Client Services Operations Manager - Maternity Cover

An exciting opportunity for a talented professional with management experience, exceptional organisational skills and a client first mind-set. This role works closely with Head of VIP & Client Development and the VIP & Senior Sales team ensuring top level client service across all points of the client journey ensuring the clients needs are met, both in store and when a client is shopping remotely. The role will ensure best practices are being followed across the business. The remit for this role covers a range of functions, including VIP sales operations and concierge.

Key responsibilities include but are not limited to:

• Embody and set ways of working following the SLA (Service Level Agreement)
• Oversee the operational processes related to client services - ensuring efficiency and excellence in service standards
• Oversee VIP launches and special order processes
• Manage approvals for VIP clients, generating weekly reports and work with the Stock Control teams to ensure stock accuracy.
• Partner closely with the CRM team to understand client data and manage communication to the sales associates for all campaigns
• Act as the pivotal point of contact for VIP client activities such as preview, sale and events
• Support with all aspects of the VIP client journey, service offering, shipping experience, and after shopping follow-ups.
• Oversee the Stylists & B2B programme administration, including reconciliation of invoicing.
• Support with VIP events, working closer with the store management and PR team to understand possible operations needs
• Manage all client gifting projects, including Christmas and LNY as well as gifting related to special occasions.
• Work closely with stakeholders and store management to coordinate and ensure streamline process.
• Ensure there are daily checks of e-payments, Appro Room, Acuity scheduling appointments and in general oversee areas that VIP team operates and requires organisation.
• Team to manage VIP client Alterations, Fitting appointments, Dry Cleaning
• Oversee all shipments processed by the concierge team, managing the day to day accounts with service providers and being aware of insurances and shipping requirements.

Skills, Qualifications & Attitude:

• Experience in client services or operations
• Continually seeks to improve operational standards
• Multi-disciplined, strategic-thinker able to multi-task
• Comfortable working within a fast-paced environment.
• A self-starter able to set the standard by their own professionalism and attitude.
• Excellent knowledge of Microsoft Office and Excel.
• Excellent communication skills.
• Ability to prioritise work to strict deadlines.
• Energetic, self-motivated and organised.
• Problem-solving abilities to address complex client needs and operational challenges.
• Attention to detail and the ability to handle multiple priorities simultaneously.
• An understanding of client expectations in premium or luxury markets, with a focus on delivering exceptional service experiences.

What We Offer:

• 20 days holiday plus Bank Holidays, increasing with each year of service up to 5 additional days
• A generous Clothing Allowance
• Up to 60% Employee Discount
• Access to RetailTrust, our Employee Assistant Programme
• 24/7 Access to our VirtualGP service
• Cyclescheme and Eyecare Vouchers

Equal Opportunity: The diversity of our workforce is what makes us unique, creative and connected. As an equal opportunity employer, we work hard to ensure that candidates and employees are treated fairly. We do not tolerate discrimination of any kind. We welcome people from all courses of life - age, race, gender, sexuality, disability, and more - and strive to make everyone feel like they belong. We review our recruitment selection criteria, hiring processes and onboarding often. The goal is to be as diverse and inclusive as possible. Put simply: we welcome everybody, respect everyone's stories, and celebrate our differences.