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Thuma

Posted 1 month ago

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Guest Experience Lead

DenverOn-siteFull-time

AI Summary

The Guest Experience Lead leads the sales floor and store operations at Thuma in Denver, coaching associates, driving sales performance, and delivering a premium, hospitality-focused guest experience.

About this role

The Guest Experience Lead is a hands-on retail leader responsible for delivering an exceptional guest experience while driving sales performance and supporting daily store operations. This role serves as a lead presence on the sales floor, coaching associates through real-time selling opportunities, fostering a hospitality-driven environment, and helping the team achieve store goals.

The Guest Experience Lead partners closely with the Store Manager to maintain a high-performing showroom, support team development, and ensure operational standards are executed consistently. Ideal candidates are relationship builders who lead by example, excel at creating meaningful Guest connections, and thrive in a fast-paced retail environment.

You Will

  • Deliver a premium, hospitality-driven Guest experience by building meaningful relationships, resolving concerns with professionalism and empathy, and identifying opportunities to elevate service and conversion.
  • Drive sales performance through active selling, product expertise, client engagement, and consistent execution of individual and store goals.
  • Lead by example on the sales floor, providing real-time coaching, reinforcing selling behaviors and service standards, and supporting the onboarding and development of new team members.
  • Foster a positive, collaborative, and accountable team culture that reflects Thuma's values and commitment to exceptional Guest experiences.
  • Support operational excellence through execution of opening and closing procedures, inventory and replenishment activities, merchandising standards, and maintaining an organized and visually compelling showroom environment.
  • Ensure compliance with company policies, operational procedures, and brand standards while partnering with store leadership to drive overall store performance.

    • This Might Describe You

  • 2–4+ years of retail sales leadership experience in premium retail, showroom, hospitality, or customer-centric environments.
  • Proven ability to drive sales results, influence team performance, and deliver exceptional Guest experiences.
  • Strong coaching, communication, and interpersonal skills, with the ability to lead by example and develop others.
  • Excellent organizational skills, attention to detail, and ability to effectively manage multiple priorities in a fast-paced environment.
  • Experience using retail technology platforms such as Shopify, Netsuite, Gladly, or similar systems.
  • Passion for design, hospitality, and creating exceptional Guest experiences.
  • Experience serving as a keyholder, sales lead, or floor leader.
  • Experience in furniture, home, lifestyle, luxury, or design-focused retail environments.
  • Ability to work a flexible schedule, including evenings, weekends, and holidays, and lift/move merchandise up to 50 lbs.

    • Why Join Us

  • 401(k): Participation in our 401(k) program with company matching up to 6% of your contributions.
  • Benefits*: Comprehensive medical, dental, and vision coverage with generous employer contributions, 100% paid parental leave, and company-sponsored One Medical and WellHub memberships.
  • Paid Time Off: We operate with a high-performance mindset and we believe healthy, happy, relaxed people do better work.
  • Time to Recharge: Retail teams receive select paid holidays, including key company closure days, along with holiday pay when working on designated holidays.
  • Employee Discount**: 40% off almost all Thuma products.
  • Room Upgrade: A complimentary product credit upon joining, valued at up to $3,000.
    • ** Some exclusions may apply
    * Eligibility for compensation, benefits, and perks may vary based on employment status (e.g., full-time, part-time, temporary), work schedule, and applicable holiday policies, and are subject to the terms of the relevant plans and company guidelines.

    Skills

    CRMFraud Prevention ToolsGladlyInventory ManagementNetSuitePOsSalesforceShopify

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