At a Glance
- Tasks: Lead a passionate team to shape the customer experience for a luxury brand.
- Company: Fast-growing luxury Skin & Beauty brand in London.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Why this job: Make a real impact on customer service in a prestigious industry.
- Qualifications: Proven leadership in Customer Service, ideally in luxury or premium retail.
- Other info: Exciting opportunity during a pivotal growth phase.
The predicted salary is between 36000 - 60000 £ per year.
Job Description
Head of Customer Service & Concierge – Luxury Skin & Wellness Brand
Location: London – Hybrid
Package: Competitive Salary & Benefits
9-12 Months Contract Role
We are seeking an experienced Head of Customer Service to join a fast-growing luxury Skin & Beauty brand. This is a senior leadership role where you will be responsible for shaping the entire customer experience strategy, leading a passionate team, and ensuring that every interaction reflects the quality and elegance of our brand.
The Role
As Head of Customer Service, you will oversee all customer touchpoints across ecommerce, retail, and post-purchase care. You will be responsible for setting and delivering a customer-first strategy, managing systems and processes, and driving continuous improvement to create seamless, best-in-class experiences.
Key Responsibilities
- Lead, coach, and grow the customer service team.
- Define and implement a customer-first strategy across all channels.
- Oversee daily operations, ensuring exceptional service standards and SLAs.
- Analyse customer data and feedback to optimise systems, tools, and processes.
- Collaborate closely with Marketing, Retail, Ecommerce, and Operations teams.
- Champion the voice of the customer to build loyalty and long-term relationships.
About You
- Proven leadership experience in Customer Service or Customer Experience, ideally within luxury fashion, beauty, or premium retail.
- Strong strategic and commercial mindset with the ability to innovate and deliver results.
- Excellent communication and interpersonal skills.
- Passionate about delivering world-class customer experiences.
This is an exciting opportunity to shape the future of customer service for a luxury Skin & Beauty brand at a pivotal time of growth.
To apply, please submit your CV via LinkedIn or contact the Fella & Jones team directly at contact@fellaandjones.com.
Head of Customer Service & Concierge - Luxury Skin & Wellness Brand - 9-12 Months Contract Role employer: Fella and Jones
Contact Detail:
Fella and Jones Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Service & Concierge - Luxury Skin & Wellness Brand - 9-12 Months Contract Role
✨Tip Number 1
Network like a pro! Reach out to people in the luxury skin and wellness industry on LinkedIn. A friendly message can go a long way, and who knows, they might just have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the brand thoroughly. Understand their values, products, and customer service approach. This will help you tailor your answers and show that you're genuinely interested in shaping their customer experience.
✨Tip Number 3
Practice your leadership stories! Think of specific examples where you've led a team or improved customer service. Being able to share these experiences confidently will set you apart from other candidates.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Head of Customer Service & Concierge - Luxury Skin & Wellness Brand - 9-12 Months Contract Role
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Head of Customer Service role. Highlight your leadership experience in customer service, especially within luxury brands, to show us you’re the perfect fit.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about delivering world-class customer experiences and how you can shape our customer-first strategy. Keep it engaging and personal!
Showcase Your Achievements: When detailing your past roles, focus on specific achievements that demonstrate your ability to lead teams and improve customer satisfaction. Numbers and results speak volumes, so don’t hold back!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at Fella and Jones
✨Know the Brand Inside Out
Before your interview, dive deep into the luxury skin and wellness brand's values, products, and customer service philosophy. Understanding their unique selling points will help you articulate how your experience aligns with their vision.
✨Showcase Your Leadership Skills
Prepare specific examples of how you've successfully led teams in previous roles. Highlight instances where you’ve implemented a customer-first strategy or improved service standards, as this will resonate well with the hiring team.
✨Be Data-Driven
Since the role involves analysing customer data, come prepared to discuss how you've used data to drive decisions in past positions. Share insights on how you optimised processes based on customer feedback to enhance the overall experience.
✨Collaborate and Communicate
Emphasise your ability to work cross-functionally with marketing, retail, and operations teams. Prepare to discuss how effective communication has helped you champion the voice of the customer and build long-term relationships in your previous roles.