Guest Experience Lead: Premium Retail Coach

Thuma; New York (NY); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

401(k)

Medical benefits

Parental leave

Employee discount

Product credit up to $3,000

Paid time off

Holiday pay

Job summary

Thuma is seeking a Guest Experience Lead to elevate in-store hospitality while driving sales and daily operations. This hands-on leader will be on the showroom floor, coaching associates through real-time selling opportunities and fostering a hospitality-driven environment.

You will partner with the Store Manager to maintain a premium showroom, support team development, and ensure operational standards are consistently executed.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Customer service

Coaching

Relationship-building

Team development

Sales-driven

Tools

Shopify

Netsuite

Gladly

Job description

Thuma is seeking a Guest Experience Lead to elevate in-store hospitality while driving sales and daily operations. This hands-on leader will be on the showroom floor, coaching associates through real-time selling opportunities and fostering a hospitality-driven environment.

You will partner with the Store Manager to maintain a premium showroom, support team development, and ensure operational standards are consistently executed.