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Luxury Showroom Manager
3 months ago
Riggs Distributing, Inc. is a luxury appliance distributor based in Burlingame, California. We distribute Sub-Zero, Wolf, and Cove appliances throughout Northern California, Western Nevada, and Hawaii. Associates at Riggs Distributing must contribute towards our company values of Be BOLD. Be OPEN. Be GRACIOUS. Be ALL IN. Our vision is to deliver experiences that connect people to the joy of living.
Riggs Distributing, Inc. is growing, and this growth is driven by an expanding team of smart, motivated, and caring individuals. Our special and unique culture is of utmost importance and is essential to the success and growth of our team. The most important asset in our organization is the team that shows up to work every day with a positive attitude, because we are real people striving to do real good together. To succeed in this, we are adamant about adding the right individuals to our team who will support and protect our core values.
Working as the leader of the Showroom teams at Riggs, the Luxury Showroom Manager will work collaboratively with all members of Riggs Distributing, Inc. and will report to the Director of Marketing and Communications. This role will have two direct reports: the Culinary Manager and Showroom Consultant. The ideal candidate must be humble, kind, and supportive of those within their sphere of influence. As with all leadership positions at Riggs, the Luxury Showroom Manager is a role model for all Riggs employees, living the Riggs values by showing up engaged, authentic, and committed to the success of the team and the company.
The Luxury Showroom Manager oversees all sales activities and culinary events in the showroom, with the objectives of driving demand for our appliances (showroom traffic/sales generation), building brand affinity with all guests (client management), delivering exceptional experiences (sales consultations and events), developing strong relationships with our brand & trade partners, leading and coaching the showroom team, and measuring the success of showroom initiatives. This is a highly visible role and as the chief brand ambassador of our key marketing asset, the Luxury Showroom Manager is essential to ensuring that we deliver an excellent experience to all showroom guests. This role requires strong leadership and project management, interpersonal and analytical skills balanced with a strategic focus, as well as a keen eye for detail and a sense of creativity.
Responsibilities, Expectations, and Key Processes include but are not limited to:
Leads, Manages & Supports
- Empowers others & makes each team member feel that their work is important
- Invites input from each team member and shares ownership and visibility
- Is someone people like working for and with
- Provides coaching and mentorship to team members
- Plans and holds consistent operational & development meetings
- Creates a work environment where people want to do their best
- Facilitates professional development, training, and certification activities for team members
- Partners with Director of Marketing and Communications to develop and implement a departmental budget
Showroom Management and Consultations
- Leadership, Management and Accountability of the success of the San Francisco Design Center Showroom, the Showroom Team and all Riggs culinary events
- Achieves financial objectives for the showroom, including meeting or exceeding sales goals and ensuring the showroom expense budgets are met
- Supports the sales process including following up on sales leads, scheduling appointments, educating customers on product features/benefits, providing educational showroom tours and product demonstrations, quoting prices, dealer referrals, visit follow-ups, tracking sales and closing the sales loop
- Tracks and inputs showroom data in weekly scorecard. Analyzes showroom performance and creates and implements action plans to respond to changing business needs and conditions.
- Ensures that the showroom utilizes excellent NetSuite practices and achieves the highest quality of customer profile capture with every transaction
- Communicates, implements and manages marketing, merchandising and sales programs as it relates to the showroom
- Uses excellent interpersonal skills to establish and nurture long-term positive relationships with visitors, dealers, designers, tradespeople, customers, partners and SFDC members. Work directly with clients and retail accounts in the showroom. Follows up on lead referrals, builds cross-functional relationships with key salespeople and account sales management teams. Focuses on strengthening partnerships to drive more robust sales
- Troubleshoots, revises, and manages Standard Operating Procedures and Core Processes for the showroom team
- Develops and maintains relationships with key trade guests (designers, architects, builders), trade associations, and brand partners to drive showroom traffic
- Manages showroom and events budget; reforecasts as needed
- Proactively develops a high level of product knowledge and expertise on Sub-Zero, Wolf and Cove appliances by attending online training sessions, factory tours/conferences and through self-guided training
- Demonstrates enthusiasm for the brand and is able to effectively communicate company and product features and benefits to showroom team and clients
- Is responsible for operational and administrative duties of the showroom including answering phones/emails, staffing schedules, ordering showroom supplies, maintaining a pristine showroom environment, organizing the storage area, and ensuring all appliances are current, clean and safe.
Showroom and Trade Events
- Partners with the Culinary Manager to ensure that all showroom and off-site events (Supper Clubs, Dealer Trainings, In-Store Demos, Retailer Events and educational/entertaining events) adhere to company standards & policies and meet budget guidelines
- Works with the Chef & Event Lead and Sales Team to schedule dealer and trade training and events each quarter. Ensures that all event forms are completed and approved
- Communicates event best practices and updates to all internal and external stakeholders.
- Possesses exceptional public speaking skills, confidently presenting engaging trainings and compelling product demonstrations to diverse audiences
- Approves event logistics, staffing, timeline, schedules, and budgets. Ensures that the Showroom Events Calendar is correctly updated each week
- Works closely with the Director of Marketing and Communications to drive awareness and traffic to the Showroom and Culinary Events through networking, promotions, and other marketing outlets
- Participates in all tasks related to event preparation and execution if needed, including, food handling, event set up, cleaning, setting and clearing tables, and acting as serving staff
Showroom and Culinary Team
- Leads and motivates Showroom Team (includes Culinary Manager, Chef & Event Lead, Demo Chef, and Sales Consultant) to achieve business goals. Conducts weekly L10 meetings to discuss headlines, to-dos, “rocks”, and issues
- Manages and mentors direct reports (Culinary Manager and Sales Consultant) on all programs and industry trends. Conducts regularly scheduled 1:1 meetings with direct reports using EOS/90i.o
- Provides relevant news and updates to Director of Marketing and Communications at weekly L10 team meetings
- Maintains and enhances staff performance through continuous training and coaching
Guidelines for Success:
Demonstrates Grit: Team member demonstrates ability to persevere when things get hard and/or situation is ambiguous; will make tough decisions, act on them and be consistent; willing to deal with consequences when unsuccessful and move forward undeterred.
Is Curious: Team member exhibits and embraces curiosity; seeks to understand; demonstrates creativity, thinks beyond the first possible solution; recognizes there might be more to discover.
Listens & Influences: Team member asks valuable questions and listens for concerns, unspoken questions and underlying or root issues. Builds productive, honest relationships with customers and other team members, exercising influence and persuasion with integrity.
Interacts with Polish: Team member is an effective communicator, from emails to presentations to thoughtful questions; able to articulate their point of view and demonstrate confidence in their ability to make a positive impact; creates valuable experiences for those with whom they interact.
Anticipates: Team member sees the possibilities, identifies customer and/or other team member needs and offers solutions before they may even know they exist.
Contributes Valuable Ideas: Team member can "connect the dots" based on a variety of inputs (industry knowledge, trends, data, customer conversation, personal observations, etc.); demonstrates critical thinking and provides helpful solutions.
Impacts the Company & Customers: For both customers and company objectives, team member weighs tasks and contributions against the "big picture" and long-term organizational goals; devotes time and actions to most valuable pursuits; thinks about the company's success instead of just their own.
Acts Like a Business Owner: Team member operates as if Riggs Distributing is their own business; understands company operations and considers self to be invested in the customer as if an owner.
Contributes within a Team: Team member collaborates with others to produce work and drive results, grows others who can advise customers by sharing information and creating valuable experiences, and enables teams to work productively together.
Job Requirements:
- 5+ years in direct management experience of teams in a retail store or showroom, including sales experience, preferably in the luxury industry. Experience in design industry, luxury appliances or home furnishings/supplies is a plus
- Experience delivering measurable results; tracking data using CRM (NetSuite preferred).
- Must have the ability to work flexible hours to support events and showroom schedules, including evenings and weekends
- Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
- Experience working with CRM to track data (NetSuite is a plus)
- Knowledge of EOS (Entrepreneurial Operating System) is a big plus
- Must have a clean driving record
- 4-year college degree is preferred
Physical Requirements:
Riggs Distributing, Inc. strives to promote employee health and wellness by paying special attention to prevention of accidents in the workplace which may result in property damage, injuries, or loss of life. We support team members working safely and ask everyone to report any safety or health concerns that could reasonably be encountered while performing their role at a Riggs-owned location or while working from home.
- Must adhere to ergonomic best practices and maintain awareness of risks of injury and ensure that environments are maximized for comfort and productivity
- Must be able to perform general functions and responsibilities in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level
- While performing the functions and duties of this job, employee is regularly required to sit, reach with hands and arms, walk, and talk or hear
- This job requires some stooping, kneeling, bending, and use repetitive motions
- Must be able to occasionally lift and/or move up to 25 lbs.
- Moderate dexterity application of basic skills to use calculator, keyboard, phone, and hand/eye coordination
