Mode Search are partnering with a global luxury retail brand in their search for a Customer Relations Team Manager to join their team.
This is a unique opportunity to join a highly regarded luxury business with a strong international presence and a reputation for delivering exceptional customer experiences. Known for its heritage, craftsmanship, and people-focused culture, this organisation offers a collaborative and supportive environment where service excellence sits at the heart of everything they do.
Working closely with senior leadership, the CRC Team Manager will lead and develop a high-performing customer service team, ensuring consistent service standards, operational efficiency, and continuous improvement across all customer touchpoints. This role combines hands-on people leadership with performance management and cross-functional collaboration.
The role is based in Central London and operates on a rotational shift pattern.
The Role:
* Lead, motivate, and develop a customer service team, fostering a positive, high-performance culture
* Support hiring, onboarding, training, and ongoing development of team members
* Act as an escalation point for complex or sensitive customer cases, ensuring timely and effective resolution
* Champion exceptional service standards across all customer interactions
* Monitor team performance against KPIs, identifying trends and implementing action plans to drive improvement
* Conduct regular performance reviews, coaching sessions, and feedback conversations
* Use customer data and insights to identify opportunities to enhance customer satisfaction and service delivery
* Partner cross-functionally with Retail, Operations, Customer Experience, HR, and Communications teams
* Support the development and maintenance of service policies, procedures, and best practices
* Ensure effective use of customer service systems and tools to drive efficiency and consistency
* Support crisis and issue management alongside senior leadership to maintain customer confidence
* Act as deputy to the CRC Manager when required
Requirements:
* Proven people management experience within customer service or contact centre environments
* Strong leadership presence with the ability to inspire, motivate, and coach teams
* Experience managing performance, KPIs, and service standards
* Confident handling escalated customer situations with empathy and professionalism
* Strong analytical and problem-solving capability
* Excellent communication and stakeholder management skills
* Comfortable working in a fast-paced, multi-channel service environment
* High level of IT proficiency and systems confidence
* Flexible to work across a rotating shift pattern, including weekends
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.