Customer Relations Manager- Luxury Fashion
hace 19 días
London
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 or click the apply button. Please note: due to high volumes of interest, only shortlisted candidates will be contacted.