Job Description
Position: Trade Specialist
Brand/Location: Tottenham Court Road Stores – All Brands
Reports To: Store Manager
Type: Full-time, Monday to Friday, 40 hours per week.
Role Overview
The Trade Specialist is a retail-based, customer-facing role, working directly from the shop floor and trade area within the store. The role utilises strategic selling and problem-solving skills to effectively establish and manage relationships with existing trade members, while proactively building new accounts and business opportunities. Working across all four brands — West Elm, Pottery Barn and Pottery Barn Kids — you will combine a solution-focused mindset with a “get to yes” mentality, delivering exceptional in-store service standards while driving trade sales performance and commercial excellence.
Responsibilities
- Utilise effective selling techniques to achieve sales goals
- Provide sincere, personalised, and energetic customer service that exemplifies World-Class service standards
- Efficiently and accurately process sales transactions to ensure a seamless customer experience
- Perform other duties as assigned by management, including store maintenance, visual standards, and customer service support
- Work with trade members, guiding them through the shopping, order placement, and fulfilment process
- Effectively and consistently manage leads, from recording contact information at initial enquiry through ongoing relationship follow‑up
- Cultivate new member business through effective outreach and follow‑up
- Maintain strong brand and product knowledge, including seasonal launches and current offers
- Work closely with the B2B Account Manager, attend training and weekly touchpoints with the B2B team, and report on and maintain accountability for location trade KPIs
- Stay informed on industry news, trends, and projects, and remain alert to market opportunities
- Actively contribute to achieving the home retail location’s monthly, quarterly, and annual sales goals
- Attend and represent the company at design events and trade shows as required
- Comply with all company policies and procedures
Qualifications, Experience And Key Skills
- High school diploma (or equivalent)
- Interior design certification or qualification
- 1–2 years’ experience in retail sales (specialty retail preferred)
- 1–2 years’ experience in customer service
- Proven ability to manage multiple priorities in a fast-paced environment
- Excellent verbal/written communication skills and the ability to influence business partners at all levels
- Proficient computer skills, including word processing and spreadsheet software programs
Physical Requirements
- Ability to be mobile on the sales floor for extended periods of time
- Ability to lift and mobilise medium to large items, up to 30kg, while utilising appropriate lifting equipment and safety techniques
- Ability to operate POS system
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