Customer Experience Manager - Global Fashion Brand

Job description

Mode Search is supporting a world-renowned luxury maison in the appointment of a Customer Experience Manager.

The brand is celebrated globally for its heritage craftsmanship, refined elegance, and deep connection to art, culture, and exceptional service. This is a rare opportunity to join a house where client relationships, discretion, and meaningful experiences sit at the very heart of the business.

The role is based full time in a flagship London store located in Cadogan Place. This is a fully store-based position, reporting into both the Store Director and the regional Customer Experience leadership team. The Customer Experience Manager will lead a small team of Hosts and must be flexible to work weekends when required for stock takes, special events, or holiday cover.

The Role

• Act as the primary custodian of the client experience, with a focus on personalised hosting and relationship building rather than transactional selling
• Own every touchpoint around the client journey, ensuring exceptional service before, during, and after each visit
• Gather and utilise detailed client preferences to elevate experiences, including travel arrangements, personal interests, lifestyle needs, and event attendance
• Lead, manage, and develop a team of Hosts, setting clear standards for service and cultural alignment
• Coordinate and oversee temporary Host support when required
• Work closely with internal teams to ensure seamless execution of in-store and external events across categories such as ready-to-wear and leather goods
• Maintain accurate and meaningful client records, with approximately 20% of the role focused on data input and CRM hygiene
• Remain highly visible on the shop floor, engaging directly with clients and building long-term relationships

Requirements

• A highly client-centric professional with a natural ability to connect, host, and anticipate client needs
• A strong people manager with experience leading and motivating small teams
• A refined individual with a genuine interest in art, culture, and luxury craftsmanship
• Backgrounds from department management or client-facing leadership roles are welcomed, particularly those seeking a more experience-led direction
• Comfortable balancing human interaction with light administrative and CRM responsibilities
• Not suited to candidates from purely back-of-house or numbers-driven CRM roles
• A true people person who thrives in a customer-facing, service-led environment

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.

We look forward to hearing from you!

Extra information

Status

Open

Education Level

Secondary School

Location

London Area

Type of Contract

Full-time jobs

Published at

01-03-2026

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