Diamond & Gemstone Sales Specialist London, England
Job description
Contract type Permanent
Location London, UK
Salary Dependent on experience + quarterly performance-based bonus
Job posted 01/11/2023
Taylor & Hart – City of London
Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding bands. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process – facilitated by our team in our showroom and via online communication channels. We’re based in the City of London (Monument) with excellent transport links.
The Role
Taylor & Hart customers feel like we understand them and their requirements. Every interaction they have with the business is relevant to their needs and efficient. This role interacts with the most customers directly, and, as such, is inquisitive and always listens to what our customers have to say.
The Diamond & Gemstone Sales Specialist is a brand ambassador, understands the company’s core values and business model and is able to convey those to our customers, leaving them understanding what Taylor & Hart stands for. A positive attitude and enthusiasm are shown through face-to-face, phone calls and written communications. Through highly efficient, responsive and proactive communication with prospective customers, the successful candidate will understand and qualify the needs of the lead. For the business, this means maintaining a high conversion rate of leads that convert into sales by offering quick, friendly, confident and professional responses to enquiries.
The role is 5 days a week, 10am – 6.30pm.
Key Responsibilities
- Provide customers with the knowledge they need to choose a great diamond/gemstone and ring and enable them to make an informed purchase
- Leave customers with the feeling they got the best service they have ever received
- Deliver sales efficiently
- Enable other members of the company, across Production, Design Consultants, Jewellery Designers and Marketing, to be successful in hitting their targets and those of the company
- Give honest advice, confident, positive and clear responses
- Pro-actively lead customers to a purchase, while looking after their best interests
- Source new customers by responding to inbound lead enquiries (made online, on the phone or walk-ins) to qualify the jewellery/ring needs of prospective customers
- Triage incoming leads and decide whether their requirements need to be addressed by a Design Consultant / Jewellery Designer
- Add and organise leads within our CRM
- Engage prospective leads in conversation, give insight into T&H’s brand, values, products and quality standards
- Facilitate follow up conversations with members of the consultation/design team (where needed) and handover in a clear and professional way
- Outreach prospective leads through email and phone to qualify intent and decide on the best approach to close a sale
- Close sales of base and low-modification rings, where design capability is not the main attribute needed to complete the sale
- Ensure that the customer pipeline is constantly attended to, effectively clearing the backlog of non-responded or otherwise waiting leads
- Provide coverage for any inbound communication that comes through the Live Chat function on the Taylor & Hart site as well as Whatsapp and Messenger
- Respond to all new customer enquiries as quickly as possible and mostly within one working day
- Share any insights or feedback from the sales process or the tools we use with your colleagues
- Ensure customers are aware of company policies relevant to their purchase in advance of their order
Ideal Candidate
- Good knowledge of diamonds and jewellery in general
- Previous experience in a customer facing function in the jewellery industry
- Great written and verbal skills when communicating to clients
- Excellent people skills and compassion
- Calmness under pressure
- A true team player
- Responsible and reliable personality
- A positive attitude that can adapt and thrive in changing circumstances
- Attention to detail
- Passion for continuous learning and improvement
- Ability to control a conversation while making the other side feel special and catered for
- Confidence in decision making
Key Performance Metrics
- Conversion of new leads to engaged customers
- Sales per month
- Response times
- NPS
What we offer
- Options: become a part-owner of the business – offered to every new employee
Company pension - 33 days holiday (incl Bank Holidays)
- Employee cost-price jewellery
- Perkbox membership for perks such as weekly treats, retailer discounts, discounted gym memberships, workplace nursery benefits, mental health & wellbeing support and an enhanced employee assistance program (EAP)
- Cycle to work scheme
- Fun monthly socials
- Enhanced maternity policy for qualifying members
- Dedicated mental health first-aiders, for you to reach out to if you need someone to speak to
- Private health insurance
- Annual birthday box
To Apply
Please apply by emailing [email protected] with your cover letter, CV using the subject line “DGS FAO Agnès”.
