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- 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 collaborative environment focused on service excellence.
- Qualifications: Experience in people management and strong leadership skills required.
- Other info: Dynamic role based in Central London with flexible shift patterns.
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 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 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 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 escalated situations. We want to hear about your hands-on approach to people management.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Customer Relations Manager- Luxury Fashion 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 leadership 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 your background makes you the perfect fit for our team. Keep it engaging and personal.
Showcase Your People Skills: Since this role is all about leading a team, make sure to emphasise your people management skills. Share examples of how you've motivated teams or handled challenging customer situations with empathy.
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 out on any important updates!
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 and developed teams in previous roles. Highlight your ability to motivate and inspire others, as this is crucial for a 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.
