Customer Experience Executive

Scope

At Queensmith, we recognise that our people are our greatest asset. As a Customer Experience Executive, you play a vital role in the post-appointment and post-sale stages of the customer journey. This role is a commercial and operational position focused on converting outstanding opportunities, securing payments, and ensuring orders progress efficiently through to completion and collection. You manage structured follow-up for customers who did not purchase on the day, maintain an accurate pipeline in HubSpot, and support the showroom team by closing outstanding balances and coordinating next steps. Working closely with Sales Consultants, Customer Care, Finance and Production teams, you ensure customers experience a seamless journey from quotation through to confirmed order, collection, or dispatch. Your work directly supports revenue conversion, cash flow protection, and operational efficiency across the business. Your contributions are integral to our journey.

• Follow up with in-store customers post-appointment, and online customers who have not yet confirmed their purchase, re-engaging them with warmth and professionalism.
• Convert post-appointment enquiries into sales through consultative communication via phone, email and CRM workflows.
• Maintain accurate HubSpot pipeline records, ensuring timely follow-up and clear progression at every stage.
• Support remote payment completion by issuing pay links, finance agreements, confirming balances, and actively follow up with clients to collect outstanding payments.
• Handle objection resolution and negotiation post-appointment in line with Queensmith commercial guidelines and brand standards.
• Proactively follow up with clients post-purchase to encourage repeat business and build long-term relationships.
• Coordinate with the Sales, Production, and Customer Care Teams to ensure orders are processed correctly, timelines are clear, and customers remain informed.
• Gather and document structured feedback, identify themes, and share insights to improve conversion.
• Ensure post-sale administration and customer records are accurate, complete, and consistently maintained.
• Contribute to wider business objectives and operational improvements as required.

Requirements

• Proven experience in sales support, customer success, retention, payments, or a similar customer operations role.
• Demonstrable ability to support conversion and close outstanding opportunities through professional communication.
• Confidence handling sensitive financial follow-ups, including outstanding balances and payment completion.
• Strong organisational skills with the ability to manage multiple workflows and follow-ups simultaneously.
• Experience using CRM systems to manage pipelines and customer communications.

Skills:

• Confident negotiation and objection-handling skills aligned with luxury brand standards.
• High attention to detail, ensuring accuracy across payments, CRM records, and order progression.
• Ability to communicate clearly and professionally in sensitive financial discussions.
• Collaborative working style, coordinating effectively with Sales, Production, and Operations teams.

Benefits

• Opportunities for growth and progression across departments,

• An annual company-wide bonus scheme (Included in the advertised compensation package),
• Shared commission scheme rewarding team sales and customer re-engagement efforts
• Employee Recognition Programme,
• Paid Time Off & Holidays,
• Financial Benefits,
• Workplace Culture Initiatives and Events,

• Private Healthcare Plan and Wellness Benefits,
• Generous Pension Plans,
• Training & Professional Development,
• Employee Assistance Programme - Counselling

Culture & Values

At Queensmith, we transcend the traditional jewellery-buying experience. Our mission is to revolutionise the world of engagement and wedding jewellery, crafting unforgettable moments for our customers. Our culture revolves around three core values: "Be Brilliant," reflecting our relentless pursuit of excellence and innovation; "Be Clear," representing transparent communication, ethical practices, and a meaningful impact; and "Be Unique," celebrating individuality, creativity, and inclusivity. Just as we aim to democratise diamond jewellery through bespoke services and craftsmanship, we provide our teams with a similarly customised and exceptional work environment. The essence of Queensmith lies in providing a rewarding work environment and empowering teams to strive for excellence and reach their full potential.