Mode Search is proud to be partnering with a prestigious British luxury design and manufacturing business to recruit a Client Services Manager. Renowned for its exceptional craftsmanship and commitment to British manufacturing, the company creates beautifully designed furniture, lighting and interior products for a discerning international client base.
This is an exciting opportunity to join a highly respected brand and take ownership of a key leadership position within the Client Services function. Reporting to the Client Services & Operations Manager, you will lead a dedicated team, ensuring the seamless delivery of exceptional client service while driving operational excellence across quoting, order management, aftercare and client support.
If you are a people-focused leader with a passion for delivering outstanding customer experiences, improving operational processes and developing high-performing teams, this is an excellent opportunity to join a growing luxury business where you can make a genuine impact.
This role is 5 days based in the office, allowing close collaboration with other departments.
The Role
- Lead, coach and develop the Furniture & Lighting Client Services team, fostering a collaborative and high-performing culture.
- Oversee the day-to-day management of the client support platform, ensuring workloads are prioritised effectively and service levels are consistently achieved.
- Manage the end-to-end client journey, overseeing quotations, order processing, aftercare requests and operational enquiries.
- Act as the key link between Client Development, Manufacturing, Product, Logistics and Finance teams to ensure seamless communication and service delivery.
- Support the resolution of complex client enquiries and escalated issues, ensuring timely and professional outcomes.
- Monitor team performance through KPIs and operational reporting, identifying opportunities to improve efficiency and service standards.
- Balance team workloads and resources, proactively identifying operational risks, bottlenecks and opportunities for continuous improvement.
- Create and maintain process documentation, training materials and operational best practice guides.
- Support recruitment, onboarding and the ongoing development of team members.
- Contribute to strategic projects and continuous improvement initiatives that support the future growth of the Client Services function.
Requirements
- Proven leadership experience within a client services, customer service or operations environment.
- Experience managing and developing high-performing teams through coaching, mentoring and performance management.
- Strong organisational and workload management skills, with the ability to manage multiple priorities in a fast-paced environment.
- Excellent communication and stakeholder management skills, with the confidence to collaborate across multiple departments.
- A track record of driving process improvements and operational efficiencies.
- Strong analytical skills with proficiency in Microsoft Office, particularly Excel.
- Experience using Zendesk or a similar customer support platform is highly desirable.
- Familiarity with ERP systems, including SAP Business One, would be advantageous.
- Experience within luxury interiors, furniture, design, hospitality or another premium product environment is preferred.
- Additional language skills would be an advantage.
If you’re looking to join a market-leading British luxury brand and lead a team committed to delivering an exceptional client experience, we’d love to hear from you.
Please send your CV to info@modesearch.co.uk or click the Apply button.
Please note: Due to the high volume of applications, only shortlisted candidates will be contacted.
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