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For Companies At a Glance
- Tasks: Lead and develop a high-performing customer service team in luxury fashion.
- Company: Join a prestigious global luxury retail brand with a people-focused culture.
- Benefits: Competitive salary, supportive environment, and opportunities for professional growth.
- Why this job: Make a real impact by delivering exceptional customer experiences in a dynamic setting.
- Qualifications: Proven leadership experience in customer service and strong communication skills.
- Other info: Based in Central London with flexible shift patterns and excellent career advancement opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Mode Search are partnering with a global luxury retail brand in their search for a Customer Relations Team Manager to join their team. This is a unique opportunity to join a highly regarded luxury business with a strong international presence and a reputation for delivering exceptional customer experiences. Known for its heritage, craftsmanship, and people-focused culture, this organisation offers a collaborative and supportive environment where service excellence sits at the heart of everything they do.
Working closely with senior leadership, the CRC Team Manager will lead and develop a high-performing customer service team, ensuring consistent service standards, operational efficiency, and continuous improvement across all customer touchpoints. This role combines hands-on people leadership with performance management and cross-functional collaboration. The role is based in Central London and operates on a rotational shift pattern.
Responsibilities
- Lead, motivate, and develop a customer service team, fostering a positive, high-performance culture
- Support hiring, onboarding, training, and ongoing development of team members
- Act as an escalation point for complex or sensitive customer cases, ensuring timely and effective resolution
- Champion exceptional service standards across all customer interactions
- Monitor team performance against KPIs, identifying trends and implementing action plans to drive improvement
- Conduct regular performance reviews, coaching sessions, and feedback conversations
- Use customer data and insights to identify opportunities to enhance customer satisfaction and service delivery
- Partner cross-functionally with Retail, Operations, Customer Experience, HR, and Communications teams
- Support the development and maintenance of service policies, procedures, and best practices
- Ensure effective use of customer service systems and tools to drive efficiency and consistency
- Support crisis and issue management alongside senior leadership to maintain customer confidence
- Act as deputy to the CRC Manager when required
Requirements
- Proven people management experience within customer service or contact centre environments
- Strong leadership presence with the ability to inspire, motivate, and coach teams
- Experience managing performance, KPIs, and service standards
- Confident handling escalated customer situations with empathy and professionalism
- Strong analytical and problem-solving capability
- Excellent communication and stakeholder management skills
- Comfortable working in a fast-paced, multi-channel service environment
- High level of IT proficiency and systems confidence
- Flexible to work across a rotating shift pattern, including weekends
To apply, please send your CV to or click the apply button. Please note: due to high volumes of interest, only shortlisted candidates will be contacted.
Customer Relations Manager- Luxury Fashion - MODE SEARCH Ltd. in London employer: Jobster
Contact Detail:
Jobster Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager- Luxury Fashion - MODE SEARCH Ltd. in London
✨Tip Number 1
Network like a pro! Reach out to people in the luxury fashion industry, especially those who work at MODE SEARCH or similar brands. A friendly chat can open doors and give you insider info that could help you stand out.
✨Tip Number 2
Prepare for the interview by researching the brand's heritage and values. Show us that you understand their commitment to exceptional customer experiences and how you can contribute to that culture.
✨Tip Number 3
Practice your leadership stories! Be ready to share examples of how you've motivated teams and handled tough customer situations. We want to hear about your successes and how you’ve driven performance in previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining a top-notch team in the luxury sector.
We think you need these skills to ace Customer Relations Manager- Luxury Fashion - MODE SEARCH Ltd. in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Customer Relations Manager role. Highlight your people management experience and any achievements in customer service to catch our eye!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about luxury fashion and how you can contribute to our team. Share specific examples of how you've led teams or improved customer satisfaction in the past.
Showcase Your Leadership Style: In your application, give us a glimpse of your leadership style. We want to know how you motivate and develop your team, so share any relevant experiences that demonstrate your ability to inspire others.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Jobster
✨Know the Brand Inside Out
Before your interview, dive deep into the luxury brand's history, values, and customer service philosophy. Understanding their heritage and craftsmanship will not only impress the interviewers but also help you align your answers with their culture.
✨Showcase Your Leadership Skills
Prepare specific examples of how you've successfully led and developed teams in previous roles. Highlight your ability to motivate and inspire others, as this is crucial for the Customer Relations Team Manager position.
✨Be Ready for Scenario Questions
Expect questions about handling complex customer situations. Think of past experiences where you resolved issues with empathy and professionalism, and be ready to discuss the outcomes and what you learned from them.
✨Demonstrate Analytical Thinking
Since the role involves monitoring KPIs and identifying trends, come prepared to discuss how you've used data to drive improvements in customer service. Share examples of how your analytical skills have positively impacted team performance.
