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 Role

• Lead, 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.

Requirements

• Proven 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 or click the Apply button.

Please note: Due to the high volume of applications, only shortlisted candidates will be contacted.