Careers
CUSTOMER EXPERIENCE & EVENTS EXECUTIVE
Otiumberg is a British demi-fine jewellery brand founded in 2016 by sisters, Christie and Rosanna Wollenberg. The female-led brand has experienced considerable growth over the past few years and is looking to build up a diverse team of experienced individuals to scale the business to the next-level.
As a company, Otiumberg thrives off an entrepreneurial spirit, where thoughtful creativity and innovation drive it forward. A family business at heart means that the principles of honesty, generosity, and compassion lie at its core. The team benefits from a flexible working environment underpinned by their shared goals, vision and most importantly passion.
We provide equal opportunities in recruitment, training, promotion, and other decisions relating to the business, including allocation of shifts whatever the sex, pregnancy, trans-gender status, sexual orientation, religion or belief, marital status, civil partnership status, age or perceived age, race, colour, nationality, national or ethnic origins or disability of an employee, having regard to the individual’s aptitudes and abilities and the requirements of the job.
Our mission statement:
TO CREATE BEAUTIFUL AND RESPONSIBLE DESIGNS WHICH SERVE TO UPLIFT AND EMPOWER EVERY PERSON THEY INTERACT WITH.
From our design ethos and material selection, to our non-seasonal and made to order production, we are committed to a more circular approach using the most responsible materials we can find. We are committed to on-going multi-criteria review of every piece we make and look forward to sharing this journey with you over the years to come.
As we work towards being environmentally and socially accountable, we hope that our managers and employees will be onboard with our mission and participate in a proactive way.
Reports to: Head of Commercial
Direct Reports: N/A
In Direct Reports: Fulfilment Assistants
Job Description
We're passionate about first-in-class service, interacting with our customers with empathy and care. Throughout the entire order journey, we create jewellery, offer secure payments, ensure order fulfilment and delivery, while providing first-class customer care and aftercare. In a nutshell, we see our customers as part of the growing Otiumberg family and love to create seamless and memorable luxury experiences for every single one from all around the world.
As the Customer Experience Executive, you will be the customer facing voice of our brand, champion world-class service and drive a seamless customer experience across a range of platforms, online and offline. You will report directly into the Operations and Commercial Manager and be responsible for owning the complete end-to-end customer experience.
You will be working in a fast-paced, digitally focused team that always strives to exceed customer’s expectations. As our Customer Experience Executive, you will drive the delivery and continuous improvement of our client's customer experience across showroom appointments, email, telephone, key stockists, pop-ups and other relevant digital platforms.
Otiumberg Missions
- Participate and support in the Otiumberg mission statement.
- Proactively participate in the Otiumberg social and environmental objectives.
- Encourage other employees to do the same.
- As we work towards being environmentally and socially accountable, we hope that our managers and employees will be onboard with our mission and participate in a proactive way.
Role Responsibilities
- Collaborate with the Co-founders and Head of Commercial to define and oversee the Customer Care strategy and process, establishing a measurement framework to track success and ensure the best service for every customer. Keep updating customer care processes and manual and implementing new procedures to improve essential logistics.
- Manage all customer enquiries and concerns via daily communication across email, live chat, social media and phone to ensure customer satisfaction and reassurance.
- Drive customer engagement and retention with first-class personalised communication and care.
- Think creatively about how to engage with customers on a deeper level through brand experience at our showroom, pop-ups, and other offline events.
- Increase sales targets through hosting London Boutique appointments with customers. Oversee our showroom booking system, showroom organisation, and feedback any in-sight for product development.
- Implementing strong VM guidelines at our showroom and feeding this through our London stockists. Ensure stock in our Boutique is always polished and presented well and all options are represented and available to purchase and stock is managed correctly on our ERP system.
- Plan and manage all customer events, including trunk shows, VIP appointments and Press and Influencer events
- Work with the Merchandising Executive to plan for gifting for events
- Drive local client acquisition and local corporate partnerships. Building local engagement strategy with residents through direct mail, posters, invitations etc
- Plan and manage bi-annual in-house sample sales
- Training staff across wholesale and any other Otiumberg locations on customer service, brand guidelines and selling techniques
- Work closely with the Merchandising Executive to ensure that made to order and engraved orders are delivered on time and to the expectation of the client.
- Process repairs to ensure issues are amended and resolved quickly and track any reoccurring product faults
- Process refunds and exchanges.
- Encourage customers to engage with our recycling scheme and manage and track the in-house system
- On-going education of our clients on the key tenants of the Otiumberg Responsibility programme.
- Drive reviews from customers on Google and Trust Pilot
- Represent the voice of the customer in relevant forums, communicating their viewpoint and feedback to the team, feeding into the communications, product development and website UX
- Oversee the day-to-day e-commerce operations including fulfilling, preparing, and packing of all orders alongside the Head of Commercial and ensuring preparation for peak seasons and ensure the quality of deliveries remain high, VIPs are surprised and delighted and that returns are completed in a timely manner
- Point of contact for any queries from retail staff
- Conduct any other ad hoc duties related to the business deemed necessary by the Management team
- Support our B Corp mission with reporting on our customer retention and oversight of our recycling & repair schemes.
- Be adaptable and flexible to changing business needs and display strong leadership skills by leading by example.
- Have a positive, can-do attitude and represent the brand and its core values
To apply email your cover letter and CV to Natalie@otiumberg.com