At a Glance
- Tasks: Lead customer growth and engagement through strategic account management and digital adoption.
- Company: Join the historic London Assay Office, blending heritage with modern innovation.
- Benefits: Competitive salary of £60,000 and opportunities for professional development.
- Other info: Be part of a dynamic team focused on customer satisfaction and operational excellence.
- Why this job: Make a real impact in a role that combines strategy, customer experience, and digital transformation.
- Qualifications: Strong relationship-building skills and experience in B2B or service environments.
The predicted salary is between 60000 - 60000 £ per year.
The London Assay Office is one of the oldest continually operating institutions in the UK, providing hallmarking and precious metal services since 1327. Today we combine heritage with innovation, supporting jewellers, designers, manufacturers, and global brands with world-class testing, marking, and customer service. As we modernise our operations through significant digital transformation, including new Acumatica ERP capability, a redesigned customer portal, and enhanced operational transparency, we are creating a new role to help us grow our customer relationships and deliver on our strategic aim to become our customers’ most valued supplier.
Role Purpose
The Business Development Manager (BDM) will lead the Assay Office’s approach to customer growth, engagement, and partnership. This is not a traditional sales role. It is a strategic position that blends account management, market insight, customer experience design, and digital adoption. The BDM will work closely with Operations, Customer Service, across multiple workstreams to ensure the Assay Office grows sustainably, strengthens customer loyalty, and remains easy to do business with.
Key Responsibilities
- 1. Strategic Account Management
- Build structured, proactive relationships with our top customers across makers, designers, brands, and trade businesses.
- Develop account plans, track health indicators, and increase customer lifetime value.
- Conduct regular customer reviews, needs assessments, and service optimisation discussions.
- 2. Business Growth & Customer Acquisition
- Identify and develop opportunities with high-value customer segments aligned to capacity and operational reality.
- Support onboarding of new businesses, especially digital-first or growth-stage jewellery brands.
- Represent the Assay Office at industry events, exhibitions, and trade bodies.
- 3. Digital Adoption & Customer Experience
- Drive customer use of the Portal and future online services.
- Support the rollout of digital hallmarking, and transparent service information.
- Deliver insight into customer pain points and help shape improvements to future service offers.
- 4. Insight, Reporting & Market Intelligence
- Monitor trends in jewellery, metals, manufacturing, and regulations.
- Serve as the “voice of the customer” across internal teams, ensuring feedback becomes action.
- 5. Brand, Education & Operational Transparency
- Support creation of clear, educational customer content (FAQs, short-form videos, guides).
- Work collaboratively with Communications to strengthen trust and raise public awareness of hallmarking.
- Act as a confident ambassador for the craft and the Assay Office’s values.
Key Relationships
- Reports to: Director
- Works closely with: Production Control Manager and site deputies (Hall, Heathrow, Greville St), Customer Service, Finance, Technical, Marketing & Communications
Success Measures
- Increased customer satisfaction and improved NPS in priority segments.
- Growth in profitable, low-friction customer volumes.
- Higher adoption of digital tools and online workflows.
- Reduction in customer queries and cost-to-serve for small customers.
- Delivery of timely and actionable customer insight to internal governance structures.
Skills & Experience
Essential
- Strong relationship-building and account management experience in B2B or service environments.
- Ability to understand operational workflows and translate customer needs into practical solutions.
- Excellent communication skills—verbal, written, and presentation.
- Strong analytical mindset; comfortable using dashboards, CRM data, and service metrics.
- Experience improving customer experience or managing client lifecycles.
- A self-starter who thrives in a small, multi-disciplinary organisation.
Desirable
- Experience in jewellery, luxury goods, or a craft/regulation-based service sector.
- Experience with CRM or ERP systems, ideally SaaS-based.
- Understanding of digital customer journeys and portal-based service models.
- Experience delivering content, training, or public-facing educational materials.
Values & Behaviours
We are looking for someone who:
- Communicates clearly and respectfully, internally and externally.
- Understands the balance between heritage and innovation.
- Takes ownership and works independently.
- Builds trust through transparency and reliability.
- Represents the Assay Office with professionalism and warmth.
Reporting To
Director, London Assay Office
Contract
Full time
Salary
£60,000
To Apply
Please apply with a CV and covering letter outlining your suitability for the role to us by using the application form below.
Business Development Manager employer: Benchpeg Ltd.
The London Assay Office, located in the historic Goldsmiths’ Hall, offers a unique blend of heritage and innovation, making it an exceptional employer for the Business Development Manager role. With a strong focus on employee growth, a collaborative work culture, and a commitment to modernising operations through digital transformation, we provide our team with the tools and support needed to thrive. Join us to be part of a respected institution that values transparency, trust, and professional development in the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Business Development Manager
✨Tip Number 1
Network like a pro! Attend industry events and trade shows where you can meet potential employers and showcase your skills. Don’t be shy—introduce yourself and make those connections!
✨Tip Number 2
Leverage LinkedIn to its fullest! Update your profile, connect with industry professionals, and engage with content related to business development. It’s a great way to get noticed by recruiters.
✨Tip Number 3
Prepare for interviews by researching the company and understanding their values. Be ready to discuss how your experience aligns with their goals, especially in customer engagement and digital adoption.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Business Development Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Business Development Manager role. Highlight your relationship-building skills and any relevant experience in B2B environments. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your skills align with our mission at the London Assay Office. Let us know what makes you the perfect fit!
Showcase Your Analytical Skills:Since we value an analytical mindset, don’t forget to mention any experience you have with dashboards or CRM data. Share examples of how you've used data to improve customer experiences in the past.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Benchpeg Ltd.
✨Know Your Customer
Before the interview, research the London Assay Office and its role in the jewellery industry. Understand their services, recent digital transformations, and how they support their customers. This knowledge will help you demonstrate your genuine interest and align your experience with their needs.
✨Showcase Your Relationship-Building Skills
Prepare examples from your past experiences where you've successfully built and maintained relationships in a B2B environment. Highlight how you’ve managed accounts, increased customer satisfaction, and contributed to business growth. This is crucial for a role focused on strategic account management.
✨Emphasise Digital Adoption Experience
Since the role involves driving digital adoption, be ready to discuss your experience with CRM or ERP systems, especially SaaS-based ones. Share specific instances where you’ve improved customer experience through digital tools, as this aligns perfectly with their focus on innovation.
✨Prepare Insightful Questions
At the end of the interview, ask insightful questions about their current challenges in customer engagement or digital transformation. This shows that you’re not just interested in the role but also invested in their success. It’s a great way to position yourself as a proactive candidate.
