Customer Service Operations Manager - Luxury brand

Mode is proud to be partnering with a highly regarded luxury brand seeking an experienced Client Services Operations Manager to join their leadership team in Leicester. This is an exciting opportunity to lead a critical function within a growing business known for exceptional quality, craftsmanship, and service excellence.

This business has built a strong reputation within the premium market and continues to experience impressive growth. The role offers the opportunity to drive operational transformation, lead high-performing teams, and play a key role in shaping future scalability.

This is a full-time position based in Leicester and reports directly to the UK & Export Sales Director.

The Role

• Lead and develop multi-site Client Services teams, driving performance, engagement, and service excellence.
• Oversee the end-to-end client journey, ensuring a seamless experience from initial enquiry through to delivery and aftercare.
• Build and implement scalable operational processes to support continued business growth.
• Drive operational excellence through continuous improvement initiatives, identifying opportunities to improve workflows and efficiency.
• Lead the Client Services function through systems implementation and business transformation projects, including ERP integration.
• Use data and operational insights to monitor performance, improve service standards, and drive informed decision-making.
• Own KPI reporting, service metrics, and operational performance analysis.
• Partner closely with cross-functional teams including Sales, Product, Logistics, Finance, and Operations to ensure smooth business delivery.
• Act as a key link between commercial and operational teams, supporting strategic planning and business growth.
• Ensure the function remains structured, efficient, and capable of supporting increasing demand across multiple markets.

Requirements

• Minimum 5 years’ experience leading client services, customer service, sales operations, or operational support teams within a complex business environment.
• Proven experience managing and developing multi-site teams.
• Strong background in operational improvement, transformation, and change management.
• Experience working within premium, luxury, hospitality, or similarly service-led sectors is highly desirable.
• Strong stakeholder management skills with the ability to influence at all levels.
• Confident using data, reporting, and analytics to drive operational performance.
• ERP implementation experience highly desirable.
• Advanced Microsoft Office skills, particularly Excel.
• Experience with CRM or ticketing systems advantageous.
• Strong leadership capability with a track record of building high-performing teams.

To apply, please send your CV to [email protected] or click the apply button.

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