Interim Customer Success Leader – Fashion Industry

About the role

We are seeking an interim Customer Success Leader to drive an exceptional, luxury‑grade experience for a leading fashion retailer in London. Reporting to senior management, you will oversee the Customer Care function, ensuring seamless support across all channels while maintaining the brand’s high‑service standards.

Key responsibilities

• Lead day‑to‑day operations of the customer service team across email, chat, phone and social platforms, meeting agreed SLAs and KPIs.
• Act as escalation point for complex enquiries and complaints, resolving issues efficiently and professionally.
• Develop and refine customer journeys, introducing process improvements and automation where possible.
• Manage VIP and high‑value client relationships, delivering a concierge‑style service and supporting loyalty initiatives.
• Collaborate with Buying, Merchandising, Marketing, Logistics, Technology and Finance teams to address operational issues affecting customers.
• Analyse performance data, produce regular reports on CSAT, NPS, first‑contact resolution and other key metrics, and recommend data‑driven actions.

Required profile

• Proven experience managing a customer care or customer experience function in the retail or fashion sector.
• Strong track record of handling high‑profile or VIP customers with discretion.
• Ability to lead and motivate a multi‑channel service team in a fast‑paced environment.
• Excellent analytical mindset with experience turning data into actionable improvements.

Required skills