Head of Customer Services

About the role

We are looking for an experienced and commercially minded Head of Customer Services to lead the next stage of development of our Customer Services function. This is a key leadership role responsible for leading our Customer Services function and driving continuous improvement across the customer experience.

Key responsibilities

• Develop and own the Customer Services strategy and roadmap.
• Define exceptional customer service standards across all channels.
• Lead, inspire and develop the Customer Services team.
• Establish clear objectives, KPIs and performance expectations.
• Build strong relationships across the business to ensure the customer voice influences decision‑making.
• Lead and continuously improve the end‑to‑end customer journey.
• Define and develop Customer Services KPIs, SLAs and reporting frameworks.
• Review and improve Customer Services processes to support scalability and efficiency.
• Take direct responsibility for developing the Customer Services Manager’s strategic and leadership capability.
• Own the overall Customer Services capacity strategy.

Required profile

• Significant experience leading Customer Services or Customer Experience functions.
• Experience managing and developing managers and team leaders.
• Proven experience improving customer journeys, processes and service standards.
• Strong understanding of Customer Service KPIs, SLAs, sales targets and performance management.
• Experience managing multi‑channel customer service operations.
• Strong commercial mindset with experience driving sales performance through Customer Services.
• Strong analytical and problem‑solving skills.
• Excellent communication, relationship‑building and stakeholder management skills.
• Genuine passion for developing people and creating future leaders.
• Track record of taking ownership and driving improvements.
• Understanding that excellent customer service means preventing problems from recurring.
• Experience within luxury retail, premium brands, fashion, e‑commerce or similar would be advantageous.