Global Head of Luxury Customer Experience in London

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Since 2023, Aesop has been part of the L'Oréal Groupe, the world’s number one beauty company. Founded in 1909 by Eugene Schueller, it is home to 37 global brands including Kiehl’s, Lancôme, SkinCeuticals, Nyx, YSL and L'Oréal Paris; and presents wide-ranging opportunities for long-term career growth.

Role purpose: The Global Head of Customer Relations is responsible for defining and leading Aesop’s global customer care strategy to deliver a seamless, high-touch omnichannel experience. This role ensures customer care frameworks, service excellence and community management align with Aesop’s luxury positioning, working cross-functionally with Retail, CRM, Digital, Marketing and Communications.

Role responsibilities include, but are not limited to:

• Develop and drive Aesop’s global customer experience and clienteling strategy to ensure a brand-aligned, consistent and revenue-driving customer experience across all touchpoints.
• Define and implement customer care and clienteling frameworks to elevate service excellence.
• Drive Aesop’s adoption of AI technology and tools in customer care service delivery.
• Partner with CRM and Retail to leverage loyalty and voice of customer insights for personalised engagement.
• Drive community engagement by establishing strategy and guidelines for community management.
• Orchestrate cross-functional initiatives across Retail, CRM, Digital, Marketing & Communications to embed customer experience best practices.
• Own global customer experience KPIs & performance tracking, ensuring measurable business impact.
• Lead the development of service training & enablement frameworks, ensuring knowledge consistency across markets.
• Partner closely with Zone teams to ensure executional excellence, adjusting strategies to regional needs.
• Establish and position Aesop in the L’Oreal Luxe division to drive omnichannel initiatives.
• Upskill, grow and develop Aesop’s talent – leading and coaching an expanding team on best practices, processes, and ways of working and interpersonal skills required to effectively manage their areas.

This is a full-time position operating with a hybrid working pattern.

What we are looking for:

• Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives.
• Commitment to fostering an inclusive and psychologically safe work environment.
• Luxury Customer Experience Leadership: 8+ years in customer experience, clienteling or luxury retail customer experience leadership.
• Cross-functional influence: Proven ability to drive and scale global customer experience transformation.
• Customer Insights & Digital experience: Strong understanding of omnichannel service models.
• Strategic thinking & execution: Ability to translate vision into actionable global frameworks.
• Problem-solving and analytical skills: Ability to quickly understand a new problem, identify key drivers behind specific outcomes, and develop a data-driven approach to impact outcomes.
• Interpersonal skills: Proven experience in building collaborative stakeholder relationships quickly builds trust and personal relationships within and outside the team, ensures others have input into and visibility of work and seeks alignment while guiding others on strategic direction.
• Customer experience: Has a strong understanding of best-in-class experiences for customers and the drivers behind them.

What’s on offer: We take a holistic approach to employment, promoting professional development, career growth, employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering and matched giving programs. Employee benefits include:

• Flexible, hybrid working pattern.
• Generous product discount allowance and bi-annual complimentary product allocation.
• Paid volunteering allowance for all employees.
• Bonus opportunity based on personal, and business, performance.
• Suite of options to aid development, including complimentary access to LinkedIn Learning, in-house Product and Core skills training and study support opportunities.
• Access to employee assistance programmes, complimentary subscription to Headspace mindfulness app and summer hours options.

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey.