Head of Customer Service & Concierge – Luxury Skin & Wellness Brand - 9-12 Months Contract Role

Head of Customer Service & Concierge – Luxury Skin & Wellness BrandLocation: London - HybridPackage: Competitive Salary & Benefits9-12 Months Contract RoleWe are seeking an experienced Head of Customer Service to join a fast-growing luxury Skin & Beauty brand. This is a senior leadership role where you will be responsible for shaping the entire customer experience strategy, leading a passionate team, and ensuring that every interaction reflects the quality and elegance of our brand.The RoleAs Head of Customer Service, you will oversee all customer touchpoints across ecommerce, retail, and post-purchase care. You will be responsible for setting and delivering a customer-first strategy, managing systems and processes, and driving continuous improvement to create seamless, best-in-class experiences.Key ResponsibilitiesLead, coach, and grow the customer service team.Define and implement a customer-first strategy across all channels.Oversee daily operations, ensuring exceptional service standards and SLAs.Analyse customer data and feedback to optimise systems, tools, and processes.Collaborate closely with Marketing, Retail, Ecommerce, and Operations teams.Champion the voice of the customer to build loyalty and long-term relationships.About YouProven leadership experience in Customer Service or Customer Experience, ideally within luxury fashion, beauty, or premium retail.Strong strategic and commercial mindset with the ability to innovate and deliver results.Excellent communication and interpersonal skills.Passionate about delivering world-class customer experiences.This is an exciting opportunity to shape the future of customer service for a luxury Skin & Beauty brand at a pivotal time of growth.To apply, please submit your CV via LinkedIn or contact the Fella & Jones team directly at contact@fellaandjones.com.