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For Companies At a Glance
- Tasks: Lead a passionate team to shape the customer experience strategy.
- Company: Fast-growing luxury Skin & Beauty brand in London.
- Benefits: Competitive salary, hybrid work, and exciting growth opportunities.
- Why this job: Make a real impact on customer service for a luxury brand.
- Qualifications: Proven leadership in Customer Service, ideally in luxury retail.
- Other info: Join us at a pivotal time of growth and innovation.
The predicted salary is between 48000 - 72000 £ per year.
Head of Customer Service – 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
Head of Customer Service – 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 – 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 you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the brand thoroughly. Understand their customer service philosophy and think about how you can contribute to their vision. We want to see your passion for delivering world-class experiences!
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've led teams to success in previous roles. We love hearing about your strategies for creating exceptional customer experiences!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who align with our values.
We think you need these skills to ace Head of Customer Service – 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!
Showcase Your Strategy Skills: In your application, emphasise your ability to define and implement customer-first strategies. We want to see how you've driven improvements in customer experience in previous roles, so don’t hold back on those examples!
Communicate Clearly: Your written application should be clear and engaging. Use a professional yet approachable tone, as this reflects the kind of communication we value in our customer interactions. Remember, first impressions count!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it 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 and how they position themselves in the market will help you align your answers with their expectations.
✨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 tangible improvements in customer experience, as this role requires a strong strategic mindset backed by data.
✨Collaborative Spirit is Key
Since the role involves working closely with various teams, prepare to talk about your experience in cross-departmental collaboration. Discuss how you’ve successfully partnered with marketing, retail, or operations to create seamless customer experiences, showcasing your ability to champion the voice of the customer.
