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.

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 (speciality 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

This position description is not inclusive of all duties and responsibilities and does not include duties that may be reasonably required to be completed as part of the role. This position description can be changed without notice.

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