Senior Customer Service & Gallery Lead
We are a premium window coverings showroom on the Gold Coast looking for a Senior Customer Service and Gallery Lead. The perfect candidate for this role will be responsible for leading a premium retail environment focused on high-end, made-to-measure window coverings, awnings and security screens. This role requires a balance of interior design expertise, sales leadership, exceptional customer service skills and operational management to deliver a luxury customer experience. While this role does not have direct reports or formal people-management responsibility, it is a senior, trusted position requiring strong judgement, autonomy, and the ability to guide and support other team members in delivering an exceptional customer experience.
Core Responsibilities
· Sales Leadership: Drive showroom profitability by managing the sales process from initial inquiry to final installation. This includes following up on leads and meeting monthly KPIs.
· Customer Experience: Provide expert styling advice and technical product knowledge (e.g., automation, fabrics, and measurement) to help clients realise their design vision. You must also provide customer service support dealing with and resolving any issues as well as following up to ensure all clients' expectations are met.
· Showroom Operations: Maintain the gallery space, ensuring all displays are in pristine condition and reflect current brand standards. Ensure all information and collateral is up-to-date and readily available.
· Senior Support & Guidance: Act as the senior lead within the showroom, setting standards and providing informal guidance and support to junior team members to ensure high-quality customer interactions and smooth internal operations.
· Lead Management: Manage the field team's calendars and appointments to drive efficiency. Oversee in-showroom consultations to convert leads into sales.
Requirements & Qualifications
· Experience & Education; Typically, 5 years + of retail management experience, ideally within the luxury home goods or interior design sector. Tertiary education in either interior design or business management.
· Technical Knowledge: Existing knowledge of window treatment measurement, installation, and custom product specifications.
· Skills: Exceptional communication and negotiation skills are required to handle high-end clients and complex design briefs.
· Administration; Organised with high level attention to detail and excellent record keeping. Create and maintain reliable and updated records, experience managing CRM and Accounting systems and be able to manage the coordination of repairs, warranties and installations as well as general quotes and enquiries.
· Availability: Monday to Friday 9.30am-4pm
About you;
You are a positive, proactive, and self-directed professional who enjoys taking ownership and working autonomously. You are comfortable being the senior presence in a showroom, supporting others without formal line management, and partnering closely with the business owners to help grow and elevate the business.