Sleep Center Lead

Position Summary

The Sleep Center Lead combines the core expertise of the Sales Specialist 1 with expanded role-based capabilities and a focus on leadership. This position consistently executes the Living Spaces Guest Engagement Model to create a positive and repeat guest experience while achieving targeted Sales per Hour and adhering to all KPI standards. In addition to selling responsibilities, the Sleep Center Lead supports more complex operational transactions, including returns and exchanges, and may assist with knowledge sharing and on-the-job support as needed. The role also includes leadership responsibilities such as training and coaching.

Position Description

• Execute and drive proficiency in the Living Spaces Guest Engagement Model by connecting behaviors to expected sales outcomes and meeting or exceeding Sales Per Hour thresholds.

• Provide relevant advice, product knowledge, and product recommendations by conducting rest tests and assessing individual guest sleep needs.

• Present a complete sleep solution aligned to guest needs, including mattress, base, pillow, protector, and sheets.

• Ensure the Sleep Center is “Grand Opening” ready by completing the daily task list and adhering to established style guides.

• Perform all guest email follow-up and resolve open Customer Relationship Management (CRM) follow-up tickets for Sleep Center guests.

• Assist Store Leadership in resolving guest escalations, returns, exchanges, and discounts in accordance with Standard Operating Procedure (SOP) guidelines.

• Open and close the Vault in compliance with SOP requirements, ensuring all required documentation is accurately completed within established timeframes.

• Ensure all team members complete required training and demonstrate the ability to effectively execute company expectations and ongoing training modules.

• Comprehend, interpret, and apply data related to sleep sales, add-on sales, and penetration to assess current departmental focus.

• Implement Sleep Center initiatives while cultivating a positive store culture by acting as a servant leader and prioritizing the experiences of both guests and team members.

Qualifications

• High School Diploma or GED equivalent required. Minimum 2 years of retail experience in a direct customer interactive environment. High volume experience is preferred. Equivalent combination of education and experience will be considered.

• Computer Skills: Experience in Microsoft Office programs.

• Certificates and Licenses: None required.

• Supervisory Responsibilities: This position will not have supervisory responsibilities.