Job Description

Castlery is looking for a Senior Relationship Management Specialist to join our flagship store team.

Our flagship store, situated at Orchard Liat Towers totaling a 24,000 sq ft across two floor, our largest showroom to date, is aimed to to provide an enhanced store experience that complements the customer\'s online-to-offline shopping experience.

With the expanded showroom, the team is looking to grow its headcount further to join and create an extraordinary shopping experience for our customers. You will play a key role in welcoming visitors at Castlery with enthusiasm, understanding customer needs, providing appropriate solutions and facilitating a seamless purchasing process.

Every day is an opportunity for us turn a showroom visitor into a loyal Castlery customer. At heart, we value teamwork and believe in achieving a great customer experience together.

Come join us if you have a strong sense of where we\'re going and what we have to offer.

What you\'ll be doing

In this senior role, you will be responsible for ensuring excellence in both customer and team experiences on the floor. Your primary focus will be on daily floor operations, business reporting, coaching and fostering a positive, fun and productive work environment.

• LEADERSHIP AND COACHING:

• Inspire and support ongoing learning to fellow team members to deliver outstanding results through providing direct feedback and mentoring.
• Support and mentor team members in achieving both individual and team KPIs.
• Foster a positive, respectful and collaborative team culture, providing guidance and support as needed.
• CUSTOMER EXCELLENCE

• Oversee and manage the customer experience on the floor, ensuring high levels of satisfaction and loyalty. Responsible for the conversion of sales from walk-in customers, emails, chats, and other sales channels.
• Be knowledgeable of our furniture products and different line of furniture solutions we can provide.
• Recommend design-focused solutions tailored to customers\' requirements (style of home d\xc3\xa9cor desired, floor plan, etc.).
• Be responsible to achieve individual KPI (and support team members in achieveing theirs) and \xe2\x80\x9cgolden standard\xe2\x80\x9d set by the head of sales department.
• OPERATIONS

• Responsible to support day-to-day operations & company communication to the sales team, from prioritising and adapting to daily business needs in the moment.
• Work closely with cross departments to ensure smooth operation and customer satisfaction are met.
• Assist in store operational excellence by ensuring general showroom maintenance, receiving / issuing stocks, and monthly high accuracy stock take.
• Perform other roles within the store such as maintaining visual standards and assisting other team members.

Location and Working Hours Information:

• Location: 541 Orchard Rd, Singapore 238881, Liat Towers
• Working hours: Retail hours, 5 days a week including weekends

What you\'ll need

• Minimum 3 years of experience in B2C sales or sales experience in a retail environment in a senior role.
• Prior experience in furniture or homewares would be an added advantage.
• You can work in a fast-paced environment.
• You have a proven track record of customer centricity and possess strong people skills (approachable, good listener, and empathetic).
• You are committed to giving and receiving feedback - you feel there is always more to learn and are open to feedback on your performance.
• You have a commitment to quality with exceptional attention to detail.
• You have good work ethic and can present yourself well.
• You are an excellent team player.
• You have a strong knowledge of MS Office (Word, Excel, and Outlook).
• Always curious, you stay relevant and updated with furniture trends, ready to apply your learning in customer interactions.

What we promise

Our first promise - the ride of a lifetime

You\'ll be joining a company in its most exciting phase; we\'ve proven our product market fit, and with the growing online penetration of furniture, we\'re now focused on hypergrowth. You\'ll have a front-row seat in witnessing the growth of our customer base and organization at a global level.

Our second promise - a place to thrive

We\'re building a company that has people as one of the company\'s core pillars for success. It\'s our mandate to help every employee perform to their highest potential so that they can do the very best work of their lives here, at Castlery.

We\'re committed to our employees\' growth, and continuously strive to ensure our employees are set up for success through their journey, starting with an excellent onboarding experience, and carrying over into emphasis on personal and professional development

Castlery strives to maintain a psychologically safe, transparent, and flexible work environment to enable our people can perform at their best level and believes in partnering with our employees to raise that level as they grow with us.

Castlery