Client Experience Lead in London

At Neptune, our spaces are designed to bring beauty, comfort and a sense of home to everyday living. From timeless furniture pieces to thoughtful design advice, we're here to help our customers create their dream homes - and it all begins with exceptional service.

We're looking for a warm and personable Client Experience Lead to join our superb team within our stunning Showroom in Guildford on a permanent, full time basis, working 40 hours per week over Monday to Sunday. You'll be someone who loves making people feel welcome, has exceptional customer service and leadership experience, an eye for interiors, and brings energy and organisation to everything you do.

As a Client Experience Lead, you'll support the Design Lead and Head of Design Stores in leading the team and ensuring the showroom runs smoothly day to day. From thoughtful gifting to whole-home design, you'll help deliver a personal, considered service while upholding the high standards that define the Neptune in-store experience.

Day to day, you'll:

• Help recruit, lead and motivate a high-performing, engaged team who take pride in delivering thoughtful, personal service.
• Support in handling customer queries and communications professionally, promptly, and with care.
• Oversee stock management across the showroom, including deliveries, booking-in, replenishment and stock takes, ensuring inventory accuracy while supporting the resolution of customer service issues.
• Support the commercial running of the showroom by ensuring accurate pricing, managing banking processes securely, and assisting payroll through effective rota planning and attendance reporting.
• Support the Design Lead in the day-to-day leadership of the team, including opening and closing the store, coaching Design Advisors and delivering training aligned with Neptune's products and service standards.

You're someone who naturally puts people at ease and finds joy in helping customers feel heard, understood and inspired. You'll bring previous experience at supervisory or assistant store leader level, ideally within an interiors or design-led retail environment with a service-first mindset and great communication skills - both written and spoken - and confidence using Outlook and other digital tools.

You'll bring a love for interiors and a good eye for colour and texture - with a genuine interest in helping customers make beautiful choices. You'll also be organised with a proactive approach, always looking for ways to go the extra mile, with proven ability to lead, motivate, inspire and support a team. It's also important that you bring confidence and a natural affinity for working in a calm and professional way, even when under pressure. Our store is open 7 days of the week, so it's important that you have the flexibility to work during the week and weekends too.

What Benefits we can offer you:

• Competitive salary
• Generous holiday allowance
• Purchased additional annual leave scheme
• Life assurance
• Company sick pay
• Enhanced maternity and paternity leave
• Cycle to work scheme
• Gym membership
• Generous Neptune new item and outlet discounts
• Perkbox: Wellbeing Hub and Retail Discounts Portal
• Your birthday day off
• Two paid volunteer days a year
• Day off if you become a Grandparent
• A week off to celebrate a life event
• Refer a friend scheme
• Long service holiday allowance increase
• Training Workshops

Across all locations, we stay united by our company values: Do The Right Thing, Do It Together, Aim High and Keep It Real. We're an equal opportunities employer; our mission is to welcome everyone and create inclusive teams, with all colleagues and applicants afforded the same opportunities. We encourage everyone to join us and be themselves at work, in an environment that actively promotes equality, diversity and inclusion and where everyone's voices are heard.

Founded in 1996 by friends John Sims-Hilditch and Giles Redman, Neptune design and make pieces for your whole home. Recognised for our exacting standards, design-led aesthetic and expert craftsmanship, we're perhaps most known for kitchens - with heirloom-worthy dressers not far behind. Neptune's trademark 'look' is British: refined, simple, sturdy, and with an almost obsessive attention to detail. We're also respected for our commitment to craft and quality. Put simply, we make things we're proud of, and that are designed to last a lifetime.