London-based luxury women’s RTW brand known for versatile, timeless pieces that combine femininity with functionality is looking for a warm, solutions‑driven Client Services Lead/Manager to join their team full‑time in west London. You will act as the frontline voice of the brand, delivering exceptional service to our customers across email, phone, social channels, and live chat.
This role is ideal for someone with experience in luxury retail or a premium DTC business, who is confident working with Shopify, thrives in a fast‑paced environment, and enjoys exceeding customer expectations.
Key Responsibilities
* Deliver outstanding customer service across all channels.
* Manage daily inbox flow, ensuring timely and accurate responses.
* Provide personalized styling advice and product recommendations when appropriate.
Operations & Shopify Expertise
* Use Shopify to manage orders, process returns/exchanges, issue refunds, and update customer information.
* Handle order queries, delivery issues, product questions, and complaints efficiently.
* Collaborate with warehouse and operations teams to ensure smooth fulfilment.
* Monitor order anomalies, payment issues, and verification alerts.
Customer Experience & Continuous Improvement
* Track recurring issues and customer feedback.
* Support initiatives such as VIP client care, personal shopping requests, and gifting programs.
* Help maintain a consistent, elevated service standard aligned with brand values.
Cross‑Functional Support
* Collaborate with e‑commerce, marketing, and operations teams on product launches, promotions, and customer‑impacting changes.
* Flag website or product listing errors to ensure accuracy across touchpoints.
* Assist during peak trading periods (seasonal drops, archive sales, promotional periods).
Skills & Experience
* Minimum 4 years’ customer service experience (desk‑based or in‑person).
* Luxury fashion or premium DTC experience preferred but not essential.
* Advanced working knowledge of Shopify is essential.
* Excellent written and verbal communication skills with impeccable attention to tone and detail.
* Able to handle difficult conversations with empathy, clarity, and professionalism.
* Highly organised, detail‑oriented, and able to work accurately under pressure.
* Confident using order management systems, ticketing platforms, and communication tools.
Why Join
* Be part of a fast‑growing, founder‑led luxury brand.
* Work in a beautiful, dog‑friendly office in west London.
* Opportunity to grow as the company scales internationally.
* Join a culture that values thoughtful service, customer care, and a passion for fashion.
Shopify (advanced) required for this role. 4+ years customer service (desk‑based or in‑person; luxury retail/DTC preferred)
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