The Baby Cot Shop is a luxury baby and children’s furniture brand, boutique, and interior design studio based in Chelsea, London, with a concession in Harrods. We specialise in beautiful nursery furniture, bespoke interiors, luxury bedding, accessories, and décor for babies and children.
We are looking for a warm, organised, and confident CRM & Sales Associate to join our team and support our growing client base across our boutique, Harrods concession, online enquiries, and international clients.
Role Overview
The CRM & Sales Associate will be responsible for supporting client enquiries, managing leads, following up with potential customers, and helping clients select beautiful pieces for their nurseries and children’s rooms. This role is ideal for someone who is naturally personable, detail-oriented, and confident communicating with high-end clients. You will play an important part in ensuring every client receives a thoughtful, professional, and seamless experience from their first enquiry through to purchase and beyond.
Key Responsibilities
Client Communication and Relationship Management
- Respond to client enquiries via email, phone, WhatsApp, Instagram, website enquiries, and in-store visits.
- Follow up with new and existing leads in a timely and professional manner.
- Build warm relationships with clients and understand their needs, timelines, preferences, and budget.
- Recommend suitable products, collections, finishes, fabrics, and accessories based on each client’s brief.
- Guide clients through the sales process, from initial enquiry to quotation, invoice, payment, and aftercare.
- Support clients with bespoke and made-to-order pieces, including custom colours, embroidery, fabrics, and finishes.
- Encourage clients to book appointments, visit our Chelsea boutique or Harrods concession, or arrange a design consultation where appropriate.
- Accurately log all new enquiries and client interactions into the CRM system.
- Update lead stages, notes, follow-up dates, product interests, and next steps.
- Ensure all leads are followed up consistently and no client is missed.
- Maintain clean, organised, and accurate CRM records.
Product Knowledge & Client Guidance
- Develop a strong understanding of our furniture, bedding, accessories, nursery interiors, and bespoke services.
- Learn product lead times, pricing, customisation options, delivery processes, and aftercare details.
- Help clients understand what they may need when planning a nursery, including cot beds, cribs, Moses baskets, gliders, changing units, bedding, décor, and accessories.
- Work closely with the interior design and operations teams to ensure client requests are handled smoothly.
Administrative Support
- Prepare and send product links, PDFs, quotes, invoices, and follow-up emails.
- Assist with order details, delivery updates, and client confirmations.
- Liaise with internal teams regarding product availability, lead times, customisations, and order progress.
- Support with client records, sales reporting, and daily CRM checks.
Requirements
- A proactive attitude and willingness to learn.
- Warm, friendly, and confident manner with clients.
- Strong attention to detail and good organisational skills.
- Previous experience in sales, customer service, luxury retail, interiors, nursery products, or CRM is preferred.
- Excellent written and verbal communication skills.
- Ability to follow up consistently and manage multiple leads at once.
- Comfortable using email, WhatsApp, CRM systems, spreadsheets, and basic digital tools.
- Interest in luxury interiors, baby furniture, design, or premium client service.
- Ability to work well both independently and as part of a team.
What We Offer
- The opportunity to work with a growing luxury interiors and baby furniture brand.
- Experience working with beautiful products, bespoke pieces, and high-end clients.
- A supportive team environment.
- Training on our collections, CRM process, and client journey.
- The chance to be part of a brand creating beautiful spaces for babies and children.
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