Queensmith

About the Company

At Queensmith, we believe jewellery should be as unique as the stories it represents. That’s why we’ve redefined bespoke jewellery, making it accessible, personal, and beautifully simple. Whether you’re planning the perfect proposal, tying the knot, or celebrating life’s most meaningful milestones, your jewellery should be about you—not us. As specialists in lab-grown diamond jewellery, we’re proud to champion sustainable and ethical practices. Through initiatives like our Grown by Queensmith Diamonds, we’re offering a responsible alternative to mined diamonds without compromising on quality or beauty. Our in-house workshops are home to a team of expert jewellers, gemmologists, and designers who craft every piece with precision and care. By inviting you behind the scenes, we give you a deeper connection to the jewellery-making process and empower you to be part of your creation’s journey. With multiple awards under our belt, including recognition for our outstanding bespoke service, we’re committed to delivering luxury experiences while maintaining accessibility for all.

Listed Jobs

Company Name

Queensmith

Job Title

Customer Experience Executive

Job Description

**Job Title:** Customer Experience Executive **Role Summary:** Drive post‑appointment and post‑sale conversion by engaging customers, securing payments, and managing order progression. Maintain accurate CRM pipeline, coordinate with sales, finance, production, and customer care teams, and ensure a seamless customer journey from quotation to delivery, supporting revenue growth and cash‑flow protection. **Expectations:** - Consistently achieve conversion targets for outstanding opportunities. - Maintain 100% accuracy in CRM data and payment records. - Respond to customer inquiries within agreed service timelines. - Demonstrate professional handling of sensitive financial discussions. - Contribute to process improvements and share actionable customer insights. **Key Responsibilities:** - Follow up with in‑store and online customers post‑appointment to re‑engage and convert. - Conduct consultative communication via phone, email, and CRM workflows to close sales. - Update and manage the HubSpot pipeline, ensuring timely progression at each stage. - Issue payment links, finance agreements, confirm balances, and chase outstanding payments. - Resolve objections and negotiate in line with brand and commercial guidelines. - Provide post‑purchase follow‑up to encourage repeat business and build long‑term relationships. - Coordinate order processing, timelines, and customer updates with Sales, Production, and Customer Care. - Capture structured feedback, identify trends, and relay insights for conversion improvement. - Ensure all post‑sale administration and customer records are complete and accurate. - Support broader business objectives and operational initiatives as required. **Required Skills:** - Proven experience in sales support, customer success, retention, or payments. - Strong consultative communication and negotiation abilities. - High attention to detail for payment accuracy and CRM data integrity. - Proficiency with CRM systems (e.g., HubSpot) for pipeline management. - Ability to manage multiple workflows and follow‑ups concurrently. - Confident handling of sensitive financial discussions. - Collaborative mindset with effective cross‑functional coordination. **Required Education & Certifications:** - Minimum: High school diploma or equivalent; Bachelor’s degree in Business, Marketing, Finance, or related field preferred. - Relevant certifications in CRM usage, sales support, or customer success (e.g., HubSpot CRM Certification) are advantageous but not mandatory.

London, United kingdom

Hybrid

27-02-2026