Production Manager

Salary £ 42,000 - £45,000k

Responsibility for all production at Alex Monroe, maintaining high quality standards while delivering within the expected timeframes.

Overall line manager for all members of the production team.

Maintain on-going goal of bringing production lead times down while ensuring quality is not compromised.  Work closely with all Managers to enable the future growth of Alex Monroe ensuring our supply is responsive and can meet the demand of sales channels

As leader within the company, contribute to the smooth running of the TBR site and proactively build excellent working relations across all teams, taking a company-wide overview.

Specific Responsibilities – Personnel:

• Demonstrate a high standard of people management.

• Provide the Production team with direction, training and mentoring to ensure the department runs smoothly, maintaining a ‘Lead from the Front’ approach and acting as a pillar of support for your team, assisting colleagues with tasks when necessary.

• Develop and agree clear and appropriate roles and responsibilities for individuals within the team.  

• Support the Assistant Production Manager in their role as a Team Leader.

• Ensure that everyone is motivated and understands Alex Monroe’s vision.  

• Promote and support good team working and individual personal development.

• Provide on-going and ‘in the moment’ feedback and support to the individuals in your team, offering new challenges and development opportunities where possible.

• Delegate and allocate operational duties to ensure work is completed to deadline and to the standards required – and also to provide team members with new challenges and development opportunities.  

• Monitor and manage holidays and sickness, doing what you can to support your team and maintain their well-being.

• Ensure your team receives consistent on-the-job training for new pieces and collections.

• Liaise constructively and build good working relations to support Alex Monroe in maintaining a positive and friendly working environment for all employees.

• Develop and maintain clear communication with other departments and colleagues, including sharing your team’s achievements and “Small Successes” across the company.

Specific Responsibilities – Production:

• Fine jewellery orders order management, QC, stock in & allocation.  Work with the Assistant Production Manager to support the processing of mainline orders in a timely fashion.

• Establish timeline structure for all orders & check progress, maintaining an overall viewpoint and knowledge of volume and due dates.

• Schedule ahead to plan for busy times / transition / holidays etc. to ensure consistency.

• Ensure regular production meetings take place to discuss team issues, progress, transition, new collections and feedback from other departments, passing on information on to those who aren't present via group email / minutes.

• Improve and allow regular communication between departments on order progress.

• Work with the Inventory Coordinator to oversee external workshops. Keep track of production orders, progress on new item or collection trials and overall quality of the goods received.

• Ensure our production processes remain flexible and responsive, to meet sudden demand, and customer requests – inline with our ‘can-do’ company ethos

• Purchasing of diamonds for production, negotiating prices or switching suppliers when warranted. Assist the Inventory Coordinator in purchasing other stones, beads & pearls as needed.

• Purchasing of 18ct chains for production, carrying out quality control checks on all new items.

• When requested, work with the Finance Director on budgets for the purposes of forecasting, and manage the budget for the Production department.

• Work with team members to digitise paper workshop manufacturing records - upload to Netsuite or central files for access.

Specific Responsibilities – Manufacturing:

• Production Strategy: Identify new manufacturing partners or suppliers.

• Growth & Efficiency: Identify new areas and goals for improvement.

• Assess efficiencies within the Production team, outsourcing specific tasks or skills wherever is appropriate to save time, and therefore long-term costs.

• Proactively participate in our company goal to be environmentally conscious and sustainably minded with regards to manufacturing and wider company practises.

• Visit trade fairs, look for new suppliers and explore new production options.

Shared Responsibilities – Merchandising, Ordering & Stock:

• New merchandising strategy: work with the Stock Controller to improve ordering efficiencies and stock management to facilitate a more streamlined receipt of orders throughout the year.

• Import new sales SKUs (with the exception of Bespoke items) to Netsuite.

• With the Assistant Production Manager and with input from the production team, compile manufacturing information necessary for Production use on Netsuite with the creation and import of Bills of Materials for all new sales SKUs (except Bespoke items).

• Point of contact to resolve stock issues on Netsuite, investigating and following up with further training or advice if warranted.

What you will bring to the role:

• 10-15 plus years of working in a Jewellery production setting.

• An experienced people manager who can lead by example and address issues as they arise.

• Proven track record of working with suppliers developing new and existing collections.

• Experience of quality control with a keen eye for detail.

• Ability to adapt to conflicting priorities - no working day will be the same!

• Confident decision maker.

• Experience of handling precious gemstones and diamonds is required however a qualification in Gemmology would be preferred. 

• Passion and enthusiasm that is exuded and infectious to others!

• A ‘can do’ attitude ready to jump straight in.

• Able to manage your own time efficiently.

• Preparation of monthly reports to present to the Creative Director.

Benefits:

• Pension Scheme

• Travel to work Loan scheme

• Bike2Work scheme

• Paid for Eye tests and contribution towards glasses

• Additional days leave after 5 years of service

• Day off on your birthday

• Generous staff discount

• Generous family and friends discount

• A birthday gift of your choosing

• Complimentary Jewellery School Experience

• 2 Paid Charity Volunteering Days a year

• Quarterly Treat Fund to spend with your team

Please submit a cover letter along with your CV before the 19th April to be considered for this role.

Salary: £27,000

The Role:

To oversee the running of Alex Monroe Customer Care department - encompassing Live Chat, Freshdesk, Email, telephone enquiries, and our Repairs & Reconditioning service.

Ensure the creative heart of the Alex Monroe brand is always maintained across all aspects of Customer Care.

Ensure your team constantly provides above-and-beyond customer service, in a warm and welcoming manner. Encourage them to develop and maintain friendly and ongoing relationships with customers wherever possible.

As necessary, work with the Marketing, eCommerce & Retail teams to ensure a collective approach to the representation of the Alex Monroe brand, proactively building excellent communication and working relations across all departments, and our three sites.

Support and resolve Customer Escalations that might arise via eCommerce, Retail and Repairs.

Specific Responsibilities :

Customer Care:

• Work with the design director to develop a clear and innovative strategy for Customer Care, keeping our customers at the heart of this.

• Train new staff members on all things ‘Alex Monroe’; from our sales style, tone of voice, policies, systems and procedures, to brand and product knowledge, encompassing our important repair and reconditioning aftercare services.

• Develop your own encyclopaedia-like knowledge of the Alex Monroe brand, and all of our jewellery.

  Work with our Bespoke Manager to ensure you are highly literate in our Bespoke service and can potentially work with customers on the first stage of their Bespoke journey.

• Maintain great communication, from feeding back immediate product issues to our Production Team, and your achievements and “Small Successes” across the company.

• Ensure our Customer Care communications have a company-wide focus, to maximise sales opportunities and display an ‘above and beyond’ approach.

• Ensure all tasks are completed to set deadlines and to the standards required – delegating operational duties where appropriate.

• Report to the Board Work with the Finance Director on monthly/yearly budgets for forecasting, and report on Customer Care figures when necessary.

Repairs:

• Work closely with the Head of Production and Repairs Technician to ensure that repairs are delivered in a timely manner.

• Ensure any product issues or quality control concerns are highlighted with the Head of Production.

• Support our Repairs Admin by answering any queries and taking over any escalation issues.

• Ensure all tasks are completed to set deadlines and to the standards required – delegating operational duties where appropriate.

• Report on Repairs figures when necessary. 

Excellent people management:

• Maintain a ‘Lead from the Front’ approach wherever possible, and act as a pillar of support for your team.

• Demonstrate leadership by delegating and playing an active role in all customer care tasks.

• Determine the needs for staff coverage on phones, Freshdesk, and Repairs.

• Monitor and manage holidays and sickness, supporting your team and maintaining their well-being.

• Provide ongoing and ‘in the moment' feedback and support to the individuals in your team, offering new challenges and development opportunities where possible.

• Ensure your team receives consistent on-the-job training, from new pieces and collections to any changes to our policies and systems. 

Additional Responsibilities:

• Act as a pillar of support for customer-related queries across the company, balancing problem-solving with keeping the customer’s best interest at heart - in line with the brand’s ethos.

• Seek information, and continuously develop knowledge about the brand positioning and the jewellery marketplace.

• Support Alex Monroe in developing and maintaining a positive and friendly working environment for all employees.

• Promote good teamwork, liaising constructively with clear communication with your team, and colleagues in all other departments.

• Be a proactive member of the Alex Monroe Team. Attend Marketing and Management meetings, and bring forward ideas for improvements within the business, alongside contributing feedback and offering solutions to other points raised.

• Proactively participate in our company goal to be environmentally conscious and sustainably minded.

What you will bring to the role:

• Experience on CRM, specifically Freshdesk Software is preferable

• Prior knowledge of jewellery, metals, diamonds and gemstones would be beneficial

• Excellent attention to detail

• Good administrative and organisational skills

• An interest in operational procedures and continuous improvement on them

• Excellent customer service and interpersonal skills

• Passion and enthusiasm that is exuded and infectious to others!

Benefits:

• Pension Scheme

• Travel to work Loan scheme

• Bike2Work scheme

• Paid for Eye tests and contribution towards glasses

• Additional days leave after 5 years of service

• Generous staff discount

• Generous family and friends discount

• A Birthday gift of your choosing

• Complimentary Jewellery School Experience

• 2 Paid Charity Volunteering Days a year

• Quarterly Treat Fund to spend with your team

Please upload your CV and covering letter explaining what you can bring to our team by Wednesday 16th November. It is with regret that due to the high volume of applications we will only be able to respond to shortlisted candidates.

Salary: £35,000 - £40,000

With the Design Director, develop a clear and innovative strategy to grow our Wholesale business, with a specific focus on expanding our export portfolio - ensuring it is executed to a high standard, to specific deadlines.

Ensure the efficient and professional running of the Wholesale department, with your team consistently providing above-and-beyond customer service for our clients, in a warm and welcoming manner, developing and maintaining friendly, on-going relationships.

As necessary, work with the Marketing, Retail and eCommerce teams to ensure a joined up approach to the representation of the Alex Monroe brand, proactively building excellent communication and working relations across all departments, and our three sites.

As a member of the Management Team, provide support by ensuring the smooth running of the Snowsfields office and proactively build excellent working relations across all teams, taking a company-wide overview.

Strategy and business development

• Research, develop and deliver a strategy for growing and maintaining and our Wholesale business, with a clear focus on overseas growth.

• Work with our Press and Marketing Manager to ensure that this is supported by Marketing activities.

• Ensure your ideas are translated into a clear and detailed sales and marketing plan, with specific and measurable objectives - to ensure that the strategy is delivered.

• Report on the progress against the plan on a regular basis to the Design Director.

• Working closely with the Marketing Team to promote our stockists, ensuring that the brand’s strong values and identity are maintained.

• Be a supportive and proactive member of the Management Team, attending meetings and contributing feedback, ideas and solutions.

• We would also love to hear new strategies! From diversifying the products we sell, to franchising the brand…how can you help us explore and develop new opportunities in markets, such as the US?!

Excellent management of the Wholesale Department :

• Develop a wide knowledge and overview of our global Wholesale clients and their requirements.

• Provide the Wholesale team with direction, training and mentoring to ensure the department runs smoothly, all orders are processed in a timely fashion and that leads are followed up as quickly as possible. Assist members of the team with these tasks when necessary.

• Ensure customer databases are kept up to date, for existing and potential clients.

• Work as a team to build and maintain prospective and existing stockist relationships, by visiting stores or receiving clients on site at Alex Monroe.

• Oversee logistics for UK and International trade shows, working with our Visual Merchandiser on the look and feel of our stand.

• Prepare for shows by ensuring all contacts held on our databases are invited in good time, and attend the shows with members of the team, meeting with existing and prospective customers.

• Research and make recommendations for new UK and International trade shows for the company to attend. Oversee the management of our top accounts, maintaining relationships, interest and energy – alongside good stock levels.

Excellent people management:

• Oversee the smooth running of the Wholesale team, providing direction, training and mentoring to ensure the department runs smoothly.

• Maintain a ‘Lead from the Front’ approach wherever possible, and act as a pillar of support for your team, assisting colleagues with tasks when necessary.

•  Assess efficiencies within the Wholesale team, outsourcing specific tasks or skills wherever is appropriate to save time, and therefore long-term costs.

• Develop and agree on clear and appropriate roles and responsibilities for individuals

To apply please upload your CV and covering letter explaining what you can bring to the team by 20th February 2022. It is with regret that due to the high volume of applications we will only be able to respond to shortlisted candidates.