The Sales Operations Manager is responsible for the day-to-day performance of the Lots Road showrooms, offices and their teams. This is fundamentally a people-leadership role: you will set standards, build capability, hold staff to account and create an environment where the team is motivated, supported and focused on results.
Lots Road is the commercial and creative hub of the Whistler Collective, housing Ben Whistler Bespoke, Blue Label, Whistler Leather, Ferreira de Sá and Whistler Luxury Staging. The Sales Operations Manager ensures that the showrooms operate seamlessly as both a place of work and a destination for clients — welcoming, well-presented and consistently reflecting the quality of the businesses they represent.
Reporting to the Commercial Director and Finance Director, you will translate strategic direction into operational reality. Sales strategy, market positioning and commercial targets will be set by the Commercial Director and Finance Director; your role is to ensure those targets are understood, owned and pursued by the team and to feed back the intelligence from the floor that informs future planning.
The Whistler Collective businesses all operate within the interiors and hospitality industries — bespoke furniture and joinery, luxury rugs, interior staging — and a working familiarity with this world is desirable. However, deep expertise in each individual niche is not a requirement of this role. What matters above all is the ability to lead, energise and develop a sales team, and to build the culture and operational discipline from which great results follow.
1.
Team Leadership & Performance Management
– Lead, coach and develop the Lots Road sales and support team across all Whistler Collective businesses, with support and direction from the Exec.
– Set clear individual and team targets; monitor performance and hold staff to account in a consistent, fair and supportive way.
– Conduct regular one-to-ones, identify development needs and put in place training, mentoring or support plans.
– Manage day-to-day scheduling, cover and resource allocation across the showroom and office.
– Work in partnership with the People Operations Manager in dealing with HR related matters.
People management
– Demonstrable experience managing and developing a sales team in a commercial environment.
– Confident setting targets, running performance reviews and having difficult conversations constructively.
– Ability to motivate a diverse team and foster a culture of ownership, accountability and mutual support.
– Experience identifying skills gaps and delivering or commissioning relevant training.
– Calm, fair and decisive under pressure.
2.
Sales Standards & Client Experience
– Own and uphold the client experience standard across all touchpoints — new enquiries, walk-ins and established clients.
– Ensure the team follows agreed processes for enquiry handling, quoting, follow-up and closing.
– Monitor pipeline health and conversion rates; identify where process or approach needs to change.
– Model exemplary client-facing behaviour at all times.
– Work with the Commercial Director and Finance Director to implement sales strategy and introduce best-practice approaches; act as the primary conduit between the directors and the sales floor.
Sales process & client focus
– Strong track record in a client-facing sales role, ideally in a high-value or bespoke product environment.
– Understands what a premium client experience looks, feels and sounds like.
– Commercially literate: comfortable reading pipeline data and drawing actionable conclusions.
– Skilled at coaching others on sales technique and professional communication.
– Familiarity with the interiors and/or hospitality industries is desirable; deep expertise in individual niches (bespoke furniture, rugs, staging) is not required.
3.
Showroom & Office Operations
– Take overall responsibility for the smooth daily running of the Lots Road showrooms and offices — presentation, logistics, stock and supplies.
– Ensure the showroom operates as a welcoming, well-presented and properly organised environment at all times.
– Manage relationships with facilities, maintenance and any third-party service providers relevant to the site.
– Oversee health & safety compliance for the shared space in line with company policy.
– Identify and implement operational improvements that reduce friction for the team and improve the client experience.
Operational management
– Experience running a physical office or showroom environment, including facilities and presentation standards.
– Organised and systematic: able to maintain order across multiple concurrent workstreams.
– Pragmatic problem-solver who deals with operational issues promptly and without drama.
– Awareness of H&S responsibilities in a shared commercial space.
– Confident managing external suppliers and service providers.
4.
Events & Marketing Support
– Plan and oversee Lots Road events — client evenings, trade shows, showroom launches and internal occasions — ensuring each has a clear purpose, audience and budget.
– Coordinate the team's involvement in events and ensure the showroom is presented to the highest standard.
– Liaise with the marketing function on showroom-level content, photography and social media requirements.
– Manage the events calendar and ensure sufficient lead time for preparation.
– Capture and share learnings after events to improve future delivery.
Events & communication
– Experience planning and delivering events in a professional setting.
– Strong project management instincts: able to plan back from a deadline and manage moving parts.
– Confident briefing and coordinating a team around an event or deadline,
– Basic understanding of how a showroom presence supports marketing and brand objectives.
– Strong written and verbal communication skills.
5.
Reporting & Administration
– Ensure all regular administrative tasks are completed on time: weekly sales reporting, client records, operational checks and any compliance submissions.
– Maintain accurate and up-to-date records in the company's systems (BWS ERP, shared drives).
– Prepare weekly management reports for the Exec and contribute to monthly business reviews.
– Act as the primary point of contact for operational queries escalated from the Lots Road team.
– Support the implementation of new processes, tools or systems as required by the business.
Reporting & systems
– High attention to detail and personally organised
– Comfortable with CRM or ERP systems and confident learning new tools
– Able to distil operational data into clear, concise written reports
– Understands the importance of consistent administrative process in a sales environment
– Proactive in spotting gaps or inconsistencies and raising them constructively
Scope & Delegation
The Sales Operations Manager has authority over the day-to-day management of the Lots Road team and all operational decisions relating to the showroom and office. This includes setting and adjusting individual targets within the framework agreed with the Commercial Director and Finance Director, managing performance informally and formally within company policy, and making operational decisions to keep the business running smoothly.
The following matters are referred to the Exec or relevant function head:
– Changes to headcount, roles or compensation
– Formal HR action (managed in partnership with the People Operations Manager).
– Capital expenditure and unbudgeted spend above agreed thresholds.
– Changes to sales strategy or pricing.
– External communications that commit the business contractually or publicly.
Performance & Development
– Weekly check-in with the Commercial Director and/or Finance Director to review team performance, pipeline and operational priorities.
– Participation in management meetings and business reviews as required.
– Six-monthly appraisal with the Commercial Director and Finance Director against agreed objectives.
– Active engagement with the company's approach to professional development — for yourself and those you manage.
– Expected to model the values and behaviours set out in company policy at all times.
Benefits:
- Additional leave
- Company events
- Cycle to work scheme
- Flexitime
Work Location: In person
