At a Glance
- Tasks: Lead and shape the customer experience for a luxury skin and wellness brand.
- Company: Fast-growing luxury skin and beauty brand based in London.
- Benefits: Competitive salary, benefits, and a hybrid working model.
- Why this job: Make a real impact on customer service in a prestigious brand.
- Qualifications: Proven leadership in customer service, ideally in luxury or premium retail.
- Other info: Exciting opportunity for growth in a dynamic environment.
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 responses and show that you're genuinely interested in shaping their customer experience.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss specific examples of how you've led teams and improved customer service in the past. Use metrics to back up your achievements – numbers speak volumes!
✨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 in luxury or beauty sectors, to show us you’re the right 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 plan to shape our customer-first strategy. Keep it engaging and personal!
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics and examples to demonstrate how you’ve improved customer service standards or driven results in previous roles. We love numbers!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
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 and how they position themselves in the market 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. This will demonstrate your capability to lead and inspire a team in a high-end environment.
✨Emphasise Data-Driven Decisions
Be ready to discuss how you've used customer data and feedback to enhance service delivery. Share examples of how you've analysed metrics to drive improvements, as this role requires a strong strategic mindset and the ability to innovate based on insights.
✨Prepare for Collaborative Scenarios
Since the role involves working closely with various teams, think of examples where you've successfully collaborated with marketing, retail, or operations. This will show that you can champion the voice of the customer while maintaining strong interdepartmental relationships.