Customer Experience Manager Luxury Retail

Job Title: Customer Experience Manager
Location: London Head Office
Contract Type: Permanent
Working Pattern: Full Time

Are you passionate about providing exceptional customer service? Do you thrive in a dynamic retail environment where every interaction matters? If so, we invite you to join our vibrant team as a Customer Experience Manager!

At this organisation, they pride ourselves on thier unwavering commitment to quality and service. As a leader in the retail industry, they are dedicated to crafting remarkable experiences for thier customers around the globe. This role is pivotal in enhancing client relationships and ensuring a seamless experience across all touchpoints.

The Role
In this hands-on position, you will be the heart of the Customer Service function. You'll take full ownership of customer communications across eCommerce and related channels. Your expertise will ensure that every interaction reflects the brand values and craftsmanship.

Key Responsibilities:

• Deliver exceptional customer service to a global clientele across email, phone, and digital platforms.
• Manage all customer inquiries, orders, aftersales support, and issue resolutions with professionalism and care.
• Provide confident product knowledge and styling guidance to support sales and boost client confidence.
• Build and maintain long-term client relationships, ensuring a considered experience from start to finish.
• Serve as a trusted contact throughout the eCommerce conversion funnel, facilitating informed decision-making.
• Ensure all communications resonate with our brand values and commitment to excellence.
• Collaborate with eCommerce, Retail, and other teams to create a unified customer experience.
• Proactively manage ongoing inquiries and orders, tracking them effectively.
• Share insights on customer service performance in weekly meetings and prepare structured monthly reports.
• Lay the groundwork for future growth of the Customer Service department, establishing processes and best practices.
• As the department expands, assist in recruiting and training a dedicated customer service team.

Qualifications:

• Proven experience in premium or luxury retail and eCommerce customer service.
• Comfortable working autonomously, with a high level of ownership and accountability.
• Previous experience managing a customer service team, with a vision for scaling the function.
• Confident in delivering highly personalised service to VIP clients.
• Background in luxury personal shopping or VIP sales is a plus!
• Exceptionally organised, detail-focused, and calm under pressure.
• A natural communicator with excellent written and verbal skills, sensitive to brand tone.
• Professional, personable, and service-driven, with a genuine passion for fashion and craftsmanship.

Preferred Skills:

• Attention to detail and strong time management skills.
• Proactive and solution-focused mindset.
• Experience in garment, textiles, or tailoring is advantageous.
• Proficient in MS Office applications (Word & Excel).
• Familiarity with Shopify is a bonus!
• A positive, collaborative approach to working within a team.

If you're ready to elevate customer experiences and be part of a prestigious brand, we want to hear from you! Join us on this exciting journey and help shape the future of our customer service. Apply today!

Office Angels is an employment agency. We are an equal opportunities employer who put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. We do this by showcasing their talents, skills and unique experience in an inclusive environment that helps them thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

We use generative AI tools to support our candidate screening process. This helps us ensure a fair, consistent, and efficient experience for all applicants. Rest assured, all final decisions are made by our hiring team, and your application will be reviewed with care and attention.

Office Angels is an employment agency and business. We are an equal-opportunities employer who puts expertise, energy and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, abilities and more. By showcasing talents, skills and unique experiences in an inclusive environment, we help individuals thrive. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.