About the Brand
Monica Vinader is an exciting and fast-growing British jewellery brand. In the 10 years since Monica and her sister Gaby founded the brand, it has successfully opened up a new category bridging the gap between costume and fine jewellery growing into a £50m revenue business.
The business is supported by Private Equity partners who have brought investment enabling the continued growth of the business, including a further roll-out of its own and franchised stores, expansion of its wholesale distribution, particularly in the US, as well as continued investment in our e-commerce channel.
The customer experience offered in our Retail stores and our eCommerce site is a key to our success and we place the consumer at the heart of our values. The business currently has boutiques and franchises in London, New York, Dubai, Singapore, Korea and Hong Kong, plus a rapidly growing global department store footprint. This is supported by our Operations Team in our Warehouse which is based in Norfolk on the Holkham Estate.
Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We hire individuals who are customer-obsessed, technically savvy and excited about the prospect of working in a fast-paced direct to consumer business with a thriving web business and stores across the globe.
The Customer Care team is the voice of our brand; they champion world-class service and drive our customer experience across a range of platforms and touch points to exceed our customer’s expectations. You’ll be working in a fast-paced, digitally focused team which strives to put our customer first.
Our team is split between our offices in London and Holkham, assisting customers with pre-sales and styling support through to service delivery and aftercare. We work closely with our ecommerce, retail and operations teams, always striving to give our customers the best service possible.
Reporting to the Senior Operations Manager, you will be responsible for ensuring our Customer Care team are delivering great service to our customers at all times and for managing and developing our team of Customer Care Team Leads and Associates. You will display strong leadership skills to create a team working environment based on collaboration, hard work and fun! You will be a key member of our Operations Management team, championing the voice of the customer across the business, driving positive improvements that enable us to deliver a truly Customer Obsessed experience.
Leadership & Customer Obsession
Continuous improvement & customer experience innovation
Skills and Experience
Our mission is to be the leading accessible luxury brand, by delivering outstanding quality, design and customer service. We are:
Our customers are at the core of everything we do. We will always deliver an outstanding and personal experience to them every time they interact with us, to ensure their ongoing support and loyalty.
We treat people with respect, as we would want to be treated. We are apolitical and assume good intentions in others. We are open and honest with each other while ensuring we take an empathetic and supportive approach.
We are passionate about what we do and we want to reach as many customers as fast as we can. We combine focus with pragmatism and flexibility so that we can move at pace in whichever direction we need to take.
We have a relentless desire to continually learn and improve to ensure our products and approach are exceptional. Our tenacity, high standards and attention to detail give us a competitive advantage.
We focus hard on facts and approach things in a logical, rational and analytical way. We challenge each other to make sure we make decisions and take actions that create value for our business and our customers.