Global interiors marketplace LuxDeco has hired a new chief customer officer, Mike Massimi, who boasts over 15 years of experience leading customer-centric organisations focused on operations and customer satisfaction, including Trainline and Photobox.
The new hire is the latest in the expansion of LuxDeco's leadership team, which saw the appointment of Jon Sharpe as chief creative officer and Jonathon Warren as commercial director. The result is the formulation of a world-class team with extensive experience in marketing, ecommerce and technology from companies including Appear Here, Checkout.com, M&CSaatchi, Finery London, Worldstores and Dunelm.
2020/21 proved all-time record years for LuxDeco, with a +119% increase in total sales YoY across both its consumer division and LuxDeco Pro, the company’s trade sales division.
Joining the executive team this quarter, Mike's aim is to ensure a spotless, white-glove experience, end-to-end, for LuxDeco's customers and its 250-plus partners and brands. Having worked for a number of scale-up companies pre- and post-IPOs (including Trainline and Photobox Moonpig), Mike will use his experience to create a robust, scalable foundation while strengthening LuxDeco's business continuity plan in an ever-changing retail landscape.
"I am delighted to join LuxDeco's executive team as chief customer officer, leading the customer service and experience team as well as the operational excellence for the UK's leading interior design marketplace.
"LuxDeco has a tremendous potential to strengthen its International reach, offering curated designer products from international names to small artisans. My aim is to improve process excellence, to offer an optichannel experience to our customers and streamline our leadtime.
"Moving forward we will be working with clear, actionable data insight to make informed decisions on how to improve our feedback loop mechanism, placing our customer at the centre of everything we do.
"I will be working closely with the customer team at LuxDeco to share best practices and to ensure that LuxDeco remains synonymous with high-end, premium furniture and interior design for our B2C and B2B clients."