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- Tasks: Lead and evolve the digital customer service strategy for a luxury fashion brand.
- Company: Renowned luxury retailer with a bold new vision and iconic presence.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Shape the future of luxury retail and enhance customer experiences in a transformative role.
- Qualifications: Experience in customer success, service management, and strong leadership skills.
- Other info: Join a heritage brand reimagining its customer journey with significant investment.
The predicted salary is between 43200 - 72000 £ per year.
Mode Search is proud to be partnering with a renowned luxury retailer to appoint an experienced Customer Success Lead / Manager.
We are seeking a strategic and commercially minded customer experience professional to lead and evolve the digital service proposition for one of London’s most iconic retail destinations. This is a pivotal role within a heritage brand entering a bold new chapter — following a full store transformation, refreshed product curation, and a renewed focus on client connection across all touchpoints.
Our client has made significant investment into elevating their brand presence — reimagining their flagship store, redefining the customer journey, and setting new standards in luxury retail experience. As Customer Success Lead / Manager, you will play a key part in shaping how the brand’s online service reflects this next-generation vision of luxury.
The Role:
- Partner with the Digital Director to lead the online customer service strategy and delivery.
- Manage and develop the relationship with the external customer service provider, setting clear targets, KPIs, and service standards.
- Define and implement customer service frameworks, tone of communication, and escalation procedures.
- Collaborate cross-functionally with stakeholders across Digital, eCommerce, Supply Chain, and Operations to ensure a seamless customer journey.
- Take ownership of complex customer issues and ensure swift, brand-aligned resolution.
- Design and refine customer service policies, procedures, and performance reporting.
- Lead, coach, and inspire internal team members while fostering strong collaboration with third-party partners.
Requirements:
- Significant experience in customer success, service management, or digital operations, ideally within retail, eCommerce, or luxury.
- Proven experience managing third-party service providers and driving measurable performance outcomes.
- Strong stakeholder management and communication skills with the ability to influence cross-functional teams.
- Demonstrated leadership and team management experience.
- Commercially astute, data-driven, and passionate about enhancing the customer journey.
- Ideally based in Central London, with flexibility to work onsite when required.
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.
Head of Customer service - Luxury Fashion Brand employer: MODE SEARCH Ltd.
Contact Detail:
MODE SEARCH Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer service - Luxury Fashion Brand
✨Tip Number 1
Network like a pro! Reach out to people in the luxury retail space, especially those who work at the brand you're eyeing. A friendly chat can open doors and give you insider info that could set you apart.
✨Tip Number 2
Show off your passion for customer experience! When you get the chance to chat with hiring managers, share your ideas on how to elevate the customer journey. This will demonstrate your strategic mindset and commitment to the role.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you've handled complex customer issues in the past and be ready to share specific examples. This will showcase your problem-solving skills and leadership experience.
✨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 - Luxury Fashion Brand
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the specific skills and experiences that align with the role of Customer Success Lead. Highlight your experience in customer service management, especially within luxury retail or eCommerce, to catch our eye!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about enhancing the customer journey and how your strategic mindset can contribute to our client's vision. Keep it engaging and relevant!
Showcase Your Leadership Skills: Since this role involves leading a team, be sure to highlight your leadership experience. Share examples of how you've inspired teams and managed third-party service providers to achieve outstanding results.
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 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 recent transformations. Understanding their vision will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Customer-Centric Mindset
Prepare specific examples of how you've enhanced customer experiences in previous roles. Highlight your strategic thinking and how you've successfully managed relationships with third-party service providers to drive performance.
✨Be Ready for Scenario-Based Questions
Expect questions that assess your problem-solving skills. Think about complex customer issues you've resolved in the past and be ready to discuss your approach, focusing on how it aligns with the brand's luxury standards.
✨Demonstrate Leadership and Collaboration Skills
Since this role involves leading a team and collaborating with various stakeholders, prepare to discuss your leadership style and how you've fostered teamwork in cross-functional settings. Share examples that showcase your ability to inspire and coach others.