Customer Relations Manager- Luxury Fashion - Greater London - MODE SEARCH Ltd.

    MODE SEARCH Ltd.
    MODE SEARCH Ltd. Greater London

    4 days ago

    Description

    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.


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