Retail/CX Associate

The Retail and CX Associate Hybrid is a dual-role dedicated to delivering exceptional in-store and online customer experiences. This position requires a blend of hands-on store management and superior digital communication expertise. The ideal candidate is deeply customer-centric, adaptable to both physical retail and digital environments, and exhibits a passion for design, luxury, and bedroom furnishings.
In this role you will be responsible for exhibiting an inviting, elevated, confident and friendly attitude whilst delivering a best-in-class customer experience as part of our first Flagship store team.

Key Responsibilities:

• Provide a 6-star concierge experience in-store. Greet customers, assist them in product selection, provide recommendations, and handle transactions with efficiency.
• Store merchandising - restock shelves, ensure attractive product display, and stay informed about product features, benefits, and inventory levels to effectively recommend items to both in-store and online customers.
• Build brand loyalty by being a product expert.  Understand all products, product lines, prices, delivery times, promotional services, and other key information and effectively communicate those to customers in store and online. 
• Communicate proactively with the store management and CX management teams about emerging issues and look for opportunities to improve based on customer interactions and feedback. 
• Step into the cafe when needed, taking orders and serving customers with precision and care.
• Ensure a clean and organized store environment, promptly addressing any issues.
• Provide a 6-star digital experience. Respond to customer queries in a timely manner via email using our CRM Gladly, ensuring unparalleled service that exceeds customer expectations.
• Handle day-to-day upkeep of the eCommerce inbox, including proactive customer outreach,  flagging emails, maintaining documents and liaising with shipping partners- all while staying within our SLA.
• Maintain weekly team goals and metrics.
• Be present and available on Slack for effective communication.

This Might Describe You:

• This job requires availability to work weekends and occasional holidays. 
• This job requires the ability to work in-person at the Thuma Flagship Store/Office in NYC
• 1-2 years of experience in retail, customer support, hospitality, account management, or a related service position.
• Strong communication skills with an inquisitive nature.
• Proficiency in working cross-functionally.
• Familiarity with Shopify and Gladly is a plus.
• A proactive and motivated individual with the ability to take initiative
• Ability to lift, carry, and move heavy items, often in excess of 50 pounds

Why Join Us: Benefits: Comprehensive medical, dental + vision coverage options with generous employer contributions *Paid Time Off: We believe healthy, happy, relaxed people do better workExtras: 12 weeks of paid parental leave + company sponsored membership at One Medical *Employee Discount: We provide an employee discount of 40% off all Thuma productsRoom Upgrade: A complimentary product credit when you start, worth up to $2,000
* Eligible employees

Who We AreThuma is a bedroom lifestyle brand, offering customers Bed Time essentials and amenities designed to celebrate life’s simple pleasures through thoughtful elevated design, quality craftsmanship, and modern convenience. 
We recognize that people come with a wealth of knowledge and are talented beyond the scope of a functional role. If this sounds like you, we encourage you to apply even if your experience doesn’t precisely match our job description. We hire for integrity, initiative, collaborative spirit, open mindedness, and willingness to learn. 
Thuma is dedicated to going above and beyond to bring people with diverse perspectives and unique experiences together to do great work. We strive to create a sense of belonging by creating an inclusive culture where everyone can be their authentic self and by treating each and every team member with kindness, equity, and respect, always.