At a Glance
- Tasks: Lead a passionate team to shape the customer experience strategy for a luxury brand.
- Company: Fast-growing luxury Skin & Beauty brand based in London.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Make a real impact on customer service in a prestigious luxury environment.
- Qualifications: Proven leadership in Customer Service, ideally in luxury fashion or beauty.
- Other info: Exciting opportunity to drive innovation and build long-term customer relationships.
The predicted salary is between 36000 - 60000 £ per year.
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 open doors, so don’t be shy about asking for a chat or advice.
✨Tip Number 2
Prepare for those interviews! Research the brand inside out, know their values, and think about how you can enhance their customer experience. Show them you’re not just another candidate, but the perfect fit.
✨Tip Number 3
Practice your pitch! You’ll want to convey your leadership experience and passion for customer service clearly. Role-play with a friend or in front of the mirror until you feel confident.
✨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 that extra step to connect with us directly.
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 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 track of your application and ensures you don’t miss out on any important updates!
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 a customer service team in the past. Highlight your coaching methods, how you’ve implemented a customer-first strategy, and any measurable improvements you achieved. This will demonstrate your capability to lead and inspire a team.
✨Emphasise Data-Driven Decisions
Be ready to discuss how you've used customer data and feedback to enhance service delivery. Share instances where your analysis led to actionable insights that improved customer satisfaction or operational efficiency, showcasing your strategic mindset.
✨Collaborative Spirit is Key
Since this role involves working closely with various teams, prepare to talk about your experience collaborating with marketing, retail, and operations. Discuss how you’ve fostered cross-departmental relationships to enhance the overall customer experience, which is crucial for this position.