Monica Vinader Ltd Careers

Job Title: Senior Trade Partner Associate

Location: Remote

Reporting To: Head of Customer Experience

Who we are

At Monica Vinader, we’re on a mission to prove that buying better, wearing longer and doing better don’t have to be mutually exclusive. From our commitment to making the most sustainable jewellery we can using precious materials, to the timeless style and endless versatility of our pieces, we are driven to making everyday fine jewellery accessible and affordable.

And don’t just take our word for it, we are proud to be recognised in the industry through three recent awards, proving we are leading the way in sustainable jewellery:

●        Ethical Jewellery Business of the Year 2021, Retail Jeweller

●        Queen's Award for Enterprise: Sustainable Development 2022

●        Responsible Luxury Business of the Year 2022, Positive Luxury

●        Best Sustainable Luxury Jewellery Brand 2022, Marie Claire UK

We are digital first, customer obsessed, female led and inclusive, focused on creating meaningful relationships with our community, who we owe our success to. We are looking for someone special to join our team to help us make luxury something we can all enjoy everyday.

Where we need your help

We have all the makings of an iconic brand - beautiful products that are timeless and designed to last, service that exceeds our customers expectations, a passionate founder that cares deeply about doing what is right and a loyal and growing community who advocate for us.

Reporting to the Head of Customer Experience you will be responsible for managing the order flow and service requests for our global trade partners. 

You will provide a high level of service to all internal and external customers. You will be proactive in supporting a hardworking, friendly, open, fun and honest atmosphere.

What you’ll do

Customer Care

●        Manage a dedicated inbox of service requests from partners (Selfridges, Farfetch, Nordstrom, Chicmi etc) ensuring you investigate and respond to email queries in a timely manner. You will always be accountable for your actions and ensure customer promises are upheld.

●        Create weekly reporting to show trends in partner communications and provide recommendations to relevant stakeholders to drive change and improvement.

●        Maintain the brand's reputation for excellent customer service by acting as an ambassador and being an expert in collections, products and partner policies whilst following our brand tone of voice.

●        Build strong relationships with both our trade partners directly and trade co-ordinators across the business to ensure you can reflect our brand value of Customer Obsession.

●        Work alongside Online Partnerships Team to support new partnership set up and existing partnership relationships - identifying and aligning on policies and training internal stakeholders (such as Customer Care) where needed.

Administration

●        Import and enter trade partner orders into Monica Vinader OMS system to ensure they are delivered accurately and on-time.

●        Maintain and update customers’ records in line with data protection policy

●        Support other business customer activities such as order upload, order dispatch/tracking, resolving discrepancies, and order packaging/supplies.

●        Support Returns and Repairs for trade partners, ensuring policies are shared and upheld as well as acting as an escalation point to ensure issues are resolved efficiently and effectively.

●        Identify opportunities internally to improve and challenge processes and ensure you uphold the company value of customer obsession.

Logistics + Operations

●        Have a detailed working knowledge of our Trade Partners and MV delivery propositions - allowing you to work alongside the Logistics Manager to ensure requirements are met for both sides. You will act as the key source of communication between both parties.

●        Work with the Online Partnerships team and Logistics Manager to communicate anticipated forecasts and carrier collections are sufficient.

●        Act as an escalation point for Logistics inbox queries whilst being responsible for any specifically relating to Trade Partner orders.

●        Be responsible for overseeing the delivery of goods being shipped to a Trade Partner both Customer/ Business (i.e Selfridges D2C and Nordstrom Concession B2B) and escalating efficiently should there be an issue or concern.

●        Be responsible for overseeing the delivery of goods within our own store and influencer networks and escalating efficiently should there be an issue or concern.

Key Responsibilities    

Actively seek to exceed expectations for our trade partners

Achieve all internal KPIs to ensure a strong relationship is maintained

Comply with Data Protection Act and PCI Compliance Regulations at all times

Offer flexibility during peak periods

To use all Microsoft Office package and in house IT solutions

KPI’s

To achieve your set targets in the following areas – Order Upload, Speed of Service, Data Accuracy

What you’ll bring

●        Strong ability to build trusted relationships through a professional but personable approach   

●        Multi-tasker with the ability to prioritise workload

●        Strong knowledge of MS Word, PowerPoint, Excel

●        Excellent verbal and written English communication skills

To be successful at Monica Vinader...

●        You are a doer

●        You’re a team player

●        You’re humble

●        You are honest, straightforward and transparent

●        You are a good teacher/mentor (approachable and accessible)

●        You want to get your hands dirty

●        You solve problems

●        You are resilient

●        You are flexible

●        You are entrepreneurial, smart, and passionate

●        If you don't know something, you say so. Then go figure it out quickly

●        You love working in a creative environment

●        You have a sense of humour

●        You are an insatiable learner

Additional Requirements

Ability to document your authorisation to work in the United Kingdom.

Travel Requirements

Travel to our London office for training will be required.

Our Aims and Values

Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:

Customer Obsessed

Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.

Caring

We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.

Fast Paced

We are passionate about what we do, and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.

Exceptional

We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.

Commercial

We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.

Monica Vinader as a global business makes the following inclusive culture pledge:
Our jewellery is for everyone and so is our community. Together, we will continue to implement sustainable changes to ensure that career opportunities and progression are open to all. We commit to celebrating the diverse voices of our employees, partners, and the customers we serve.

This job description is not intended to be an exhaustive list of duties to be performed by the employee. This job description may be altered to reflect the business needs of the company.