ROLE OVERVIEW This role will oversee the day-to-day operations of the retail business (The Shop), ensuring an exceptional customer experience. In addition, the individual will serve as a key member of the firm’s leadership team, helping coordinate operations and support the strategic direction across our three distinct but complementary lines of business. The role will also provide training and ongoing coaching to the Retail Concierge Design team to ensure a consistently elevated client and design experience. Operations Process Creation + Improvement - Create, document and refine standard operating procedures to improve the customer experience, and the employee experience while maximizing profitability Business Development - Build and manage a system to track and manage customer prospects, active quotes, and inquiries Staffing - Create and manage the staff calendar and assist with hiring of staff. Work with owner on purchasing strategy Act as the point person for POS issues among the staff, vendor and bookkeeper Ensure showroom reflects the Flourish brand, tidy and free of maintenance issues Support sales staff during high traffic times or as needed working the showroom floor Management: Participate in weekly leadership team meetings with firm owner, controller, marketing, and operations to discuss strategy and priority across lines of business Manage sales team members to ensure processes and practices are followed consistently and interactions are consistent with Flourish values Plan and run sales team meetings Review and submit time for employee pay Coordinating and directing Design Installation Specialist for customer deliveries and to stage and reset The Shop Schedule new product training sessions and continuing education opportunities for the staff Customer Experience + Marketing: Merchandise the store (quarterly resets of vignettes and weekly refreshes for smaller items) Find creative ways to stay engaged with loyal customers
