Salary: £35K + 30% Bonus

Location:

Covent Garden, London

OverviewTaylor and Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process, delivering an exceptional customer experience (as shown by thousands 5 customer reviews)

With a store in Covent Garden in London and a showroom in New York, we attract customers to our in person consultation experience. As the brand has grown, over 50% of our customers have some kind of design modification or a fully bespoke design

We’re now looking for an accomplished jewellery sales consultant with experience in designing bespoke pieces and quoting diamonds and gemstones. We’re looking for someone highly motivated by hitting and exceeding sales targets, who will be happy to also support the sales team with their ongoing 3D design needs.

The RoleA Taylor and Hart Jewellery Designer is the face of the company and is an expert in providing customers with an industry leading consultation experience. They are highly knowledgeable about 3D design, jewellery, diamonds and gemstones, and each Jewellery Designer uses their talent, experience and people skills to meet with our customers in person and through our virtual consultations. This specific role will also seek to represent the sales team when agreeing on 3D design policies and processes between sales and the customer, and sales and the wider 3D design team.

Main Responsibilities

Engage and guide customers in person and via email, phone, Whatsapp and virtual video consultations

Inspire excitement with every customer you meet. Through their gem, their design and their experience, ensuing each customer becomes a brand ambassador

Collaborate with the customer, the 3D CAD team and the production team to ensure every aspect of a product is carefully considered for each customer.

Collaborate with the 3D CAD team and the production team to improve policies and processes to ensure a streamlined process and a great customer outcome, every time

Provide ad hoc 3D support, when required and the wider 3D team is stretched or unavailable (weekends)

Deliver sales efficiently

Whatsapp, email and phone to qualify new customers

Ensure that the customer pipeline is constantly attended to, effectively clearing the backlog of non-responded or otherwise waiting leads

Respond to all new customer enquiries as quickly as possible and mostly within one working day

Commit time for the wider team in setting customers expectations to ensure their experience is set with success from their first point of contact to after they receive their purchase

Work with precision to ensure all information is complete, accurate and company policies are followed to enable a greater contribution to continued company growth

Produce a high conversion rate of consultations that convert into sales

Work as part of a team to contribute through innovation

Explore new approaches and ideas to remain ‘a step ahead’ with each customer’s experience

Consistently strive to improve the consultation experience, by keeping a close eye on industry best practices and staying on top of potential innovations in technology

When needed, provide support to the wider sales team

Have detailed knowledge of Taylor and Hart’s brand values and be a champion of those values in every customer or colleague interaction

Work towards constantly improving the efficiency of the sales process

Deliver high quality written and verbal communication to customers, which corresponds with the company’s Tone of Voice guidelines

Comfortably navigate around key systems needed for the successful fulfilment of the Jewellery Designer responsibilities (QT, Salesforce, YesWare, Intercom, Photoshop, Illustrator, etc)

Comply with all internal policies for delivering a finalised quote, keeping errors, returns and any sub-optimal customer or colleague experience to a minimum

Key Performance Indicators

Sales per month

Conversion Rates

Response Times

Net Promote Score (Customer Feedback)

Requirements

Experience in 3D CAD jewellery design

Experience in customer-facing roles

Experience in designing bespoke rings

Highly tech-capable - the role requires the use of Salesforce CRM and other quoting and sourcing software we’ve developed

Preferably experienced user of Photoshop and Illustrator

Preferably some understanding of how rings are crafted

Preferably GIA GG or similar qualification (or else extensive experience in working with diamonds and gemstones)

We will require references who can speak with us about you and your performance

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