Design Center & Showroom Manager

About Custom Comfort Mattress:

Custom Comfort Mattress is a family-founded Southern California company that has been making handcrafted, premium, natural-material mattresses for more than 30 years. Every mattress is made locally in Orange County using time-honored techniques, high-quality materials, and meticulous craftsmanship. Across our eight showroom locations, we are known for delivering an authentic, deeply personalized sleep experience that prioritizes comfort, wellness, and long-term rest.

About the West Hollywood Design Center:

Our West Hollywood Design Center is our premier destination for discerning clients, design professionals, and industry partners seeking expert guidance, elevated service, and a more curated, customized sleep solution. In addition to walk-in guests, the Design Center regularly hosts private fittings, designer collaborations, and referral-based appointments.

Purpose of role: The Design Center & Showroom Manager is responsible for leading the overall performance and daily operations of the West Hollywood showroom, while owning and growing the design/trade business. This role leads the overall performance of the showroom, with responsibility of revenue growth, team execution, and client experience. This position combines luxury retail sales leadership with full business ownership, including revenue growth, profitability, team development, and elevated client experience. This role drives B2B and B2C business development. The ideal candidate is a hands-on sales leader with experience in high-end retail who can guide clients through consultative buying experience while developing a high-performing team.

Key Responsibilities

Business & Financial Ownership

• Own showroom performance including revenue, margin, and overall profitability

• Analyze key metrics such as sales volume, conversion rates, average ticket, product mix, and operating expenses

• Forecast weekly, monthly, and annual performance; identify gaps and implement corrective actions

• Manage controllable expenses including labor scheduling, discounting, returns, and operational efficiencies

Sales Leadership & Revenue Growth

• Drive daily sales execution through a consultative, client-focused approach

• Set clear sales targets and performance expectations for the team

• Monitor and manage KPIs including traffic, conversion rates, revenue per customer, and units per transaction

• Lead floor presence, energy, and sales performance to ensure consistency

• Lead by example on the sales floor and coach in real time to improve performance

• Identify opportunities to increase revenue through client relationships, referrals, and product mix optimization

Team Leadership & Development

• Recruit, train, and retain a high-performing team of Design Sales Leads

• Conduct regular coaching, including daily huddles, weekly 1:1s, and performance reviews

• Establish clear expectations and foster a culture of accountability, collaboration, and results

• Maintain a high-performance, accountability-driven culture and address underperformance in a timely manner

• Manage scheduling and day-to-day team operations

Customer Experience

• Deliver and uphold a luxury, personalized, and consultative customer experience

• Build long-term client relationships to drive repeat business and referrals

• Resolve escalated customer concerns professionally and efficiently

• Ensure the showroom environment consistently reflects brand standards

Showroom Operations

• Oversee daily operations including opening/closing procedures and policy compliance

• Maintain merchandising, visual presentation, cleanliness, and overall showroom standards

• Ensure inventory accuracy and support order execution and follow-up

• Partner with operations and delivery teams to ensure a seamless end-to-end customer experience

Strategic Planning & Community Engagement

• Analyze business trends including traffic patterns, product performance, and team productivity

• Develop and execute local action plans to drive performance

• Partner with marketing initiatives, showroom events, and local outreach efforts

• Represent the brand within the West Hollywood design and luxury retail community

• Report on performance to leadership and provide insights and recommendations to improve business outcomes

Design / Trade Business Development

• Lead and grow the design and trade business, including partnerships with interior designers and trade clients

• Collaborate with other showrooms to grow the Design Center business throughout Los Angeles and Orange County.

• Build and maintain long-term relationships with designers

• Meet clients at other showroom locations as needed to support design projects and close sales

• Act as the primary point of contact for trade accounts, ensuring a high-touch, luxury experience

• Lead and develop the Design Concierge Representatives to support execution of design and trade initiatives and drive business growth

• Identify opportunities to expand design and trade business revenue and increase brand presence within the design community

Qualifications

• 5 years of retail leadership or showroom management experience

• Experience in luxury retail, furniture, mattress, or home goods strongly preferred

• Proven ability to drive revenue, manage KPIs, and lead high-performing teams

• Experience working with interior designers or trade clients strongly preferred

• Strong consultative sales skills and relationship management abilities

• Excellent communication, leadership, and organizational skills

• Ability to balance strategic thinking with hands-on execution

Compensation:

$115,000 – $120,000 annually, plus eligibility for a performance-based incentive bonus