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About the Role

Inspire customers to create homes they love by delivering exceptional service, building genuine relationships, and helping them discover products that perfectly suit their lifestyle. Your passion for people and premium retail will bring the West Elm brand to life while driving sales and creating loyal customers.

Responsibilities

• Deliver exceptional customer experiences by providing friendly, professional service, resolving customer enquiries, and acting as a champion for our world-class service standards.
• Lead by example on the sales floor, inspiring and coaching the team to achieve sales targets while creating meaningful customer connections that build brand loyalty.
• Support the day-to-day operations of the store, including opening and closing procedures, supervising the sales floor, and ensuring smooth store operations.
• Build strong relationships with store leadership, customer support and warehouse teams to ensure customer enquiries are resolved efficiently and every customer receives outstanding service.
• Maintain exceptional store standards by ensuring visual merchandising, replenishment, stock presentation, cleanliness and back-of-house operations are consistently delivered to brand expectations.
• Contribute to a positive team culture by sharing product knowledge, identifying coaching opportunities, following company policies and promoting our People First philosophy.

Requirements

• Previous experience in retail or customer service, with experience in a senior retail, supervisory or key holder role highly regarded.
• A passion for delivering exceptional customer experiences, with the ability to build genuine relationships and resolve customer enquiries with confidence.
• Strong sales and leadership skills, with the ability to motivate, coach and lead by example to achieve individual and team goals.
• Excellent communication and organisational skills, with the ability to prioritise tasks and thrive in a fast-paced retail environment.
• A proactive, positive attitude with strong attention to detail, a willingness to learn, and a commitment to maintaining high store standards and living our People First philosophy.
• Ability to remain active on the sales floor and in back-of-house areas for extended periods.
• Ability to climb ladders and use equipment safely.
• Ability to lift and move medium to large items (up to 30kg) using appropriate equipment and safe lifting techniques.
• Confidence using point-of-sale (POS) systems and retail technology.

Skills

• Sales
• Leadership
• Communication
• Organisation
• Customer Service

Location

• London

Work Type

• Full-time
• 40 hours per week

Experience Level

• Senior retail
• Supervisory
• Key holder

Benefits

• Generous employee discounts
• Confidential Employee Assistance Program
• Career development opportunities
• Collaborative and supportive team culture
• Opportunity to be part of a growing global retailer

About the Company

• We're passionate about delivering exceptional customer experiences and creating a workplace where creativity, collaboration and growth are encouraged.
• Join our team and be part of a global business that values innovation, passion and outstanding service.
• Our West Elm store at Westfield London is looking for a Sales & Service Team Lead to join our team.
• We are passionate about creating a workplace where you feel supported, inspired, and excited to come to work.