Senior Interior Design & Trade Support Lead, Soho Home - Maternity Cover

<p><strong><span data-contrast="auto">The Role..</span></strong></p>
<p><span data-contrast="auto">We have an exciting opportunity for an experienced and customer-focused Senior Interior Design &amp; Trade Support 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.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></p>
<p><span data-contrast="auto">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.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></p>
<p><span data-contrast="auto">You will act as a key point of contact for Trade customers and internal teams, taking ownership of high-priority customer issues, coordinating resolutions across multiple departments and ensuring a seamless customer journey during delivery and aftersales. You will build strong relationships with customers while supporting customer retention, repeat business and the wider commercial objectives of the Trade department.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></p>
<p><span data-contrast="auto">This is a senior, hands-on role combining customer service, complex aftersales resolution, process improvement and team support. The successful candidate will be proactive, commercially aware and confident working across multiple departments to deliver solutions that reflect the Soho House ethos.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></p>
<p><strong><span data-contrast="auto">Main Duties:</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></p>
<p><strong><span data-contrast="auto">Trade Customer Service &amp; Relationship Management</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="9" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Manage UK, EU and US Trade post-sale enquiries, taking ownership of complex issues through to resolution.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="9" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Deliver exceptional customer service, resolving complaints and supporting customer retention.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="9" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Share customer feedback and service improvement opportunities with the Global Head of Trade.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
</ul>
<p><strong><span data-contrast="auto">Aftersales &amp; Operational Support</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="10" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Coordinate deliveries, collections, returns and complex customer issues with internal teams and external partners.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="10" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Manage high-priority cases, ensuring timely resolution, clear communication and accurate Salesforce records.</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="10" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Maintain strong knowledge of product availability, lead times and operational processes.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="10" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Deliver effective customer support that protects relationships, encourages repeat business and enables the team to focus on sales.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
</ul>
<p><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span><strong><span data-contrast="auto">Process Improvement&nbsp;</span></strong><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Develop and maintain process guides, email templates and training materials to improve efficiency and consistency.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Deliver training and support to colleagues on systems and operational processes.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Identify opportunities to improve ways of working and encourage greater team independence.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;&quot;,&quot;469777815&quot;:&quot;multilevel&quot;}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">Build strong relationships across Trade, Support, Operations, Warehouse, Ecommerce and Retail departments.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true}">&nbsp;</span></li>
<li data-leveltext="" data-font="Symbol" data-listid="12" data-list-defn-props="