Mode Search is currently partnering with a renowned luxury fashion house to support their search for a Customer Operations Executive to join their London-based team.
This position is located at the brand’s London headquarters. It is a full-time, on-site role reporting directly to the Customer Service Manager. The position sits within the Customer Service function and works closely with cross-functional departments to ensure operational excellence and seamless service.
The Role
* Coordinate daily activities of the Customer Service team and serve as backup to the Customer Service Manager
* Oversee the complete order flow process from order receipt through to final delivery, ensuring accuracy and timely execution
* Support showroom operations during sales campaigns as needed
* Work closely with Credit and Finance to manage payment terms, including advance payments, letters of credit, and guarantees
* Liaise with Shipment Planning and Global Transport to provide shipping instructions for customer orders
* Coordinate with internal teams across Production, Logistics, Warehouse, Planning, Order Entry, Sales, and Invoicing to ensure efficient order processing
* Monitor orders and address any delays or issues with a proactive, solution-focused approach
* Manage seasonal reorders and communicate order changes, pricing updates, and cancellations
* Act as the first point of contact for customer inquiries, ensuring timely responses and directing queries appropriately
* Ensure smooth delivery execution to support revenue targets and customer satisfaction
* Assist the Customer Service Manager in initiatives tied to turnover objectives
* Gather and share customer feedback and insights to support market analysis and sales strategies
* Supervise and guide Customer Operations Specialists, encouraging collaboration and continuous improvement
* Monitor team performance and lead initiatives to improve process efficiency and service quality
Requirements
* Minimum of 5 years’ experience in a customer service or operations coordination role, ideally within the luxury or fashion industry
* Fluent in both Italian and English; additional languages are advantageous
* Proficient in Microsoft Office, especially Excel, Word, and PowerPoint
* Experience working with SAP and AS400 systems, as well as reporting tools
* Strong analytical and problem-solving skills
* Proven track record in team leadership and people development
* Excellent interpersonal and communication skills
* Highly organised, adaptable, and confident with the ability to work under pressure
* Deep understanding of order flow processes and how they impact both customer satisfaction and commercial targets
Please note that due to the high number of applications we are currently receiving, we are unfortunately not able to provide individual feedback to every candidate at this stage of the process.
If your application is successful, you will be contacted by us in due course.
You can also email your resume directly to us at info@modesearch.co.uk if you would like to apply.