Senior Trade Partner Associate Job at Monica Vinader (London)

Job Description

Reporting to the General Manager of Customer Experience you will be responsible for managing the order flow and service requests for our global trade partners. You will provide a high level of service to all internal and external customers. You will be proactive in supporting a hardworking, friendly, open, fun and honest atmosphere.

Job Responsibility

Manage a dedicated inbox of service requests from partners (Selfridges, Farfetch, Nordstrom, Chicmi etc) ensuring you investigate and respond to email queries in a timely manner. You will always be accountable for your actions and ensure customer promises are upheld
Create weekly reporting to show trends in partner communications and provide recommendations to relevant stakeholders to drive change and improvement
Maintain the brand's reputation for excellent customer service by acting as an ambassador and being an expert in collections, products and partner policies whilst following our brand tone of voice
Build strong relationships with both our trade partners directly and trade co-ordinators across the business to ensure you can reflect our brand value of Customer Obsession
Work alongside Online Partnerships Team to support new partnership set up and existing partnership relationships - identifying and aligning on policies and training internal stakeholders (such as Customer Care) where needed
Import and enter trade partner orders into Monica Vinader OMS system to ensure they are delivered accurately and on-time
Maintain and update customers’ records in line with data protection policy
Support other business customer activities such as order upload, order dispatch/tracking, resolving discrepancies, and order packaging/supplies
Support Returns and Repairs for trade partners, ensuring policies are shared and upheld as well as acting as an escalation point to ensure issues are resolved efficiently and effectively
Identify opportunities internally to improve and challenge processes and ensure you uphold the company value of customer obsession
Have a detailed working knowledge of our Trade Partners and MV delivery propositions - allowing you to work alongside the Logistics Manager to ensure requirements are met for both sides. You will act as the key source of communication between both parties
Work with the Online Partnerships team and Logistics Manager to communicate anticipated forecasts and carrier collections are sufficient
Act as an escalation point for Logistics inbox queries whilst being responsible for any specifically relating to Trade Partner orders
Be responsible for overseeing the delivery of goods being shipped to a Trade Partner both Customer/Business (i.e Selfridges D2C and Nordstrom Concession B2B) and escalating efficiently should there be an issue or concern
Be responsible for overseeing the delivery of goods within our own store and influencer networks and escalating efficiently should there be an issue or concern
During our peak periods you may be required to line manage temporary support in your function

Requirements

Collaborates Proactively - you build trusted relationships across various functions and levels of seniority, ensuring reports and updates are shared efficiently
Communicates Effectively - you are a confident communicator, comfortable dealing with external partners and team members of all seniority
Can deliver training to colleagues ensuring they are knowledgeable about trade partner processes and new partnerships making them feel empowered and capable
Workflow Management - you have a proactive, self-directed approach, you take ownership and don't wait to be told what to do next
Focuses on the Right Thing - you have a strong attention to detail particularly when it comes to order and customer data
Delivers Results - have proven demonstrable experience of managing operational workflows and exceeding KPIs
Challenges & Commits - you have a genuine curiosity for learning – whether that is new tools, techniques or processes
Embraces Change - you are comfortable working in a fast-paced, high-growth environment where priorities can shift and pragmatism is valued
Reflects & Learns - you are open to feedback and reflective about how to improve your own approach
Strong ability to articulate yourself clearly and professionally particularly in written communications
Solid understanding of business relationships in a B2B and dropship environment
A data-curious mindset with the ability to spot patterns and present findings clearly
Ability to document your authorisation to work in the United Kingdom

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Senior Trade Partner Associate

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