisfaction, loyalty, and sales.
In partnership with others, this role is accountable to increase qualified leads, traffic, and ultimately conversion, while managing accurate KPIs down to the location level that provide valuable and actionable insights. The ideal candidate possesses a blend of leadership, vision, and a deep understanding of customer service excellence in the luxury retail sector.
Roles and Responsibilities:
Drive Cambria sales by transforming showrooms from passive hosting spaces into disciplined, luxury consultative sales environments.
Develop operational best practices across all areas of retail operations for Sales District Managers and their Gallery and Showroom staff to execute; create a culture of accountability
Ensure proper Sales training and development for Showroom staff through our L&D department
Ensure that all financial and non-financial resources are consistently, effectively and efficiently managed across all locations
Project management for new locations and remodels once identified by the Showroom & Gallery leadership team
Facilitate connectivity and sharing of ideas with our network of Showroom partners and sales associates to improve frequency of and ROI for events
Travel to locations regularly, and engage Field Sales leaders often to gain insights and identify first-hand issues that need to be addressed
Work in the Showrooms frequently to experience and refine process while identifying opportunities
Drive Cambria sales by developing and deploying strategies, process and tools to increase foot traffic, improve conversion, and elevate the experience at Showrooms and Galleries
Develop and deploy strategies to manage leads and increase YoY qualified foot traffic and improve conversion rates
Rally Marketing, Digital and other teams to develop strategies to effectively market and drive traffic to the locations
Partner with Marketing, Real Estate and Operations to ensure our spaces are optimized for business and the Cambria brand is optimally represented
Work with Samples Fulfillment and to ensure optimal disbursement of Samples to consumers and trade
Engage with local Field Sales Management to drive local execution of all programs and ensure effective communication
Drive Cambria sales by developing and managing measurable KPIs to drive accountability for all stakeholders.
Define and develop Key Performance Indicators (KPIs) that dictate success and create the standard deliverables required from the showroom staff
Partner with Salesforce, BI, and other teams to implement a model with complete adoption
Leverage technology and automation where possible including cameras and AI to inform strategies
Develop action plans and lead initiatives to capitalize on insights to drive improvements
Minimum Requirements:
Education: Bachelor’s degree required, in marketing, business, Interior Design or similar field
Experience: Requires 5+ years in retail sales with management experience. Home/design experience, understanding of the industry is preferred.
Systems: Working knowledge of Google Suite, Microsoft Office, and Salesforce
Additional Requirements:
Travel Requirements: Travel required both regionally, nationally and in Canada. Must possess or be willing to secure a valid passport.
Up to 75% air travel
Physical Requirements: Office position requiring telephone and computer use. Must be able to lift up to 40 pounds for displays, samples and other marketing materials
Cambria’s starting…