Interim Customer Care Leader – Luxury Fashion

About the role

We are seeking an Interim Customer Care Leader to oversee the day‑to‑day operations of the Customer Care function for a luxury fashion retailer in London. You will ensure a seamless, high‑quality experience for all customers, act as the escalation point for complex enquiries, and uphold the brand’s service standards.

Key responsibilities

• Lead the daily operation of the Customer Care team across email, chat, phone and social channels.
• Serve as the escalation point for complex customer enquiries and complaints, resolving them professionally.
• Ensure all interactions align with The Outnet’s brand values and service standards.
• Continuously review and improve customer journeys and develop processes that balance satisfaction with commercial goals.
• Build and maintain exceptional relationships with VIP and high‑value customers, delivering a concierge‑style service.
• Partner with Buying, Merchandising and Marketing teams to support VIP initiatives and events.
• Monitor service performance, enforce SLAs and KPIs, and identify automation opportunities.
• Create and maintain customer service policies, knowledge resources and operational documentation.
• Collaborate with Logistics, Technology, Finance and Warehouse teams to resolve operational issues affecting customers.
• Analyse customer data and performance metrics, produce regular reports, and recommend data‑driven improvements.

Required profile

• Proven experience managing a Customer Care or Customer Experience function, preferably in retail or fashion.
• Strong analytical mindset with the ability to interpret data and drive process improvements.
• Excellent communication and stakeholder management skills, especially with VIP customers.
• Ability to work under pressure and handle sensitive or high‑profile cases with discretion.

Required skills