Luca Faloni

About the Company

Luca Faloni is a vertically integrated menswear brand established online in 2014. We deliver superior craftsmanship and create a true 'Made in Italy' proposition available directly to our clients worldwide. Our promise is to source the finest materials from the most prestigious Italian producers and disregard seasonal collections in favour of product longevity. For each design, we partner with the most skilled Italian artisans, who have been honouring their craft for generations. Discover more at www.lucafaloni.com

Listed Jobs

Company Name

Luca Faloni

Job Title

Customer Relationship Management Manager

Job Description

**Job Title** Customer Relationship Management Manager **Role Summary** Lead and elevate the global customer service operations of a luxury menswear brand, ensuring a seamless omnichannel experience and driving long-term client loyalty through strategy, performance monitoring, and team development. **Expectations** - Deliver best‑in‑class support across all channels (email, chat, phone, social). - Develop, implement, and continuously refine service strategies to enhance the customer journey. - Use data analytics to track KPIs, improve response times, quality, and satisfaction scores. - Collaborate with e‑commerce, retail, logistics, and marketing to maintain a consistent omnichannel experience. **Key Responsibilities** 1. Lead and inspire a global customer service team, fostering a culture of excellence and continuous improvement. 2. Oversee day‑to‑day operations across all contact channels, ensuring rapid, empathetic, and effective customer interactions. 3. Analyze performance metrics and customer feedback to identify improvement opportunities and implement corrective actions. 4. Collaborate closely with cross‑functional partners (e‑commerce, retail, logistics, marketing) to align service standards and support unified brand messaging. 5. Design and deliver training programs, coaching sessions, and performance reviews to develop team capabilities and career progression. 6. Serve as a key escalation point for high‑impact customer issues, transforming challenges into loyalty drivers. **Required Skills** - Proven customer service management experience, ideally in luxury retail, fashion, or e‑commerce. - Strong leadership and people‑management abilities, with a track record of building high‑performing teams. - Excellent communication, problem‑solving, and stakeholder‑management skills. - Data‑driven mindset: ability to analyze service metrics and translate insights into actionable improvements. - Deep understanding of omnichannel customer experience principles and the luxury customer journey. - Ability to work collaboratively across cross‑functional teams and influence strategy. **Required Education & Certifications** - Bachelor’s degree in Business, Marketing, Hospitality, or related field (or equivalent work experience). - Certifications in Customer Experience (CXM), Service Operations, or related discipline preferred but not mandatory.

London, United kingdom

Hybrid

25-11-2025