Senior Trade Partner Associate - FTC (12 months) 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.

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 ensuring you investigate and respond to email queries in a timely manner.
  • 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.
  • Work alongside Online Partnerships Team to support new partnership set up and existing partnership relationships.
• 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.
  • Identify opportunities internally to improve and challenge processes.
• Logistics + Operations
  • Have a detailed working knowledge of our Trade Partners and MV delivery propositions.
  • 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.
  • Be responsible for overseeing the delivery of goods being shipped to a Trade Partner.
• 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.
  • Communicates Effectively – you are a confident communicator, comfortable dealing with external partners and team members of all seniority.
• Drive & Deliver
  • Workflow Management – you have a proactive, self‑directed approach.
  • 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.
  • Embraces Change – you are comfortable working in a fast‑paced, high‑growth environment.
  • 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 to the London office will be required, particularly whilst training.