Customer Experience Manager - Global Fashion Brand

Overview

Mode Search is supporting a world-renowned luxury maison in the appointment of a Customer Experience Manager.

The brand is celebrated globally for its heritage craftsmanship, refined elegance, and deep connection to art, culture, and exceptional service. This is a rare opportunity to join a house where client relationships, discretion, and meaningful experiences sit at the very heart of the business.

The role is based full time in a flagship London store located in Cadogan Place. This is a fully store-based position, reporting into both the Store Director and the regional Customer Experience leadership team. The Customer Experience Manager will lead a small team of Hosts and must be flexible to work weekends when required for stock takes, special events, or holiday cover.

• Act as the primary custodian of the client experience, with a focus on personalised hosting and relationship building rather than transactional selling
• Own every touchpoint around the client journey, ensuring exceptional service before, during, and after each visit
• Gather and utilise detailed client preferences to elevate experiences, including travel arrangements, personal interests, lifestyle needs, and event attendance
• Lead, manage, and develop a team of Hosts, setting clear standards for service and cultural alignment
• Coordinate and oversee temporary Host support when required
• Work closely with internal teams to ensure seamless execution of in-store and external events across categories such as ready-to-wear and leather goods
• Maintain accurate and meaningful client records, with approximately 20% of the role focused on data input and CRM hygiene
• Remain highly visible on the shop floor, engaging directly with clients and building long-term relationships

• A highly client-centric professional with a natural ability to connect, host, and anticipate client needs
• A strong people manager with experience leading and motivating small teams
• A refined individual with a genuine interest in art, culture, and luxury craftsmanship
• Backgrounds from department management or client-facing leadership roles are welcomed, particularly those seeking a more experience-led direction
• Comfortable balancing human interaction with light administrative and CRM responsibilities
• Not suited to candidates from purely back-of-house or numbers-driven CRM roles
• A true people person who thrives in a customer-facing, service-led environment

To apply, please send your CV to  or click the apply button.

Please note:

due to high volumes of interest, only shortlisted candidates will be contacted.