Waterworks

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to consistently deliver a premium, luxury-caliber service experience to internal and external clients • Build and maintain strong partnerships with showroom leadership and sales teams to support an exceptional client experience and seamless order management • Partner with the Director to develop, refine, and implement standardized operating procedures across the division • Oversee service execution for large-scale, high-profile, and special projects within the region, ensuring all service-level expectations and timelines are met • Communicate critical business, operational, and performance updates through regular team meetings and ongoing leadership engagement • Ensure timely completion of daily workflows, documentation, and service activities; proactively assess workloads and rebalance resources as needed • Collaborate closely with Service and Technical Support teams to manage support ticket volume and backlog, ensuring service-level agreements are consistently achieved • Design, deliver, and continuously improve onboarding and ongoing training programs to develop team capability and performance • Partner cross-functionally to identify process gaps, implement best practices, and drive operational efficiency and scalability • Manage and enforce the order-to-cash process, ensuring compliance with internal controls, audit requirements, and company policies • Coach and support Client Support Supervisors and teams in resolving client, showroom, and operational escalations effectively and professionally • Equip teams with the tools, resources, and guidance necessary to achieve quarterly shipping targets and performance goals • Serve as the final escalation point for unresolved or high-impact client, operational, or service issues within the region • Enforce consistent adherence to service standards, policies, procedures, and company values • Prepare and deliver weekly and monthly performance reporting, including service metrics, compliance measures, and operational insights • Lead or support additional strategic initiatives and projects as assigned

• Consistently exceed sales and market‑growth targets by driving new revenue opportunities • Act as the first point of contact for inbound client inquiries through a remote phone queue system • Aggressively prospect, pursue, and secure new business via outbound outreach, networking, and targeted market penetration • Develop and expand a strong pipeline of interior designers, architects, builders, homeowners, plumbers, and contractors • Own, manage, and grow a personal book of business, with full accountability for net‑new revenue, market share expansion, and repeat business • Guide prospects through the full Waterworks portfolio, providing expert product knowledge, solutions, and design recommendations • Create strategic proposals, deliver timely and accurate quotes, follow up with discipline, and close deals with confidence • Partner with a Client Support Specialist to ensure a seamless, premium post‑sale experience • Travel frequently to emerging and underserved markets to open accounts, strengthen relationships, and drive brand visibility • Maintain rigorous CRM documentation, pipeline hygiene, and precise forecasting • Serve as a brand ambassador, representing Waterworks with professionalism, confidence, and a growth mindset • Engage actively in industry and showroom events, including networking forums, CEUs, and client engagements • Participate in additional sales‑driving initiatives as needed to expand market share • Other duties and accountabilities as assigned