Design Center Leader

Benefits: Medical, Dental, Vision, and Life Insurance, Short and Long Term Disability, 8 Paid Holidays, Paid Birthday Off, Paid Vacation, Paid Annual Volunteer Day, Extreme Anniversary Program, and 401(k) Plan

ROLE SUMMARY

Providing a best-in-class customer experience is at the core of our success at Buechel Stone, and often the first people our clients interact with are our team of Stone Design Consultants. We are looking for a Design Center Leader who will help this team ensure that every client interaction is exceptional, ensuring the long-term success and profitability of each design center location. They will also lead the team to extend that customer experience to virtual consultations. Lastly, they will foster collaboration with our sales team so that the result is a seamless transition from selection to sales, setting the stage for a frictionless client experience.

We have seen an incredible impact-both with our customers and our business-since we opened our first design center 6 years ago. We are looking for a Design Center Leader who can help us maximize that impact as we continue to grow the team and expand our locations.

Our Design Centers and team of Stone Design Consultants operate under the umbrella of Marketing-in other words, this role is not sales management. Instead, this team is focused on customer experience and sales enablement. In order to understand the scope of the Stone Design Consultants' responsibilities and its significance as a touchpoint between Marketing and Sales, this role will initially lead the team while actively serving as a working design consultant during the growth phase. Once established, the Design Center Leader will be responsible for the performance, consistency, and ROI of all Design Centers. There are a variety of leading and lagging indicators used to monitor the success of the Design Center team; the three key areas of influence the Design Center Leader will focus on for each location include 1) the number of selections per location, 2) ensuring the teams are actively connecting with our ideal target audience, and 3) monitoring the win rates by location to maximize impact and identify friction points during the handoff process with sales.

ROLES AND RESPONSIBILITIES

Customer Experience & Sales Enablement

• Own the customer journey from showroom entry through Sales handoff
• Ensure a frictionless, well-prepared transition once pricing, take-offs, or more technical details are required
• Support improved close-won rates and average deal value through quality lead nurturing

Leadership & Accountability

• Lead and coach Stone Design Consultants across all locations
• Serve as a working Stone Design Consultant as the role scales
• Hold each Design Center accountable to traffic, ROI, event success, and CX metrics
• Run weekly team meetings
• Help each team member establish quarterly projects to improve the success of their role, location, and/or the business

Cross-Functional Authority

• Act as referee with authority between Design Centers and Sales
• Work with Sales and Marketing to adjust lead qualification and handoff processes as needed to eliminate friction
• Escalate and resolve issues with tact, professionalism, and data

Operations & Standards

• Ensure CRM compliance and clean documentation across all locations
• Maintain consistent brand standards, CX, cleanliness, and showroom readiness
• Manage Design Center setup for new locations
• Calculate and report ROI by Design Center
• Ensure proper coverage at all locations so that time off does not affect operating hours

Marketing & Growth

• Work closely with Marketing and Stone Design Consultants to strategize and execute promotion of Design Centers to architects, designers, builders, and end users
• Develop and execute showroom events and partnerships
• Support territory teams with selection experiences and prospecting strategy

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Proven leadership in Customer Experience focused and/or showroom environments
• Strong CRM discipline and comfort with metrics and accountability
• High emotional intelligence and tact in conflict resolution
• Ability to lead without commission-based incentives
• Outstanding customer service skills
• Ability to multi-task and manage priorities.
• Excellent written and verbal communication skills
• Professional presentation and appearance
• Excellent organizational skills and attention to detail
• Valid driver's license
• Willingness to travel to all Design Center locations

Preferred

• Cross-functional leadership experience (Marketing Sales alignment)
• Bachelor's degree
• Architecture, design, or building materials industry experience
• Experience with business to business and business to consumer sales

Competencies

• Communication proficiency
• Organizational skills
• Time management
• Leadership
• Presentation skills
• Diversity and inclusion
• Business acumen
• Project management
• Self-driven
• Ability to collaborate with others

WORK CONDITIONS

• Hours will be Full-Time/On-site Approximately 45 hours/week and/or based of the needs of the job and business

Equal Opportunity Employer M/D/F/V Buechel Stone Corp will consider qualified applicants with arrest and conviction records for employment in compliance with the FCO

Salary : $70,000 - $130,000