Customer Relationship Management Manager
At LUCA FALONI, we create timeless Italian menswear crafted with the finest materials and traditional artisanship. We bring uncompromising quality, effortless style, and exceptional service to clients worldwide.
We are looking for a CRM Manager to join our London-based team and lead our customer service operations globally. If you are passionate about delivering outstanding client experiences, building strong teams, and driving service excellence in a luxury retail environment, this could be your next big step.
What you will do:
* Lead and inspire the customer service team to deliver best-in-class support across all channels (email, chat, phone, social).
* Develop and implement service strategies that elevate the customer journey and build long-term loyalty.
* Monitor key performance metrics and continuously improve response times, quality, and satisfaction.
* Collaborate closely with e-commerce, retail, logistics, and marketing teams to ensure a seamless omnichannel experience.
* Lead customer interactions with empathy and efficiency, transforming challenges into opportunities to build lasting client loyalty.
* Train, mentor, and grow your team to achieve their highest potential.
What we are looking for:
* Proven experience in customer service management, ideally within luxury retail, fashion, or e-commerce.
* Strong leadership and people management skills.
* Excellent communication and problem-solving abilities.
* Data‑driven mindset with the ability to analyse performance and implement improvements.
* Passion for delivering exceptional client experiences and representing a premium brand.
Why join LUCA FALONI?
* Be part of a growing international brand with Italian heritage and global reach.
* Work in a collaborative, ambitious, and creative environment.
* Opportunities for professional growth and career development.
* Benefit package including generous employee discount, work-from-anywhere allowance and much more…
If you’re ready to take the next step in luxury retail and play a key role in shaping an exceptional client experience, we’d love to hear from you.
We are an equal opportunities employer. We are committed to equality of opportunity and to following practices which are free from discrimination.
Please, inform us confidentially if you may require any special accommodation or clarification concerning our recruitment process.
We deal with recruitment directly so if you are a recruitment agent please do not contact us, we do not require recruitment services and we apply no exception to this rule.
Due to the high volume of applications received, only candidates selected for an interview will be contacted. We appreciate your understanding and thank all applicants for their interest in joining the LUCA FALONI team.
Seniority level
* Mid‑Senior level
Employment type
* Full‑time
Job function
* Customer Service
* Industries: Retail Apparel and Fashion
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