Head of Customer Experience - Luxury Retail

Aspinal of London Limited; Fernhurst; On-site; GBP 90,000 - 130,000; Full time

Job summary

Aspinal of London Limited in Fernhurst is seeking an experienced Head of Customer Services to lead the next stage of development of our Customer Services function. This premium role requires a leader who can set the direction, drive improvements and deliver outstanding experiences for our luxury customers.

You will define service standards, build a high-performing team and partner with Operations, Retail, E-commerce, Product, Marketing and Logistics to resolve issues and enhance loyalty.

Qualifications

• Significant experience leading Customer Services or Customer Experience functions.
• Experience managing and developing managers and team leaders.
• Proven track record of improving customer journeys, processes and service standards.
• Strong understanding of customer service KPIs, SLAs, sales targets and performance management.
• Experience in luxury retail, premium brands, fashion, e-commerce or similar environment advantageous.

Responsibilities

• Develop and own the Customer Services strategy and roadmap.
• Define exceptional service standards across all channels and drive continuous improvement.
• Lead, inspire and develop the Customer Services team with clear objectives and KPIs.
• Collaborate with Operations, Retail, E-commerce, Product, Marketing and Logistics to resolve recurring issues.
• Use customer feedback and data to identify opportunities and drive changes.
• Ensure the customer experience aligns with a premium/luxury brand.

Skills

Leadership experience

Customer service leadership

Data-driven decision making

Multi-channel operations

Job description

Aspinal of London Limited in Fernhurst is seeking an experienced Head of Customer Services to lead the next stage of development of our Customer Services function. This premium role requires a leader who can set the direction, drive improvements and deliver outstanding experiences for our luxury customers.

You will define service standards, build a high-performing team and partner with Operations, Retail, E-commerce, Product, Marketing and Logistics to resolve issues and enhance loyalty.