Luxury Brand Retail Sales Specialist in City of Westminster

The company is based in Long Eaton, near Nottingham, in the factory we have occupied for the best part of a century. We continue to draw on the traditional clothing techniques and expertise of the Nottingham area where the company was founded back in 1860. We also have offices in London, where the marketing, online and wholesale team reside. We have always been innovators, with a history of introducing new garments and developing our own unique fabrics. Today we draw on our rich heritage to create clothes that are both timeless and modern. We are always on the lookout for interested, knowledgeable individuals with a passion for craftsmanship and exceptional customer service. If you’d like to speculatively send through your CV, we’ll always consider you when a suitable position does become available.

The Role

As a CRM and Email Marketing Manager, you will work with the Head of Ecommerce on developing an email marketing and CRM strategy that drives engagement, conversion, and retention KPIs. You will be highly organised and have previous experience of managing email communications with creative flair and a customer focused attitude. Previous Ometria ESP experience is preferred.

Key Responsibilities

• Building an email marketing calendar that balances principles of driving revenue, click-through and conversion KPIs with luxury brand storytelling.
• Collaborating with the wider Ecommerce and Marketing teams to ensure the email calendar is aligned with commercial priorities and the brand marketing calendar.
• Coordinating the full email campaign creation process by working cross-departmentally on content and segmentation planning, creative and copy briefs, campaign build and localisation, as well as reporting and analysis.
• Determining weekly performance metrics and taking ownership of in-depth reporting of email channels.
• Championing customer data analysis to identify trends, extract insights, summarise learnings and formulate action plans.
• Developing segmentation strategies to ensure commercial and brand messages are tailored to relevant audiences at the optimum times.
• Maintaining, enhancing, and expanding the email automation programme that delivers targeted and personalised emails to achieve increases across conversion, retention, and lifetime metrics.
• Maintaining and growing the email marketing database, e.g., through customer data capture initiatives and on-site and off-site lead generation activities.
• Developing and executing an A/B testing programme to achieve higher levels of engagement, click-through rates and conversions (including but not limited to layout, copy, CTAs, dynamic content and subject line tests).
• Supporting the development and execution of the VIP and loyalty programme.

Skills & Experience

• Strong numerical skills and commercial acumen.
• Previous experience of data analysis and customer segmentation.
• Previous experience of managing email communications.
• Well-versed in email/marketing platforms (Ometria experience is preferred).
• Basic Adobe and HTML skills.
• Strong understanding of what best-in-class creative and formats look like.
• Strong communication and relationship building skills.

We have an exciting opportunity for an experienced full time Sales Associate to join our beautiful store on Jermyn Street, London working 37.5 hours a week. As a sales associate you possess the following qualities:

• Passionate about the Sunspel brand and a deep passion for fashion and luxury.
• Reliable and punctual.
• Highly motivated.
• A team-player with self-initiative; take active involvement in your own learning and take ownership of your part in the team dynamic.
• Assist management in overseeing day-to-day operations of store.
• Well presented with an understanding of the Sunspel brand.
• Keep up-to-date and have in-depth knowledge of product; communicate positively about the history and heritage of the brand and the quality of the clothing.
• Retail Experience in fashion.

Candidates must have full flexibility and open availability to work across a 7-day schedule. This includes weekends and bank holidays, with shifts that may vary from week to week according to business needs.

We have an exciting opportunity for an experienced Customer Service Representative to join our team on a temporary basis and play a key role in delivering an exceptional customer experience. As the voice of Sunspel, you will ensure every interaction reflects the quality and care our brand is known for. Working collaboratively within the team, you’ll oversee accurate and timely order fulfilment, support customers across phone, email and live chat, and help drive sales through thoughtful, informed service. This role is central to our success, ensuring every order arrives safely and every customer feels valued, supported and inspired to return.

Key Responsibilities

• Providing excellent customer service is a pivotal part of this role.
• A large proportion of the role is email based which will require the customer service representative to deliver a high level accurate full response.
• You will communicate with customers via phone, email and live chat.
• Work with the warehouse and carriers to ensure that the customer has the best delivery experience.
• Liaise with couriers to locate lost or missing parcels.
• Aid with the supervising and maintaining of the customers online shopping journey, ensuring imagery, descriptions, FAQ’s and content are correct.
• Look to where at all possible establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.
• Fraud checking and processing all orders that come through the website.
• Process returns and refunds in a timely manner.
• Confidently liaising with members of the team from other departments, including merchandising, marketing, production and store retail staff.

Skills & Experience

• Proven track record of working effectively and efficiently within a customer service environment.
• Experience with an online luxury retailer would be beneficial.
• Good administration and numerical skills.
• Excellent IT skills, including Outlook and Microsoft.
• Experience with using Freshdesk and Shopify would be beneficial.
• Passionate about your work with a ‘can-do’ attitude.
• Excellent verbal and written communication skills.
• High level of attention to detail.
• Well organised, systematic and logical.
• Highly motivated with a disciplined approach to problem solving.

This is a full-time, on-site role based at our Long Eaton site, working 37.5 hours per week across five days. Shifts are scheduled on a rota basis within our operating hours of 8:00am to 8:00pm, Monday to Sunday, with two rest days per week. This is a temporary position of 6 months, with the possibility to lead to permanent.