Job Title

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 cultureSupport hiring, onboarding, training, and ongoing development of team membersAct as an escalation point for complex or sensitive customer cases, ensuring timely and effective resolutionChampion exceptional service standards across all customer interactionsMonitor team performance against KPIs, identifying trends and implementing action plans to drive improvementConduct regular performance reviews, coaching sessions, and feedback conversationsUse customer data and insights to identify opportunities to enhance customer satisfaction and service deliveryPartner cross-functionally with Retail, Operations, Customer Experience, HR, and Communications teamsSupport the development and maintenance of service policies, procedures, and best practicesEnsure effective use of customer service systems and tools to drive efficiency and consistencySupport crisis and issue management alongside senior leadership to maintain customer confidenceAct as deputy to the CRC Manager when requiredRequirements:Proven people management experience within customer service or contact centre environmentsStrong leadership presence with the ability to inspire, motivate, and coach teamsExperience managing performance, KPIs, and service standardsConfident handling escalated customer situations with empathy and professionalismStrong analytical and problem-solving capabilityExcellent communication and stakeholder management skillsComfortable working in a fast-paced, multi-channel service environmentHigh level of IT proficiency and systems confidenceFlexible to work across a rotating shift pattern, including weekendsTo apply, please send your CV to or click the apply button.Please note: due to high volumes of interest, only shortlisted candidates will be contacted.