Jewellery Design Sales Consultant

Taylor & Hart is an e-commerce bespoke jeweller specialising in engagement rings and wedding rings. We offer customers the opportunity to create a high-quality custom engagement ring or jewellery piece through a seamless process – facilitated by our consultants in our showroom and via online communication channels. We’re based in the City of London (Bank/Monument) and at our Workshop (Chancery Lane).

A Taylor & Hart Design Consultant is the face of the company and is an expert in providing customers with an industry leading consultation experience. They are highly knowledgeable about jewellery, diamonds and gemstones, and each Design Consultant uses their talent, experience and people skills to meet with our customers in person and through our virtual consultations and ensure all customer's rings are perfectly created just for them, with love and without limits.

Main Responsibilities

• Warmly welcome customers to their Taylor & Hart consultation, either in person or virtual.
• Inspire excitement with every customer they meet, ensuring each customer becomes a brand ambassador.
• Collaborate with the customer, the CAD team and the production team to ensure every aspect of a product is carefully considered for each customer.
• Deliver sales efficiently.
• Contact and qualify new bookings in advance of their visit to our showroom.
• Ensure that the customer pipeline is constantly attended to, effectively clearing the backlog of non-responded or otherwise waiting leads.
• Respond to all new customer enquiries as quickly as possible and mostly within one working day.
• Commit time for the wider team in setting customers expectations to ensure their experience is set with success from their first point of contact to after they receive their purchase.
• Work with precision to ensure all information is complete, accurate and company policies are followed to enable a greater contribution to continued company growth.
• Produce a high conversion rate of consultations that convert into sales.
• Work as part of a team to contribute through innovation.
• Explore new approaches and ideas to remain ‘a step ahead’ with each customer's experience.
• Consistently strive to improve the consultation experience, by keeping a close eye on industry best practices and staying on top of potential innovations in technology.
• When needed, provide support to the wider sales team.
• Have detailed knowledge of Taylor & Hart’s brand values and be a champion of those values in every customer or colleague interaction.
• Work towards constantly improving the efficiency of the sales process, digital or in-person.
• Deliver high quality written and verbal communication to customers, which corresponds with the company’s Tone of Voice guidelines.
• Comfortably navigate around key systems needed for the successful fulfilment of the DC responsibilities (QT, Salesforce, YesWare, Intercom, Photoshop, Illustrator, etc).
• Comply with all internal policies for delivering a finalised quote, keeping errors, returns and any sub-optimal customer or colleague experience to a minimum.

What we are looking for:

• You are a team player, and understand why this is important.
• You are an excellent verbal communicator.
• You are target motivated.
• You have a strong ability to relate to others.
• You know how and when to show empathy with a genuine interest in others.
• You can control a conversation while making the other side feel special and catered for.
• You have active listening skills.
• You have an awareness of body language.
• You are presentable and well mannered.
• You are not fazed by difficult situations, and can think on your feet.
• You are responsible, reliable and have a reassuring presence.
• You have previous experience with both jewellery brands and also in a sales environment.
• You are a strong multi-tasker who thrives in a fast paced environment.
• You have a positive attitude that can adapt and thrive in changing circumstances.
• You have an acute attention to detail.
• You have a devotion to continuous learning and improvement.
• You have a good knowledge about diamonds and gemstones.
• You are technology literate.
• You have a passion for excellence and beauty.

Key Performance Indicators

• Sales per month.
• Conversion Rates.
• Response Times.
• NPS.