Head of Customer Service (Luxury Retail)

About the role

The Head of Customer Service will lead a high‑performing team delivering 5‑star luxury service across phone, online and mail channels. Based onsite in Ballinluig, you will shape the future of service by integrating AI and technology while preserving a personal touch.

Key responsibilities

• Lead and develop a Customer Service and Mail Order team of approximately 40 staff.
• Oversee the outsourced first‑response team and coordinate with the logistics provider.
• Ensure seamless, first‑class service for a global customer base, particularly in the US.
• Collaborate with ecommerce, warehouse and stock management functions to maintain service standards.
• Drive continuous improvement by exploring AI developments and tech solutions.

Required profile

• Proven experience leading large teams in luxury or high‑end customer service environments.
• Strong curiosity about AI and emerging technologies.
• Demonstrated ability to deliver premium service both physically and digitally.
• Excellent communication and organisational capabilities.
• Track record of managing cross‑functional initiatives across CS, mail order, ecommerce and logistics.

Required skills