Senior Interior Design & Trade Support Lead (Maternity Cover)

Soho House Group; Greater London; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Discounts at Soho House

Every House Membership

Enhanced Pension

Private Health Care

Cycle to Work

Charity days

Training programs

Team events

Job summary

Soho House & Co. is seeking a Senior Interior Design & Trade Support Lead for maternity cover to support Soho Home’s interior design and trade business across the UK, EU and US.

This hands-on role combines customer service, complex aftersales resolution, process improvement and team support. You will own high-priority customer issues, coordinate deliveries and returns, develop training materials, and build strong relationships with Trade customers and internal teams to drive service excellence

Qualifications

• 5+ years’ experience in customer service, business support, aftersales or account management, ideally within luxury retail, interiors or furniture/ecommerce brands.
• Proven ability to manage complex customer enquiries, complaints and escalations, delivering effective resolutions.
• Good understanding of operational processes, including deliveries, returns and exports.
• Good understanding of UK design market.
• Proficient with Microsoft Office and CRM systems, especially Salesforce.

Responsibilities

• Manage UK, EU and US Trade post-sale enquiries, taking ownership of complex issues through to resolution.
• Deliver exceptional customer service, resolving complaints and supporting customer retention.
• Share customer feedback and service improvement opportunities with the Global Head of Trade.
• Coordinate deliveries, collections, returns and complex customer issues with internal teams and external partners.
• Manage high-priority cases, ensuring timely resolution and clear communication with Salesforce records.
• Maintain knowledge of product availability, lead times and operational processes.
• Deliver training and training materials to colleagues on systems and processes.
• Build relationships across Trade, Support, Operations, Warehouse, Ecommerce and Retail.

Skills

Customer service

Operations

Account management

Relationship management

CRM systems

Tools

Salesforce

Job description

Soho House & Co. is seeking a Senior Interior Design & Trade Support Lead for maternity cover to support Soho Home’s interior design and trade business across the UK, EU and US.

This hands-on role combines customer service, complex aftersales resolution, process improvement and team support. You will own high-priority customer issues, coordinate deliveries and returns, develop training materials, and build strong relationships with Trade customers and internal teams to drive service excellence