Job Title: Customer Experience & Sales Coordinator
Employment Type: Permanent, Full Time (5 days per week)
Location: Queens Park Studio, London, UK
Start Date: ASAP
Salary; Competitive
About Us
NiX by Nicola Harding (NiX Living Ltd) is our homeware venture, founded by Nicola and her husband Andy. Our mission is simple: to create beautifully useful products, made responsibly, that are aspirational yet accessible, and built to last for generations.
Our growing product range — spanning upholstery, sofas, lampshades, and fabrics — combines timeless design, exceptional craftsmanship, and a genuine commitment to sustainability and responsible making. Every product is designed to feel as considered and individual as the interiors Nicola is known for.
We sell through our Queen’s Park showroom, our UK and US websites, and through an expanding network of trade and distribution partners in the UK and US.
The Role
We are seeking a proactive and detail-oriented Customer Experience & Sales Coordinator to join our growing team. This is a pivotal role at the heart of our sales and client experience — you will be the first point of contact for our trade clients, interior designers and retail partners, converting enquiries into orders and ensuring every client relationship reflects the quality NiX is known for.
This role has a clear growth path. As the business develops, the right person will grow into a Senior Sales brief — taking on greater responsibility for trade account development, client strategy and broader commercial input. If you are ambitious, love interiors and want to build a meaningful career within a fast-growing luxury brand, we want to hear from you.
We are looking for someone early in their career who is passionate about sales, client relationships and the world of luxury interiors — someone who brings energy, warmth and commercial instinct to everything they do.
Responsibilities:
1. Sales
• Respond promptly to inbound sales enquiries via email and phone, qualifying leads and guiding clients through the product range to close orders.
• Develop a thorough knowledge of the NiX product range to confidently advise clients on suitability, lead times and specification.
• Support the onboarding of new trade accounts, including handling account applications, setting up client profiles and communicating trade terms.
• Prepare and follow up on quotes, samples and product proposals in a timely and professional manner.
• Proactively identify upsell and cross-sell opportunities, recommending complementary products to maximise order value.
• Support the re-engagement of lapsed clients and assist with outreach to prospective trade accounts.
• Support the team with new collection launches and marketing campaigns, including client communications and sample outreach.
• Track enquiry and conversion activity, maintaining up-to-date records in the CRM and contributing to regular sales reporting.
2. Customer Experience
• Deliver a warm, professional and solutions-focused customer experience across email, phone and in-person visits to the Queens Park Studio.
• Manage customer enquiries about products, lead times, order status, stock availability and logistics.
• Process customer orders with accuracy and attention to detail.
• Manage order amendments, refunds, returns and product issues — including after-sales snagging and damage claims — with care and efficiency.
• Proactively resolve customer queries, escalating issues when necessary.
• Support the collection and reporting of customer feedback; contribute ideas to enhance the overall customer journey.
• Maintain customer records and ensure data accuracy across systems.
• Liaise with suppliers, warehouses and couriers to track shipments and ensure customer orders are fulfilled accurately and on time.
Skills and Experience Required:
• Previous experience in a sales, customer service or client-facing role is beneficial — but not essential.
• A strong interest in sales, customer experience or operations within the interiors, design or luxury goods sector.
• A natural commercial awareness and genuine enthusiasm for selling beautiful products.
• Excellent verbal and written communication skills; confident and warm with clients across email, phone and in person.
• Highly organised with strong attention to detail.
• Confident multitasker able to prioritise effectively in a fast-paced environment.
• Comfortable working independently and collaboratively within a small, close-knit team.
• Proficiency in Microsoft Office and Google Workspace.
Mindset & Culture Fit
• Genuine passion for interiors, design and the luxury goods world — you care about what you sell.
• Positive, solutions-focused and calm under pressure; you bring good energy to the team and the people around you.
• Happy to be front-facing — comfortable with clients, at events and representing the brand in person at our Queens Park Studio.
• Eager to grow with the business and take on increasing responsibility over time.
What we offer:
• Competitive salary, based on experience.
• Full-time role within an ambitious and creative luxury interiors brand.
• Opportunities for growth and development across sales, customer experience, operations and wider business functions.
• Exposure to a broad network of designers, makers and industry professionals.
• A friendly, supportive and design-led working environment in our Queens Park Studio.
• Employee discounts on NiX products.
We are committed to building a diverse and inclusive team. We encourage applications from all backgrounds and make hiring decisions based on skills, experience, and alignment with our values.
How to Apply:
Please send in the following to careers@nicolaharding.com:
- Your up-to-date CV with a focus on the skills and experience required.
- A cover letter detailing your relevant experience and why you would be a great fit for this role — we’re particularly interested in hearing about products or brands you’ve worked on that you’re proud of
Please include Customer Experience & Sales Coordinator – NiX by Nicola Harding in the subject line of your email. We look forward to hearing from you!
