Design Center Coordinator

Position Overview

The Design Center Coordinator is the cornerstone of the Design Center experience, serving as the primary point of contact for clients from the moment they arrive through successful handoff and post-visit follow-up. This role blends hospitality, sales instinct, deep product and industry knowledge, and operational precision to ensure a seamless, high-touch client journey. They are the operational linchpin between project managers, stakeholder and team members. They drive productivity, structure and momentum.

The Coordinator supports sales execution by guiding clients through their visit, coordinating with consultants and product experts, capturing and managing accurate information, and ensuring disciplined follow-up. This role acts as the client’s advocate, the team’s connector, and the owner of front-end experience quality.

This role requires a minimum of 7 years of experience in the building industry and/or consultative sales environment, with demonstrated ability to manage complex projects, guide high expectation clients, and support sales teams with confidence and credibility.

Client Experience & Ownership

• Serve as the primary point of contact for assigned clients during initial engagement and early project stages

• Welcome, qualify, and establish rapport with clients upon arrival, understanding project scope and desired outcomes

• Facilitate introductions and smooth transitions to appropriate Category Consultants or Product Specialists

• Maintain continuity for returning clients and builder or trade accounts

• Set clear expectations regarding next steps, timelines, and points of contact

• Ensure a professional, responsive, and consistent client experience aligned with brand standards

Lead, Information & CRM Discipline

• Drive disciplined postvisit followup to reinforce next steps and ensure continuity

• Document key appointment details, including project stage, scope, product interests, and preferences

• Ensure all information is complete, accurate, and ready for opportunity passing

• Coordinate internally to confirm selections and monitor quoting and estimate progress

• Maintain clean, timely CRM data to support quoting, follow-up, and project execution

• Escalate delays, gaps, or data issues that may impact the client experience or sales execution

Follow-Up & Sales Connectivity

• Initiate timely post-visit communication to recap the visit and reinforce next steps

• Ensure followup cadence supports conversion and client satisfaction

• Provide tailored follow-up materials that reflect the client’s interests, selections, and style

• Escalate any gaps, delays, or concerns to the Assistant Manager – Sales & CX for resolution

• Partner closely with sales, product, and project teams to support smooth handoffs and ongoing client satisfaction

Sales Enablement

• Identify opportunities to enhance the client’s scope through thoughtful product suggestions

• Support cross-category awareness and complementary product recommendations

• Ensure clients leave with relevant samples, materials, and a clear understanding of next steps

• Support delivery and tracking of estimates and quotes from all applicable teams

CX & Standards

• Uphold premium showroom, service, and communication standards at all times

• Identify and flag potential issues that may impact client experience, conversion, or project success

• Support showroom events and client-facing activity as needed

Success Measures

• All leads and client information entered accurately by EOD

• Timely completion of 48-hour and 1-week follow-ups

• Accurate documentation of project details, preferences, and next steps

• Clean, reliable opportunity handoffs to sales and project teams

• On-time delivery and tracking of quotes, estimates, and follow-up materials

• Positive client feedback and minimal handoff friction

• Strong alignment with sales and CX leadership