Client Services Manager – Luxury Furniture & Lighting

Mode Search is proud to be partnering with a prestigious British luxury design and manufacturing business to recruit a Client Services Manager. Renowned for its exceptional craftsmanship and commitment to British manufacturing, the company creates beautifully designed furniture, lighting and interior products for a discerning international client base.This is an exciting opportunity to join a highly respected brand and take ownership of a key leadership position within the Client Services function. Reporting to the Client Services & Operations Manager, you will lead a dedicated team, ensuring the seamless delivery of exceptional client service while driving operational excellence across quoting, order management, aftercare and client support.If you are a people-focused leader with a passion for delivering outstanding customer experiences, improving operational processes and developing high-performing teams, this is an excellent opportunity to join a growing luxury business where you can make a genuine impact.This role is 5 days based in the office, allowing close collaboration with other departments. The RoleLead, coach and develop the Furniture & Lighting Client Services team, fostering a collaborative and high-performing culture.Oversee the day-to-day management of the client support platform, ensuring workloads are prioritised effectively and service levels are consistently achieved.Manage the end-to-end client journey, overseeing quotations, order processing, aftercare requests and operational enquiries.Act as the key link between Client Development, Manufacturing, Product, Logistics and Finance teams to ensure seamless communication and service delivery.Support the resolution of complex client enquiries and escalated issues, ensuring timely and professional outcomes.Monitor team performance through KPIs and operational reporting, identifying opportunities to improve efficiency and service standards.Balance team workloads and resources, proactively identifying operational risks, bottlenecks and opportunities for continuous improvement.Create and maintain process documentation, training materials and operational best practice guides.Support recruitment, onboarding and the ongoing development of team members.Contribute to strategic projects and continuous improvement initiatives that support the future growth of the Client Services function.RequirementsProven leadership experience within a client services, customer service or operations environment.Experience managing and developing high-performing teams through coaching, mentoring and performance management.Strong organisational and workload management skills, with the ability to manage multiple priorities in a fast-paced environment.Excellent communication and stakeholder management skills, with the confidence to collaborate across multiple departments.A track record of driving process improvements and operational efficiencies.Strong analytical skills with proficiency in Microsoft Office, particularly Excel.Experience using Zendesk or a similar customer support platform is highly desirable.Familiarity with ERP systems, including SAP Business One, would be advantageous.Experience within luxury interiors, furniture, design, hospitality or another premium product environment is preferred.Additional language skills would be an advantage.If you're looking to join a market-leading British luxury brand and lead a team committed to delivering an exceptional client experience, we'd love to hear from you.Please send your CV to info@modesearch.co.uk or click the Apply button.Please note: Due to the high volume of applications, only shortlisted candidates will be contacted.