Customer Relationship Manager

Luca Faloni; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A luxury menswear brand in London is seeking a Customer Relationship Manager to lead their customer service operations globally. The ideal candidate will have proven experience in customer service management within luxury retail, strong leadership skills, and a passion for delivering exceptional client experiences. This role offers opportunities for professional growth and a competitive salary.

Benefits

Generous employee discount

Work-from-anywhere allowance

Opportunities for professional growth

Collaborative work environment

Qualifications

• Proven experience in customer service management, ideally within luxury retail or e‑commerce.
• Strong leadership and people management skills.
• Data‑driven mindset with the ability to analyse performance.

Responsibilities

• Lead and inspire the customer service team to deliver best‑in‑class support.
• Develop and implement service strategies that elevate the customer journey.
• Monitor key performance metrics to improve satisfaction.

Skills

Customer service management

Leadership

Excellent communication

Problem-solving

Data analysis

Job description

At LUCA FALONI, we create timeless Italian menswear crafted with the finest materials and traditional artisanship. We bring uncompromising quality, effortless style, and exceptional service to clients worldwide.

We are looking for a Customer Relationship Manager to join our London‑based team and lead our customer service operations globally. If you are passionate about delivering outstanding client experiences, building strong teams, and driving service excellence in a luxury retail environment, this could be your next big step.

Responsibilities

• Lead and inspire the customer service team to deliver best‑in‑class support across all channels (email, chat, phone, social).
• Develop and implement service strategies that elevate the customer journey and build long‑term loyalty.
• Monitor key performance metrics and continuously improve response times, quality, and satisfaction.
• Collaborate closely with e‑commerce, retail, logistics, and marketing teams to ensure a seamless omnichannel experience.
• Lead customer interactions with empathy and efficiency, transforming challenges into opportunities to build lasting client loyalty.
• Train, mentor, and grow your team to achieve their highest potential.

Qualifications

• Proven experience in customer service management, ideally within luxury retail, fashion, or e‑commerce.
• Strong leadership and people management skills.
• Excellent communication and problem‑solving abilities.
• Data‑driven mindset with the ability to analyse performance and implement improvements.
• Passion for delivering exceptional client experiences and representing a premium brand.

Benefits

• Be part of a growing international brand with Italian heritage and global reach.
• Work in a collaborative, ambitious, and creative environment.
• Opportunities for professional growth and career development.
• Competitive salary.
• Benefit package including generous employee discount, work‑from‑anywhere allowance and much more.

We are an equal opportunities employer. We are committed to equality of opportunity and to following practices which are free from discrimination.