Find a job 
Featured Companies 
Featured Universities 
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 known for exceptional customer experiences.
- Benefits: Competitive salary, supportive culture, and opportunities for professional growth.
- Why this job: Make a real impact in a dynamic environment focused on service excellence.
- Qualifications: Experience in people management and strong leadership skills required.
- Other info: Based in Central London with a rotational shift pattern.
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.
The Role:
- 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 info@modesearch.co.uk or click the apply button. Please note: due to high volumes of interest, only shortlisted candidates will be contacted.
Customer Relations Manager- Luxury Fashion in City of London employer: MODE SEARCH Ltd.
Contact Detail:
MODE SEARCH Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relations Manager- Luxury Fashion in City of London
✨Tip Number 1
Network like a pro! Reach out to people in the luxury fashion industry, especially those who work at the company you're eyeing. A friendly chat can sometimes lead to insider info or even a referral!
✨Tip Number 2
Prepare for the interview by researching the brand's heritage and values. Show them you’re not just another candidate; you genuinely understand and appreciate their culture and commitment to exceptional customer experiences.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you've motivated teams and handled tough customer situations. This will showcase your people management skills and problem-solving abilities.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Relations Manager- Luxury Fashion in City of 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: Your cover letter is your chance to shine! Use it to tell us why you're passionate about luxury fashion and how you can contribute to our team. Be genuine and let your personality come through.
Showcase Your Leadership Skills: Since this role involves leading a team, make sure to emphasise your leadership style and any relevant experiences. Share examples of how you've motivated teams or improved service standards in previous roles.
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 MODE SEARCH Ltd.
✨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 teams in the past. Highlight your experience in motivating and developing team members, as well as how you've handled performance management and escalated customer situations with empathy.
✨Be Data-Driven
Familiarise yourself with key performance indicators (KPIs) relevant to customer service. Be ready to discuss how you've used data to identify trends and implement improvements in previous roles, showcasing your analytical skills.
✨Practice Your Communication Style
Since excellent communication is crucial for this role, practice articulating your thoughts clearly and confidently. Consider role-playing common customer scenarios to demonstrate your problem-solving capabilities and professionalism during the interview.
