Alexander McQueen Customer Operations Manager

London • UK

Monday, June 2, 2025

McQueen, a prestigious British luxury fashion house, was founded by Lee Alexander McQueen in 1992. As part of the Kering Group since 2001, McQueen is renowned for its distinctive expression of individuality and subversive strength. Under the creative direction of Seán McGirr, the brand continues to uphold its reputation for uncompromising quality and creative vision, with its design studio and atelier based in London.

1. Oversee the transition of the customer service team from Switzerland to London, managing recruitment, training, and knowledge transfer to ensure business continuity.
2. Ensure accurate and timely order processing, allocation, and fulfillment from sales campaigns to final delivery.
3. Manage the ongoing replenishment of McQueen stores, ensuring seamless delivery to regional warehouses or stores.
4. Align and execute order release strategies based on client type, product category, and business priorities.
5. Foster a high-performance team culture, providing coaching, training, and professional development.
6. Oversee customer service operations, ensuring timely and effective client communication.
7. Act as a strategic partner to Retail, Wholesale, Supply Chain, Merchandising, and Finance to ensure smooth operations.
8. Track customer service KPIs, produce shipping forecasts, and provide insights to internal stakeholders.
9. Lead efficiency initiatives and support the rollout of SAP and other order management tools.

1. Proven experience in building and managing high-performing customer service teams.
2. Minimum 8 years of experience in customer service or operations, ideally within the fashion or luxury industry.
3. Experience in change management, training, and team transitions.
4. Fluency in English and Italian, with additional proficiency in French or German being advantageous.

1. Leadership and team development
2. Customer service and operations expertise
3. Strategic and problem-solving mindset
4. Cross-functional collaboration
5. Project and change management
6. Technical proficiency in Microsoft Excel, SAP, and AS400
7. Multilingual communication
8. Adaptability and resilience

Minimum of 8 years in customer service or operations, preferably within the fashion or luxury sector, with a strong understanding of order management and fulfillment processes.

Kering is committed to fostering a diverse workforce, offering an inclusive environment that values diversity in all its forms, including gender, age, nationality, culture, religious beliefs, and sexual orientation.

McQueen, as part of the Kering Group, champions a culture of empowerment, teamwork, respect, and kindness. The company values diversity and inclusivity, providing a supportive environment where employees can thrive and express their talents.