Design Centre Experience Manager

Work Location: Vancouver, BC

Work Type: 100% Onsite

Job Type: Full-time, Permanent

Salary range: $90K-$100K plus bonus

At Ames, our people are at the heart of everything we do and that commitment comes to life in our Design Centre. As a Design Centre Experience Manager, you’ll play a key role in creating a space where designers and their clients feel welcomed, understood, and confidently supported in bringing their projects to life within a Design Centre that is being shaped from the ground up, with a role in defining the next evolution of Ames.

This is a hands-on leadership role for someone who brings together a strong design sensibility, commercial awareness, and a genuine care for people. You’ll lead a team that knows how to listen, anticipate needs, and guide clients in a way that feels both elevated and easy, creating an experience that is thoughtful, personal, and seamless from start to finish.

The Design Centre Experience Manager is responsible for leading the day-to-day operations of the showroom while shaping an environment where every detail, both seen and felt, contributes to a refined and memorable client experience.

Core Responsabilities

Client Experience and Service Delivery

• Create a welcoming, thoughtful showroom experience where clients feel comfortable, supported, and genuinely cared for
• Take a consultative approach, listening carefully, anticipating needs, and guiding clients with clarity and confidence
• Support clients through the full project journey, from early inspiration to final order
• Ensure every interaction feels intentional, unrushed, and thoughtfully guided from start to finish
• Continuously refine the customer journey to make it more intuitive, seamless, and supportive
• Set and uphold clear expectations for how clients are welcomed, guided, and followed up with

Team Leadership And Development

• Hire, train, coach, and support a team to deliver a consistent, high-quality experience
• Lead by example, demonstrating warmth, professionalism, and attentiveness in every interaction
• Provide real-time coaching and feedback to help the team grow in confidence, judgment, and capability
• Foster a culture where people take pride in their work, support one another, and care deeply about the client experience
• Ensure team members are equipped to thoughtfully support a wide range of clients with consistency and ease

Showroom Experience And Merchandising

• Maintain a space that feels inviting, inspiring, and easy to navigate
• Lead the creation of curated displays that help clients visualize possibilities and make decisions with confidence
• Ensure the showroom is consistently organized, well cared for, and reflective of a premium experience
• Pay close attention to the details that shape how the space feels, ensuring every element contributes to a seamless experience
• Act as a brand steward, upholding a consistent, elevated standard in presentation and environment

Community Engagement And Brand Representation

• Build meaningful, long-term relationships with designers, architects, and industry partners
• Host events that feel engaging, well-considered, and welcoming
• Collaborate with marketing to share the story of the space and the experience it offers
• Represent the brand with authenticity, credibility, and quiet confidence

Operations And Continuous Improvement

• Oversee the daily flow of the showroom, ensuring everything runs smoothly and predictably behind the scenes
• Develop and maintain clear, practical processes that support consistency and quality
• Keep samples, displays, and consultation areas organized, current, and ready for clients
• Work closely with internal teams to improve how the design center operates
• Proactively identify opportunities to enhance both the client experience and operational effectiveness

Commercial Performance And Sales Support

• Take ownership of showroom performance, including sales, conversion, and repeat business
• Manage leads and client follow-ups with consistency, care, and attention to detail
• Support quoting, order processing, and coordination of samples
• Use data, observation, and client feedback to identify opportunities for improvement
• Ensure clients leave feeling confident, cared for, and clear on their next steps

Qualifications

• 5+ years of experience managing a premium retail showroom, design-driven sales environment, or service-led space
• Degree in Interior Design or a related field, with strong design sensibility
• Knowledge of tile and stone products is an asset
• Experience leading teams and supporting their growth and performance
• Strong understanding of customer experience and consultative selling
• Experience working with CRM, POS, and reporting tools
• Proficiency in Microsoft Office (Excel, Teams, PowerPoint) and related systems
• Flexibility to work retail hours, including weekends, evenings, and special events as needed

Competencies

• Genuine, people-first approach to client service
• Strong leadership and team development skills
• Ability to build trust and long-term relationships
• High attention to detail and care in execution
• Organized, proactive, and solutions-oriented
• Strong communication and collaboration skills
• Balanced creative and commercial thinking
• Ability to exercise sound judgment and take ownership
• Professional, reliable, and grounded in integrity

Physical Requirements

The physical demands described are representative of those required to perform the essential functions of this role, with or without reasonable accommodation.

• Ability to stand and walk for extended periods throughout the workday.
• Ability to safely lift, carry, push, and pull items up to 25 lbslbs (e.g., samples and showroom materials).
• Ability to perform light physical tasks such as setting up displays and maintaining showroom presentation.
• Ability to use computers and other technology for extended periods.
• Ability to communicate effectively and respond to safety cues.
• Ability to communicate effectively with clients and team members.
• Ability to work in a retail showroom environment with varying activity levels.

Please email resumes and cover letter to ***email_hidden*** with Subject line: VAN – Design Centre Manager

Our Story

Ames Tile & Stone Ltd. is a Vancouver born, Canadian company, founded by two brothers in 1912.

Fun fact: The partnership between the brothers lasted less than two weeks, but Ames Tile & Stone has lived on for over 100 years.

A family-owned business with a strong reputation built over four generations. Ames Tile & Stone is Western Canada's premier importer and distributor of high-quality ceramic and porcelain tile, luxury vinyl and complementary products.

We are a trusted partner in the industry, known for our commitment to exceptional customer service and delivering high-quality, design-forward solutions.

Family. History. Proud to be Ames Tile.