Head of Commercial Enablement

Taylor & 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. 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 60% of sales have happened entirely online with customers interacting with their consultant via live chat, virtual video consultations, phone calls, WhatsApp, and email. We’re a category-defining brand with global ambitions and a deeply human mission: helping people celebrate love through beautifully personal jewellery designs. We’re proud of our inclusive, thoughtful culture, and we’re building a team that reflects our values of empathy, creativity, and excellence.

This is your opportunity to shape how we scale our customer experience – and play a defining role in the next chapter of Taylor & Hart’s growth.

Role Overview

We’re looking for a Head of Commercial Enablement to build and scale the systems, tools, and learning infrastructure that empower our customer advisors and sales team to thrive. This role is critical to the next stage of our growth: helping us turn great advisors into top performers through world-class onboarding, training, and enablement. This is a high-impact role that sits at the intersection of sales, product, and brand. You’ll work directly with the CEO and senior leadership team to improve team performance, reduce ramp time, and build the internal confidence and consistency that drives better customer outcomes.

Key Responsibilities

• Build and lead a structured onboarding program for new hires.
• Deliver ongoing training through live coaching, call listening, and role-play sessions.
• Design role-specific learning tracks with milestones and certifications.

Outcomes:

• New hires hit ramp targets in under 13 weeks and become senior within 12 months.
• Consultants improve win rates and customer satisfaction scores.
• Team members exhibit consistent, confident performance across all channels.

Sales Tools, Content & Playbooks

• Create and maintain high-quality sales enablement materials (playbooks, scripts, templates, objection-handling guides, FAQs).
• Ensure all content is aligned with product updates, brand voice, and customer insights.
• Collaborate with sales leadership to codify and scale best practices.

Outcomes:

• Improved tool adoption and usage across the commercial team.
• Reduced variability in messaging and increased close rates.
• Shorter sales cycles and fewer handoff breakdowns.

What Success Looks Like

You’ll be measured on a blend of leading and lagging indicators, such as:

• Ramp time for new hires.
• Closed Won (win) rates.
• Training completion and certification rates and team feedback around training and onboarding.

What You’ll Bring

• 4 - 6+ years in sales enablement, L&D, or sales training (luxury/DTC/e-comm experience a plus).
• Outstanding facilitation and communication skills – both in-person and remote.
• Strong instructional design and content creation ability (writing, video, slides, etc.).
• High EQ and the ability to build trust with both sales reps and senior leadership.
• Experience working cross-functionally with Sales, Product, Marketing, and Ops.
• Familiarity with sales enablement tools.