Interim Customer Care Leader – Fashion

About the role

This interim position leads the Customer Care function for a luxury fashion retailer in London. You will ensure a seamless, high‑quality experience for all customers, with a focus on VIP and high‑value shoppers.

Key responsibilities

• Oversee day‑to‑day operations across email, chat, phone and social channels, meeting SLAs and KPIs.
• Act as escalation point for complex enquiries and complaints, resolving them professionally.
• Develop and refine customer journeys, processes and knowledge resources.
• Collaborate with Buying, Merchandising, Marketing, Logistics, Technology, Finance and Warehouse teams to address operational issues.
• Analyse performance data, produce reports and recommend improvements to drive CSAT, NPS and retention.

Required profile

• Proven experience managing a Customer Care or Customer Experience team in retail or luxury fashion.
• Strong ability to lead, motivate and develop a high‑performing team.
• Excellent communication and stakeholder‑management skills.
• Data‑driven mindset with experience using metrics to improve service.

Required skills

What we offer

• Competitive hourly rate (£29‑£32 per hour).
• Opportunity to lead a high‑visibility function within a renowned fashion brand.
• Dynamic, collaborative environment in central London.