1. Role Purpose
The Showroom In-Charge will be the custodian of the showrooms operational excellence, brand representation, and commercial performance. This role demands strong leadership, impeccable customer service standards, and the ability to drive premium retail sales while maintaining showroom aesthetics and operational control in line with Stanley Lifestyles’ brand expectations.
2. Key Responsibilities (Detailed)
A. Sales Performance & Target Achievement
- Take full ownership of the showroom’s monthly, quarterly, and annual revenue targets.
- Develop sales strategies based on customer behavior, footfall patterns, and product movement.
- Review daily sales performance with the team and implement corrective actions.
- Ensure each team member achieves their individual conversion ratios and KPIs.
- Focus on high-ticket furniture product selling, premium customer engagement, and upselling.
- Maintain a strong product knowledge base and ensure all staff are trained on the same.
- Monitor enquiry-to-billing conversion rates and initiate action plans to improve performance.
B. Showroom Operations & Administration
- Oversee all daily operations ensuring smooth and efficient functioning.
- Monitor grooming standards, attendance, and punctuality of all showroom staff.
- Ensure proper opening & closing procedures including checklist verification.
- Manage cash handling, billing accuracy, invoice generation, and POS operations.
- Check the functionality of all showroom utilities – AC, lights, furniture, fixtures, computers, etc.
- Ensure showroom cleanliness, fragrance ambience, seating setup, and display readiness throughout the day.
- Handle customer appointments, VIP visits, and schedule-based store engagements.
- Maintain compliance with company SOPs, audit requirements, and safety standards.
C. Visual Merchandising (VM) & Showroom Display Excellence
- Implement Stanley Lifestyles’ VM guidelines precisely as instructed by the VM team.
- Maintain theme-based displays, seasonal layouts, and rotational product showcasing.
- Ensure eye-level visibility, proper tagging, and brand identity elements are always in place.
- Monitor the condition of display furniture, upholstery, dcor items, and lighting.
- Conduct periodic VM review audits and ensure timely corrective actions.
D. Customer Experience & Relationship Management
- Ensure a luxury retail experience for every customer entering the showroom.
- Personally handle high-value customer interactions, consultations, and closures.
- Manage inbound enquiries, follow-ups, quotations, and customer appointments.
- Resolve customer complaints related to product specifications, delivery, or service issues.
- Ensure timely order processing, coordination with delivery teams, and post-sale service support.
- Build long-term relationships with clients including architects, interior designers, and repeat buyers.
- Maintain customer database and ensure CRM follow-up cycles are executed.
E. Team Leadership, Coaching & Performance Management
- Lead a team of Sales Executives, Customer Care Executives, and Support Staff.
- Conduct daily team briefing on targets, priority products, and customer appointments.
- Train the team on product knowledge, selling techniques, VM guidelines, and service etiquette.
- Conduct performance evaluations, identify skill gaps, and recommend corrective training.
- Maintain discipline, attendance records, and staff scheduling (weekly offs/rosters).
- Foster a positive culture of teamwork, accountability, and customer-first mindset.
F. Inventory, Stock & Asset Management
- Maintain accurate stock records including regular inward, outward, and aging reports.
- Coordinate with warehouse teams for stock replenishment, inter-store transfers, and order dispatch.
- Conduct periodic physical audits and reconcile stock mismatches.
- Ensure safe handling of premium furniture pieces, dcor items, and accessories.
- Monitor damages, defects, and initiate claims as per company process.
- Maintain asset registers and ensure all showroom equipment is in working condition.
G. Coordination & Reporting
- Liaise internally with Retail Head, VM Team, SCM/Warehouse, Marketing, Finance & HR.
- Share daily/weekly MIS reports covering:
- Sales performance
- Footfall
- Enquiry pipeline
- Conversion ratios
- VM updates
- Stock and display status
- Customer concerns & resolutions
- Highlight operational challenges and push for required support on time.
- Provide structured feedback on product performance and customer demand trends.
3. Skills & Competencies Required
Technical Skills
- Strong knowledge of luxury retail operations
- Visual merchandising understanding
- Inventory & stock management
- Experience in handling high-value invoicing and billing
- Excellent command of English & Malayalam
Behavioral Competencies
- Leadership & team management
- Customer service excellence
- Problem-solving & conflict management
- Strong communication & interpersonal skills
- Discipline, grooming & brand representation
- Sales-oriented mindset with high accountability
4. Educational Qualification
- Graduate in any discipline (Preferred: Retail Management / Business Administration).
- Additional certifications in Retail Operations or Luxury Sales is an advantage.
5. Work Environment & Requirements
- Ability to work on weekends and retail peak days.
- Strong physical presence and ability to manage showroom floor throughout the day.
- Willingness to travel to other Stanley showrooms for training or meetings if required.
