Cole & Son (Wallpapers) Limited
Customer experience and showroom executive
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About Cole & Son
Cole & Son is a British luxury wallpaper brand with a rich heritage and a global outlook. For over 150 years we have been known for original design, craftsmanship and creative collaboration, supplying some of the world’s most respected interiors, homes and hospitality spaces. We are now entering an exciting new chapter as we seek to continue and enhance our unique role in luxury interiors and lifestyle. As we expand globally, we remain committed to design integrity, craft-led processes, strong partnerships and building a brand that is meaningful and relevant across the world.
Cole & Son is a part of Embellence Group which is a leading European company in interior decoration with a focus on premium brands in the wallpaper segment, complimented by other color and pattern driven interior decoration such as textiles and rugs. Embellence Group is listed on Nasdaq First North Premier.
About the Role
In this role, you will deliver a premium customer experience across both digital and showroom environments. Working as part of a collaborative team, you will rotate across a variety of responsibilities, balancing operational and administrative duties with customer-facing activities. From managing enquiries and orders to supporting customers in our showrooms with expert product guidance, technical advice and inspiring brand storytelling, you will play a key role in bringing the Cole & Son brand to life and delivering an experience that reflects our creativity, quality and authority. As a Customer experience & showroom executive, you will provide personalised service and help create a seamless, inspiring and memorable customer journey at every touchpoint.
The role is based on-site in London, with presence across both at Jubilee Place, Chelsea and Design Centre Chelsea Harbour.
Key Responsibilities
Client Service & Operations
- Take ownership of the end-to-end customer journey, ensuring a seamless transition across digital, showroom and post-purchase touch-points
- Manage customer orders across email, Zendesk, phone and other channels with accuracy and efficiency
- Maintain high standards across systems, processes and customer interactions
- Handle invoicing, returns, claims and delivery enquiries
- Deliver responsive, professional and detail-oriented customer service
- Proactively engage clients through follow-ups, updates and recommendation
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Showroom & Client Experience
- Work across both showroom locations, engaging directly with clients
- Welcome and support architects, interior designers and retail customers
- Provide expert product guidance and tailored recommendations
- Bring the Cole & Son brand to life through product knowledge and storytelling
Sales Support & Brand Experience
- Support conversion through confident and informed client interactions
- Communicate the Cole & Son brand and product offering with clarity and enthusiasm
- Represent the brand with professionalism, warmth and credibility
- Ensure a consistent premium experience across all customer touchpoints
- Monitor customer service KPIs and contribute to commercial performance
- Balance service excellence with a commercial mindset
Collaboration & Insights
- Act as the voice of the customer, sharing insights across the business
- Provide feedback to support improvements in products, services and communications
- Contribute to continuous improvement of the customer experience
Your Profile
Requirements
- Relevant upper secondary education
- Minimum 1 year of experience in customer service or similar role
- Fluent in English, both written and spoken; additional languages are an advantage
Experience & Skills
- Proven experience in customer service, retail or other client-facing roles
- Strong communication skills, with the confidence to engage a broad range of clients, including retail customers, architects and interior designers
- Professional and personable, with the ability to represent the Cole & Son brand with credibility, warmth and authority
- Highly service-driven, with a commitment to delivering a premium, expert and personalised customer experience
- Strong interest in design, interiors and craftsmanship, with a passion for communicating product stories and collection narratives
- Proactive and solution-oriented, with the ability to take ownership and see tasks through to completion
- Confident in working both front-of-house in showroom environments and within operational customer service processes
- Excellent attention to detail and strong organisational skills, with the ability to manage multiple priorities effectively
- A structured and disciplined approach, ensuring accuracy across systems, processes and customer interactions
- A collaborative team player with strong interpersonal skills and a willingness to support colleagues across functions
- An understanding of KPIs and how they contribute to improving performance
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Our Commitment to Inclusion and Diversity
Cole & Son is committed to creating an inclusive and supportive workplace where everyone is valued and respected. We believe that diverse perspectives strengthen our business and enrich our creative output. We welcome applicants from all backgrounds and are committed to equality of opportunity regardless of age, disability, gender identity or expression, race, religion, sexual orientation or any other protected characteristic. We aim to foster a culture where people can be themselves, do their best work and grow with the business. Read more about the Group’s Code of Conduct, which also applies to Cole & Son, here: embellence-group-code-of-conduct.pdf
Role Descriptions are non-contractual and as such may be changed at the discretion of the Company, in line with Company requirements.
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