Mode Search is proud to be partnering with a renowned luxury retailer to appoint an experienced Customer Success Lead / Manager.
We are seeking a strategic and commercially minded customer experience professional to lead and evolve the digital service proposition for one of London’s most iconic retail destinations. This is a pivotal role within a heritage brand entering a bold new chapter — following a full store transformation, refreshed product curation, and a renewed focus on client connection across all touchpoints.
Our client has made significant investment into elevating their brand presence — reimagining their flagship store, redefining the customer journey, and setting new standards in luxury retail experience. As Customer Success Lead / Manager, you will play a key part in shaping how the brand’s online service reflects this next-generation vision of luxury.
The Role:
* Partner with the Digital Director to lead the online customer service strategy and delivery.
* Manage and develop the relationship with the external customer service provider, setting clear targets, KPIs, and service standards.
* Define and implement customer service frameworks, tone of communication, and escalation procedures.
* Collaborate cross-functionally with stakeholders across Digital, eCommerce, Supply Chain, and Operations to ensure a seamless customer journey.
* Take ownership of complex customer issues and ensure swift, brand-aligned resolution.
* Design and refine customer service policies, procedures, and performance reporting.
* Lead, coach, and inspire internal team members while fostering strong collaboration with third-party partners.
Requirements:
* Significant experience in customer success, service management, or digital operations, ideally within retail, eCommerce, or luxury.
* Proven experience managing third-party service providers and driving measurable performance outcomes.
* Strong stakeholder management and communication skills with the ability to influence cross-functional teams.
* Demonstrated leadership and team management experience.
* Commercially astute, data-driven, and passionate about enhancing the customer journey.
* Ideally based in Central London, with flexibility to work onsite when required.
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.