Customer Success Manager - Luxury Fashion Brand

Mode Search is proud to be partnering with a renowned luxury retailer to appoint an experienced Customer Success Lead / Manager.We are seeking a strategic and commercially minded customer experience professional to lead and evolve the digital service proposition for one of London’s most iconic retail destinations. This is a pivotal role within a heritage brand entering a bold new chapter — following a full store transformation, refreshed product curation, and a renewed focus on client connection across all touchpoints.Our client has made significant investment into elevating their brand presence — reimagining their flagship store, redefining the customer journey, and setting new standards in luxury retail experience. As Customer Success Lead / Manager, you will play a key part in shaping how the brand’s online service reflects this next-generation vision of luxury.The Role:Partner with the Digital Director to lead the online customer service strategy and delivery.Manage and develop the relationship with the external customer service provider, setting clear targets, KPIs, and service standards.Define and implement customer service frameworks, tone of communication, and escalation procedures.Collaborate cross-functionally with stakeholders across Digital, eCommerce, Supply Chain, and Operations to ensure a seamless customer journey.Take ownership of complex customer issues and ensure swift, brand-aligned resolution.Design and refine customer service policies, procedures, and performance reporting.Lead, coach, and inspire internal team members while fostering strong collaboration with third-party partners.Requirements:Significant experience in customer success, service management, or digital operations, ideally within retail, eCommerce, or luxury.Proven experience managing third-party service providers and driving measurable performance outcomes.Strong stakeholder management and communication skills with the ability to influence cross-functional teams.Demonstrated leadership and team management experience.Commercially astute, data-driven, and passionate about enhancing the customer journey.Ideally based in Central London, with flexibility to work onsite when required.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.