Job Title: Customer Experience Manager
Location: London Head Office
Contract Type: Permanent
Working Pattern: Full Time
About the Role
As a leader in the retail industry, you will be the heart of the customer service function, ensuring that every interaction reflects our 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.
* Assist in recruiting and training a dedicated customer service team as the department expands.
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.
We are an equal‑opportunity employer. We respect and appreciate people of all backgrounds and are committed to creating an inclusive environment.
Office Angels is an employment agency and business. 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.
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