Description
We have an exciting opportunity for an experienced and customer-focused Senior Customer Service & Trade Lead to join our team on a maternity cover basis, supporting Soho Home's growing Interior Design and Trade business across the UK, EU, and US.
In this role, you will be responsible for delivering exceptional customer service, managing complex post-sale enquiries, and strengthening the processes that support our global Trade customers.
Main Duties
Trade Customer Service & Relationship Management
- Manage UK, EU, and US Trade post-sale enquiries, taking ownership of complex issues through to resolution.
- Deliver exceptional customer service, resolving complaints and supporting customer retention.
- Share customer feedback and service improvement opportunities with the Global Head of Trade.
Aftersales & Operational Support
- Coordinate deliveries, collections, returns, and complex customer issues with internal teams and external partners.
- Manage high-priority cases, ensuring timely resolution, clear communication, and accurate Salesforce records.
- Maintain strong knowledge of product availability, lead times, and operational processes.
- Deliver effective customer support that protects relationships, encourages repeat business, and enables the team to focus on sales.
Process Improvement
- Develop and maintain process guides, email templates, and training materials to improve efficiency and consistency.
- Deliver training and support to colleagues on systems and operational processes.
- Identify opportunities to improve ways of working and encourage greater team independence.
- Build strong relationships across Trade, Support, Operations, Warehouse, Ecommerce, and Retail departments.
- Contribute to cross-functional departmental meetings, share best practices, and collaborate to improve the global Trade customer journey.
Performance & Accountability
- Meet agreed KPIs for productivity, including response times, Salesforce case management, and customer service.
- Prioritise workloads effectively, maintain accurate records, and take ownership of issues through to resolution.
Requirements
- Highly organised and self-sufficient with a passion for customer service solutions, operations, and business retention.
- 5+ years' experience in customer service, business support, aftersales, or account management, ideally within luxury retail, interiors, or furniture and ecommerce brands.
- Proven ability to manage complex customer enquiries, complaints, and escalations, delivering effective resolutions.
- Good understanding of operational processes, including deliveries, returns, and exports.
- Good understanding of the UK's design market.
- Proficient user of Microsoft Office Suite.
- Experience in using Salesforce or other CRM systems.
- Excellent written and verbal communication skills.
- Passionate about people and maintaining relationships.
- Results and solution-oriented.
- A self-motivated, adaptable, and solutions-focused approach, with the ability to work independently and take ownership.
- A genuine passion for Soho Home's products, interiors, and design aesthetic, with a commitment to delivering service that reflects the Soho House ethos.
Benefits
- Discounts at Soho House globally, as well as Soho Home and Cowshed.
- Annual Every House Membership.
- Enhanced Pension Scheme.
- Private Health and Dental Care.
- Cycle to Work Scheme/Season Ticket Loan.
- In conjunction with Soho Impact, take 3 days paid a year to support a charity of your choice.
- Cookhouse & House Tonic: Our Cookhouse & House Tonic programmes offer unique food and drink trainings, events, and opportunities to inspire and educate.
- Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.