General Manager - Experience Studio & Operations

ABOUT THE ROLE

We are looking for an experienced, commercially minded General Manager to oversee the overall performance

and day-to-day operations . The role requires ownership of showroom

operations, sales performance, people management, client experience, order coordination, vendor relationships

and management reporting.

SHOWROOM & BUSINESS OPERATIONS

• Oversee the complete day-to-day functioning of the Experience Studio.
• Maintain the presentation, service and operating standards expected of a premium brand.
• Establish clear processes, responsibilities and accountability across the store.
• Ensure furniture displays, samples and customer-facing areas remain professionally presented.
• Identify operational issues early and resolve them proactively.

SALES & COMMERCIAL PERFORMANCE

• Monitor walk-ins, enquiries, quotations, follow-ups, conversions and sales performance.
• Drive the team towards monthly and quarterly commercial targets.
• Review the sales pipeline and ensure high-potential leads receive timely follow-up.
• Support high-value client negotiations and important customer relationships.
• Track key indicators such as conversion rate, average order value, pending quotations and collections.

TEAM MANAGEMENT

• Manage designers, sales personnel, showroom staff and support teams.
• Allocate responsibilities, review performance and maintain accountability.
• Conduct regular team, sales and project review meetings.
• Support recruitment, onboarding, training and performance evaluation as the business grows.
• Ensure the team understands Vilasitam's product, service and client-experience standards.

CLIENT EXPERIENCE

• Ensure every client receives attentive, professional and well-informed service.
• Personally handle important clients, escalations and complex requirements when needed.
• Build long-term relationships with homeowners, architects, interior designers, developers, hoteliers and

institutional clients.

• Ensure complaints and after-sales matters are resolved professionally and promptly.

PROJECT, ORDER & VENDOR COORDINATION

• Monitor confirmed orders from specification and production through dispatch and installation.
• Coordinate designers, production teams, vendors, logistics and installation teams.
• Track timelines and flag potential delays before they affect client commitments.
• Oversee resolution of installation, quality and after-sales issues.
• Monitor showroom inventory, samples, catalogues and display pieces and coordinate requirements with suppliers.

REPORTING & ADMINISTRATION

• Prepare regular reports covering sales, enquiries, conversions, pending orders, collections and operational

matters.

• Maintain visibility over outstanding payments and coordinate collections with the accounts team.
• Monitor showroom expenses and administrative requirements.
• Provide management with clear updates on performance, challenges and opportunities.
• Recommend improvements to sales processes, customer experience and showroom operations.

REQUIRED SKILLS & EXPERIENCE

• Strong leadership, people-management, communication and client-handling skills.
• Commercially minded with a strong understanding of sales and premium customer service.
• Strong organisational, decision-making and problem-solving abilities.
• Comfortable with Excel, CRM/ERP systems, sales reporting and operational data.
• Experience in premium furniture, interiors, luxury retail, home decor, hospitality or related sectors is highly

advantageous.

• 5-10 years of relevant experience preferred, including previous managerial responsibility.