Senior Trade Partner Associate Customer Care · London Head Office

Location: Hybrid

Reporting To: General Manager of Customer Experience

At Monica Vinader, we believe luxury should be empowering, long-lasting and responsibly made. Guided by integrity, craftsmanship and innovation, our goal is to elevate people’s lives by opening access to a more beautiful world. From crafting consciously with recycled precious metals and ethically sourced materials, to designing enduring, versatile pieces made to be layered, loved and lived in every day, we are redefining what modern jewellery can be. We create jewellery that marks moments, tells stories and becomes part of who you are, all while making responsible luxury more accessible. Our commitment to sustainability, innovation and positive impact continues to be recognised across the industry.

With a global footprint across physical retail, e-commerce and trusted partners, we put our community at the heart of everything we do. Proudly female‑founded and inclusive, we build meaningful relationships with the people who wear and love our jewellery. We are looking for a Senior Trade Partner Associate to join us as we continue this journey and help us shape what the future of modern jewellery can and should be.

Where we need your help

Reporting to the General Manager 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.
• People Management
  • During our peak periods you may be required to line manage temporary support in your function.

What you’ll bring

• Connect & Empower
  • Collaborates Proactively – you build trusted relationships across various functions and levels of seniority, ensuring reports and updates are shared efficiently.
  • Communicates Effectively – you are a confident communicator, comfortable dealing with external partners and team members of all seniority. Can deliver training to colleagues ensuring they are knowledgeable about trade partner processes and new partnerships making them feel empowered and capable.
• Drive & Deliver
  • Workflow Management – you have a proactive, self‑directed approach, you take ownership and don't wait to be told what to do next.
  • Focuses on the Right Thing – you have a strong attention to detail particularly when it comes to order and customer data.
  • Delivers Results – have proven demonstrable experience of managing operational workflows and exceeding KPIs.
• Grow & Adapt
  • Challenges & Commits – you have a genuine curiosity for learning – whether that is new tools, techniques or processes.
  • Embraces Change – you are comfortable working in a fast‑paced, high‑growth environment where priorities can shift and pragmatism is valued.
  • Reflects & Learns – you are open to feedback and reflective about how to improve your own approach.
• Master & Apply
  • Strong ability to articulate yourself clearly and professionally particularly in written communications.
  • Solid understanding of business relationships in a B2B and dropship environment.
  • A data‑curious mindset with the ability to spot patterns and present findings clearly.

To be successful at Monica Vinader, it helps if you...

• Are hands‑on, solutions‑focused, and entrepreneurial.
• Collaborate openly with humility, honesty, and humour.
• Embrace learning, teaching, and personal growth.
• Stay resilient, adaptable, and self‑motivated in a creative environment.
• Speak up when you don’t know – and act fast to figure it out.

Additional Requirements

• Ability to document your authorisation to work in the United Kingdom.
• Travel Requirements: Travel to the London office will be required, particularly whilst training.