Customer Service Manager

McQueen; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading luxury fashion house seeks a Customer Service Manager to oversee its B2B customer service team in London. This role involves driving operational excellence and ensuring seamless order management while fostering collaboration across various business units. The ideal candidate is a strategic leader with extensive experience in customer service and operations within the luxury retail sector.

Qualifications

• Minimum 8 years in customer service or operations, preferably in fashion.
• Strong understanding of order management and fulfilment processes.
• Fluent in English and Italian; French or German is a plus.

Responsibilities

• Lead setup of the London customer service team and manage recruiting.
• Ensure timely order processing and fulfilment.
• Foster a high-performance team culture and oversee training.

Skills

Leadership

Customer Service

Operations Expertise

Problem-Solving

Cross-Functional Collaboration

Adaptability

Tools

SAP

Microsoft Excel

Job description

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McQueen is a British luxury fashion house founded by Lee Alexander McQueen in 1992. In 2001, the house joined the Kering Group and, since December 2023, is under the creative direction of Seán McGirr.

McQueen is distinctive for an expression of individuality, subversive strength and raw power. With a design studio and atelier based in London, the house is known for uncompromising quality and creative vision.

At McQueen, we live and breathe a culture defined by our key Behaviours:

• Empowerment – We empower our team and peers, providing unwavering support to ensure everyone can thrive; this means giving support to your team and those you are working with to succeed.
• Teamwork – We put an emphasis on Teamwork; this means working together as a collective to achieve shared goals.
• Respect – We value respect, treating everyone with dignity and showing genuine appreciation for their efforts: this means treating everyone equally.
• Kindness – We believekindness is integral to everything we do; this means demonstrating compassion and empathy towards others.

Your opportunity

Are you a strategic leader with a passion for operational excellence in luxury fashion? We are looking for a dynamic Customer Operations Manager to lead and develop our B2B customer service team. In this role, you will drive seamless order management, optimise customer satisfaction, and collaborate cross-functionally with key business units (Supply Chain, Merchandising, Retail, Wholesale) to ensure top-tier service for our stores and wholesale partners. Your leadership will be crucial in delivering a best-in-class experience while overseeing a major team transition from Switzerland to London.

How will you contribute?

• Lead the team transition – Oversee the setup of the London-based customer service team, managing recruitment, training, and knowledge transfer from the existing team in Switzerland to ensure a smooth transition and business continuity.
• Drive seamless order management – Ensure accurate and timely order processing, allocation, and fulfilment, from sales campaigns (quarterly showrooms) to final delivery, using internal systems.
• Ensure the ongoing replenishment of our McQueen stores happens without disruption, from the placement of the daily orders to their delivery in our regional warehouses or stores.
• Manage delivery priorities – Align and execute order release strategies based on client type, product category, and business priorities.
• Lead & develop the team – Foster a high-performance team culture, providing coaching, training, and professional development while managing performance evaluations and career growth plans.
• Enhance customer support – Oversee customer service operations, responding to inquiries and ensuring timely, effective client communication.
• Strengthen cross-functional collaboration – Act as a strategic partner to Retail, Wholesale, Supply Chain, Merchandising, and Finance, ensuring smooth operations and alignment with business goals.
• Monitor performance & reporting – Track customer service KPIs, produce shipping forecasts, proactively addressing issues and providing insights to internal stakeholders.
• Drive process improvements & innovation – Lead efficiency initiatives and support the rollout of SAP and the Kering order and inventory allocation tool, ensuring seamless adoption and operational excellence.

Required Skills:

• You will be able to demonstrate the desired McQueen behaviours.
• Leadership & Team Development – Proven experience in building, mentoring, and managing high-performing customer service teams, with a strong focus on coaching, training, and performance development.
• Customer Service & Operations Expertise – Minimum 8 years of experience in customer service or operations, ideally within the fashion or luxury industry. Strong understanding of order management, allocation, and fulfilment processes.
• Strategic & Problem-Solving Mindset – Ability to analyse operational challenges, develop solutions, and balance business needs with efficiency. Experience in change management, training, and team transitions is a plus.
• Cross-Functional Collaboration – Skilled at working closely with internal departments (Supply Chain, Merchandising, Retail, Wholesale) to ensure seamless service execution and customer satisfaction.
• Project & Change Management – Experience leading team transitions, system implementations, or process improvements, ensuring smooth adaptation and business continuity.
• Technical Proficiency – Advanced knowledge of Microsoft Excel and experience using SAP and AS400 or similar order management systems.
• Multilingual Communication – Fluent in English and Italian (both written and spoken). Additional proficiency in French or German is an advantage.
• Adaptability & Resilience – A proactive, solutions-oriented team player with the ability to manage multiple priorities in a fast-paced environment.

Kering is committed to building a diverse workforce. We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer, we welcome and consider applications from all qualified candidates, regardless of their background.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service and Supply Chain

• Industries

  Retail Luxury Goods and Jewelry, Retail, and Retail Apparel and Fashion

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