Sales & Showroom Associate – Virtual Consultation Specialist

Job description

Nordic Knots is an interior design brand specialising in premium rugs and textiles rooted in Scandinavian aesthetics. We create timeless, aspirational products and experiences designed to elevate modern living. As we continue to grow in the US, we are opening our LA Flagship in West Hollywood, an important new chapter for our physical retail presence. As part of the LA store team, we are adding a dedicated virtual consultation and clienteling focus that serves clients across the US from the showroom floor. We are seeking a confident, design-led seller who thrives on building long-term client relationships, both on screen and in person. Role Mission Your mission is to grow long-term client value through expert virtual consultations and proactive clienteling, working from our LA Flagship. You will guide online clients from first inquiry to confident purchase, nurture our most valuable residential and Trade clients through personalised outreach, and drive repeat purchases and Customer Lifetime Value (CLV). Being based in the showroom means you have the full collection and master sample library at hand for every consultation. This is a store role: you are a member of the LA Flagship team, your virtual and in-store sales are attributed to the store, and you share in the store's targets and bonus structure. You also support floor coverage, client walk-ins and day-to-day operations when the showroom needs you. Virtual consultations and clienteling are the primary focus of the role, supported by showroom coverage and operations as needed. As this is a new role, the balance between the two will take shape over time together with the Showroom Manager. Showroom shifts are planned on the weekly rota, and booked virtual consultations take priority. Key Responsibilities Virtual Consultation & Pre-Sales Virtual Consultations: Conduct live video consultations from the showroom, using the collection and sample library to guide clients on rug texture, scale, colour, traffic suitability and lifestyle needs such as pets, high traffic and light. Consultative Selling: Guide online clients through the awareness and evaluation stages of their journey, turning pre-sale inquiries into confident purchases and long-term relationships. Quotations & Orders: Prepare quotations, process orders and manage follow-up from inquiry through delivery. Product Expertise: Continuously develop deep knowledge of Nordic Knots collections, materials and services to consult with and educate clients. Clienteling & Retention Proactive Outreach: Initiate personalised communication with our top-tier client segment to drive repeat sales, using HubSpot and the Business Central (BC) Customer Dashboard to identify timing and preference signals. Relationship Management: Build and manage a portfolio of high-value residential and Trade clients, including interior designers and architects, acting as their dedicated point of contact within the brand. Problem Pre-emption: Identify potential delivery or production delays early and offer proactive resolutions before they become service issues. Sales Goals: Contribute to the LA store's sales targets and KPIs while maintaining a high standard of service; all virtual consultation sales are attributed to the store. Showroom Support & Operations (as needed) Floor Coverage: Support face-to-face sales in the showroom during peak periods, breaks and absences, giving walk-in clients the same thoughtful design guidance. Opening & Closing: Support opening and closing procedures and other daily operational responsibilities on scheduled showroom shifts. Samples & Merchandising: Help keep samples organised, labelled and display-ready on the floor and in storage, including care of the master sample library. Receiving & Inventory: Support receiving, inspection and logging of deliveries, and help maintain accurate sample inventory records. Cross-Functional Support Team Support: Assist the Ecommerce & CX Specialist during extreme volume spikes to maintain brand-wide service levels. Insight Sharing: Raise operational risks, commercial anomalies and client feedback to the Showroom Manager to drive improvements. Qualifications & Experience 3+ years in high-end retail, showroom, personal shopping or clienteling sales, ideally within interiors, home or another premium design-led environment. Experience with rugs, curtains, home textiles, furniture or related categories is highly valued. Proven ability to meet or exceed sales targets through a confident, relationship-based approach, including remote or virtual selling. Strong eye for interior design, with the ability to guide clients across colour, material, scale, space and use — on camera as well as in person. Natural relationship builder, comfortable with both private clients and Trade professionals. Confident using CRM software (HubSpot preferred), POS systems and Google Workspace/Microsoft Office; experience with Zoom, Teams or similar video tools. Familiarity with Business Central or Zendesk is a plus. Able to manage multiple client projects across email, phone, video and in-store channels at the same time. Desirable Attributes Sales-forward: A natural closer who sees every inquiry as the start of a long-term commercial relationship. Empathetic designer: Understands a client's aesthetic vision and lifestyle needs and translates them into the right textile solution. Flexible team player: Moves comfortably between screen and showroom floor and steps in where the store needs support. Proactive and self-led: Identifies what needs to be done, raises risks early and acts in line with Nordic Knots' values, culture and sense of responsibility. Calm and organised: Keeps a warm, welcoming client experience while managing multiple priorities.