Overview
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.
Responsibilities
* 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
Qualifications
* 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.
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