Customer Relations Manager- Luxury Fashion

Job 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 info@modesearch.co.uk or click the apply button.

Please note: due to high volumes of interest, only shortlisted candidates will be contacted.

Extra information

Status

Open

Education Level

Secondary School

Location

City of London

Type of Contract

Full-time jobs

Published at

05-02-2026

Profession type

Retail

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English