Client Services Manager - Luxury Furniture & Lighting
15 days ago
Leicester
Mode Search is proud to be partnering with a prestigious British luxury design and manufacturing business to recruit a Client Services Manager. Renowned for its exceptional craftsmanship and commitment to British manufacturing, the company creates beautifully designed furniture, lighting and interior products for a discerning international client base. \n \n This is an exciting opportunity to join a highly respected brand and take ownership of a key leadership position within the Client Services function. Reporting to the Client Services & Operations Manager, you will lead a dedicated team, ensuring the seamless delivery of exceptional client service while driving operational excellence across quoting, order management, aftercare and client support. \n \n If you are a people-focused leader with a passion for delivering outstanding customer experiences, improving operational processes and developing high-performing teams, this is an excellent opportunity to join a growing luxury business where you can make a genuine impact. \n \n This role is 5 days based in the office, allowing close collaboration with other departments. \n \n The Role \n\n • Lead, coach and develop the Furniture & Lighting Client Services team, fostering a collaborative and high-performing culture.\n, • Oversee the day-to-day management of the client support platform, ensuring workloads are prioritised effectively and service levels are consistently achieved.\n, • Manage the end-to-end client journey, overseeing quotations, order processing, aftercare requests and operational enquiries.\n, • Act as the key link between Client Development, Manufacturing, Product, Logistics and Finance teams to ensure seamless communication and service delivery.\n, • Support the resolution of complex client enquiries and escalated issues, ensuring timely and professional outcomes.\n, • Monitor team performance through KPIs and operational reporting, identifying opportunities to improve efficiency and service standards.\n, • Balance team workloads and resources, proactively identifying operational risks, bottlenecks and opportunities for continuous improvement.\n, • Create and maintain process documentation, training materials and operational best practice guides.\n, • Support recruitment, onboarding and the ongoing development of team members.\n, • Contribute to strategic projects and continuous improvement initiatives that support the future growth of the Client Services function.\n\n \n Requirements \n\n • Proven leadership experience within a client services, customer service or operations environment.\n, • Experience managing and developing high-performing teams through coaching, mentoring and performance management.\n, • Strong organisational and workload management skills, with the ability to manage multiple priorities in a fast-paced environment.\n, • Excellent communication and stakeholder management skills, with the confidence to collaborate across multiple departments.\n, • A track record of driving process improvements and operational efficiencies.\n, • Strong analytical skills with proficiency in Microsoft Office, particularly Excel.\n, • Experience using Zendesk or a similar customer support platform is highly desirable.\n, • Familiarity with ERP systems, including SAP Business One, would be advantageous.\n, • Experience within luxury interiors, furniture, design, hospitality or another premium product environment is preferred.\n, • Additional language skills would be an advantage.\n\n \n If you're looking to join a market-leading British luxury brand and lead a team committed to delivering an exceptional client experience, we'd love to hear from you. \n \n Please send your CV to info@modesearch.co.uk or click the Apply button. \n \n Please note: Due to the high volume of applications, only shortlisted candidates will be contacted.