Trade Operations & Client Services Specialist

About the role

Our Soho Home Trade network supports designers, architects, and stylists across the interiors industry, providing them access to additional benefits as a Trade Customer. We are seeking a highly organised and customer-focused after-sales specialist to support our high-value trade operations and premium client base. This role is responsible for managing post-sale customer interactions, resolving delivery and product-related issues efficiently, and ensuring an exceptional service experience for both high net worth clients and trade customers.

Working closely with the UK sales and operations teams, the successful candidate will act as a key point of contact for escalations, order management, and after-sales support, helping to maintain strong client relationships and uphold the highest standards of service.

Responsibilities

• Manage post-sale support for high-value and bespoke customer orders.
• Act as the primary contact for high net worth clients requiring premium service and issue resolution.
• Resolve delivery, logistics, and product-related issues quickly and professionally.
• Liaise with internal departments including sales, warehouse, logistics, and customer service teams to ensure smooth order fulfilment.
• Support the UK/US & EU trade sales team with client account coordination and after-sales support.
• Monitor and track customer orders, ensuring timely updates and proactive communication.
• Handle escalated customer concerns with discretion, professionalism, and attention to detail.
• Coordinate replacement orders, returns, credits, or service solutions where required.
• Maintain accurate records of customer interactions, resolutions, and follow-up actions, escalating where necessary to increase trade customer retention.
• Identify recurring issues and recommend process improvements to enhance the customer experience.
• Build and maintain strong working relationships with trade clients and internal stakeholders.
• Display excellent product knowledge, including stock availability and product lead times, as well as maintaining a keen interest and understanding of all product lines and Interior Design Industry knowledge.
• Be customer-focused, taking pride in delighting clients by using creative and resourceful resolutions.
• Learn and exhibit an understanding of the wider business and ensure all aspects of the Soho House ethos are always adhered to.
• Adhere to set KPIs both team-wide and personal.
• Ensure the highest level of personal appearance at all times.
• Be punctual and adhere to company procedures for sickness and absence.
• Be fully aware of fire and bomb procedures.
• Identify and report hazards and maintenance requirements in the workplace.
• Comply with any reasonable requests from Senior Management/Directors.

Skills

• Previous experience in customer service, sales support, post-trade operations, or account coordination.
• Experience dealing with high-value orders and premium or high net worth clientele is highly desirable.
• Strong problem-solving and conflict-resolution skills.
• Excellent communication skills, both written and verbal.
• Highly organised with the ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and a proactive approach to issue management.
• Ability to work collaboratively across departments and with international teams.
• Professional, calm, and customer-centric approach.
• Competent in CRM and order management systems.
• Ability to work independently and confidently manage time and workload.
• Effectively work towards SLAs & KPIs.
• Accountable and receptive to feedback and areas of development.
• Understanding of retail ecommerce along with operations and logistics.
• Previous experience working with high profile/VIP guests/members.
• A team player who enjoys a challenge.
• Adaptable and willing to go the extra mile for members and customers.
• Service-driven with a commitment to delivering exceptional client experiences.
• Resilient and solution-oriented under pressure.

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency, and BOMB procedures.
• Emergency procedures are rehearsed quarterly with attendance records, implemented and enforced to provide for the security and safety of guests and employees.
• Ensure the safety of persons and property within the premises by strict adherence to existing laws, statutes, and applicable ordinances, and by anticipating possible and probable hazards and conditions, either correcting them or pre-planning a defense against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Benefits

• Health Care + 401K: Full-time employees are eligible for full benefits: Medical, Dental & Vision as well as a Retirement fund with a 2% match.
• Paid Time Off: Full-time employees have sick days + vacation days.
• Career Development: Soho House can progress your career domestically or internationally as well as managerially or technically.
• Soho Impact: Empowering the Soho House Community to make positive change, through mentoring, apprenticeship, local outreach, and sustainability.
• Learning & Development: An extensive range of internally and externally run courses are available for all employees.
• Cookhouse & House Tonic: Celebrating our passion for food and drink. Check out our monthly calendars and get involved in trips, training, and events. Available to all.
• Team Events: From fitness sessions to cinema screenings and art classes, each month we hold a series of fun events which you can sign up to.

Pay

In accordance with New York law, the salary range for this role if filled within New York is $31.25—$31.25 USD. The range for the position in other geographies may vary based on market differences. The actual compensation will be determined based on experience and other factors permitted by law.