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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.

Lead PR and marketing for a luxury lifestyle brand on a 12-month maternity cover. Develop and execute integrated PR, paid media, influencer, social, events, partnerships and retail activation strategies. Manage a team and external agencies, oversee budget and brand stewardship, act as spokesperson, host press previews, handle crisis communications, and support international activations with occasional travel.

Provide administrative support to the Head of Product Development and PD team: manage sample and raw material shipments, shipping documents, invoice administration, NAV data entry, maintain sample and raw material archives, organise showroom and sample library, and support showroom setups and logistics tracking.

Lead the design of leather goods and accessories, overseeing seasonal collections, collaborating with teams, managing prototypes, and ensuring high-quality product development.