Customer Relationship Management Manager

Luca Faloni ltd; City of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A luxury retail brand in London seeks a Customer Relationship Management Manager to lead customer service operations. The ideal candidate will have proven experience in customer service management, particularly in luxury retail, and strong leadership skills. You will develop service strategies, monitor performance metrics, and train your team. Join us for opportunities in a creative environment with a generous benefit package.

Benefits

Generous employee discount

Work-from-anywhere allowance

Professional growth opportunities

Collaborative work environment

Qualifications

• Proven experience in customer service management, ideally within luxury retail or e-commerce.
• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead and inspire the customer service team to deliver best-in-class support.
• Develop service strategies that elevate customer journey and loyalty.
• Monitor performance metrics to improve response times and satisfaction.

Skills

Customer service management

Leadership skills

Communication skills

Problem-solving skills

Data analysis

Job description

Customer Relationship Management Manager

Working arrangement: 80% office / 20% remote (WFH on Fridays)

At LUCA FALONI, we create timeless Italian menswear crafted with the finest materials and traditional artisanship. We bring uncompromising quality, effortless style, and exceptional service to clients worldwide.

We are looking for a CRM Manager to join our London-based team and lead our customer service operations globally. If you are passionate about delivering outstanding client experiences, building strong teams, and driving service excellence in a luxury retail environment, this could be your next big step.

What you will do:

• Lead and inspire the customer service team to deliver best-in-class support across all channels (email, chat, phone, social).
• Develop and implement service strategies that elevate the customer journey and build long‑term loyalty.
• Monitor key performance metrics and continuously improve response times, quality, and satisfaction.
• Collaborate closely with e‑commerce, retail, logistics, and marketing teams to ensure a seamless omnichannel experience.
• Lead customer interactions with empathy and efficiency, transforming challenges into opportunities to build lasting client loyalty.
• Train, mentor, and grow your team to achieve their highest potential.

What we are looking for:

• Proven experience in customer service management, ideally within luxury retail, fashion, or e‑commerce.
• Strong leadership and people management skills.
• Excellent communication and problem‑solving abilities.
• Data‑driven mindset with the ability to analyse performance and implement improvements.
• Passion for delivering exceptional client experiences and representing a premium brand.

Why join LUCA FALONI?

• Be part of a growing international brand with Italian heritage and global reach.
• Work in a collaborative, ambitious, and creative environment.
• Opportunities for professional growth and career development.
• Benefit package including generous employee discount, work‑from‑anywhere allowance and much more…

If you’re ready to take the next step in luxury retail and play a key role in shaping an exceptional client experience, we’d love to hear from you.

We are an equal opportunities employer. We are committed to equality of opportunity and to following practices which are free from discrimination.

We would appreciate if you can inform us confidentially if you may require any special accommodation or clarification concerning our recruitment process.

We deal with recruitment directly; if you are a recruitment agent please do not contact us, we do not require recruitment services and we apply no exception to this rule.

Due to the high volume of applications received, only candidates selected for an interview will be contacted. We appreciate your understanding and thank all applicants for their interest in joining the LUCA FALONI team.