Customer Relationship Specialist

About the Role

Are you passionate about building strong, lasting customer relationships? Do you thrive in a dynamic environment focused on delivering excellence? Join Domino Jewellery as our new Customer Relationship Specialist.

In this exciting, newly created role, you will support and grow client partnerships by providing tailored solutions, driving sales, and ensuring a seamless customer experience.

Excellent communication, attentive problem-solving, and thoughtful negotiation skills are key to this role, as is the ability to interpret sales data with a focus on creating meaningful opportunities for our clients. The ideal candidate will be organised, adaptable, and proactive- always putting the customer's experience first.

Role Responsibilities

• Act as the primary point of contact for our larger accounts, delivering a seamless and positive customer experience.
• Build and maintain strong relationships with both new and existing clients by understanding their needs and preferences.
• Coordinate orders, monitor progress, and manage timelines in collaboration with production and operations teams.
• Address customer enquiries and issues promptly, with professionalism and a solution-oriented approach.
• Identify root causes of recurring issues and work proactively with stakeholders to implement lasting improvements.
• Ensure accurate and up-to-date client records and communications are maintained within the CRM system.
• Demonstrate in-depth knowledge of our jewellery products and services, sharing expertise confidently with clients and colleagues.
• Support the field sales team in managing key accounts and ensuring consistent client engagement.
• Analyse sales data and customer feedback to provide actionable insights to the wider business.
• Organise and lead client meetings to review sales performance and service experience.

Communication Skills:

• Tailors communication to create a personalised and engaging customer experience, actively listening to fully understand their needs.
• Articulates ideas with clarity and professionalism, both in writing and conversation.

Resilience & Results-Driven Mindset:

• Maintains focus and composure under pressure, demonstrating a strong drive to achieve results in both sales and problem resolution.

Customer-Centric Approach:

• Consistently delivers exceptional service, taking full ownership of customer interactions to ensure satisfaction at every touchpoint.

Collaboration & Teamwork:

• Cultivates positive relationships with colleagues and stakeholders across all departments, fostering a collaborative environment that drives collective success.

Commercial Acumen & Problem-Solving:

• Identifies new business opportunities and leverages analytical skills to interpret sales and service data, turning insights into actionable solutions.

Qualifications & Education

• Proven experience in service and sales within the luxury market.
• Proficient in using Customer Relationship Management (CRM) systems.
• Knowledge of the luxury retail and jewellery sector (desirable)
• Experience in manufacturing production processes and stock control (desirable)
• Analytical skills to interpret sales and service data.
• Maths equivalent to GCSE C grade or above.

Other details

Location:

• Birmingham (3-8 Vyse Street, Hockley, Birmingham, B18 6LT)

Salary:

• Starting Salary- £30,000 per annum

Working Hours:           

• 37.5 hours per week, 08:00 am to 16:00 pm.
• Please be aware that this role is based on site in Birmingham.

Benefits:          

• 24 days per annum, plus 8 bank holidays (increasing incrementally by 1 day at 3, 6 & 9 years service to a total of 27 days).
• Holiday exchange- ability to buy or sell an additional 5 days holiday per year.
• Workplace pension with Scottish Widows.
• Life assurance (paying out 4 x gross annual salary).
• Profit related bonus scheme.
• Health benefits, including access to a health care cash plan with BHSF and an employee assistance program + GP appointments via Sage Benefits application.
• Retails discounts via Sage Benefits application.
• Interest free loans for parking permits.
• Staff assisted purchase scheme- enabling staff to purchase products and repay over 12 months, interest free.
• Eye test vouchers with Specsavers.
• Cycle to work scheme.

About the company

At Domino, we craft high-quality, ethically made jewellery designed to celebrate life's most meaningful moments. As the UK's leading jewellery manufacturer, we take pride in creating pieces that bring joy to special occasions- driven by a commitment to exceptional service, quality, and innovation.

Located in Birmingham's historic Jewellery Quarter, our greatest strength lies in our knowledgeable and dedicated team. We're passionate about fostering a supportive culture where every voice is valued, and where we grow, inspire, and succeed- together.

To apply

If you are interested in joining the team or have any questions about the role, we would love to hear from you. Please send your CV and covering letter to recruitment@domino-wb.co.uk.