Queensmith

Customer Experience Executive

Queensmith

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the role

  • - 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
sales supportcustomer successretentionpaymentsCRM workflowsobjection resolutionnegotiationconversion supportfinancial follow-upspost-sale administration
Soft Skills
professional communicationorganisational skillsattention to detailcollaborative workingcustomer relationship buildingconsultative communicationtimely follow-upclient engagementinsight sharingoperational improvement