Teams at Aspinal of London Limited

Lead the Customer Services function, setting strategy, standards, KPIs and capacity plans while improving the end-to-end customer journey. Manage and develop managers and teams, use customer insight and service data to drive process improvements, enhance complaint recovery and retention, and partner cross-functionally on systems, automation and operational issues. The role also oversees multichannel service delivery across telephone, email, chat, WhatsApp, social media and review platforms within a luxury retail environment.

Coordinates the annual marketing calendar, collection launches, campaigns, retail initiatives, influencer and VIP activity, and brand events. Manages internal and external stakeholders, marketing toolkits, budgets, supplier relationships, and post-campaign reporting. Prepares performance insights for leadership, monitors luxury market and competitor trends, and supports the evolution of the brand’s marketing strategy. The role is hybrid, requiring attendance at the Royal Exchange office at least three days per week, with occasional out-of-hours event work.

Develop seasonal leather goods collections from initial concepts through prototypes, sample approvals, testing, pricing, and production handover. Maintain tech packs, CADs, bills of materials, range boards, sample trackers, and product development documentation. Coordinate closely with design, merchandising, production, marketing, suppliers, manufacturers, logistics, and raw materials teams. Track costs, resolve technical issues, manage critical path deadlines, coordinate testing and wear trials, and ensure products meet quality, margin, and delivery requirements.