Global Customer Knowledge & Content Executive

Global Customer Knowledge & Content Executive | 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.

Role purpose

The Global Customer Knowledge & Content Executive is responsible for defining, coordinating, and delivering Aesop\’s customer service knowledge and content strategy across global platforms and regions. This role ensures the governance, accuracy, and activation of high-quality resources for all customer-facing service channels. It plays a pivotal role in transitioning from centralised to decentralised ownership, partnering with global and regional stakeholders to maintain consistency, enable frontline teams, and uphold Aesop\’s distinctive service approach.

Role responsibilities include, but are not limited to –

Define & govern

• Create and oversee a global knowledge and content strategy, setting standards, governance, and priorities for all service resources.
• Lead the migration of Zendesk-hosted knowledge and content to Salesforce Service Cloud and local NGL sites, ensuring accuracy, completeness, and alignment with brand standards.
• Establish and maintain global frameworks for knowledge base structure, FAQs and AI-ready response libraries.
• Set governance processes for content approval, localisation, updates, and retirement to minimise duplication and outdated materials.

Activate & maintain

• Oversee the global Zendesk knowledge base during the transition period, ensuring accuracy, consistency, and ease of access.
• Manage a global knowledge and content calendar, providing a single view of upcoming updates, launches, and initiatives requiring service content changes.
• Monitor performance through defined KPIs such as consultant adoption, accuracy rates, and self-service resolution rates, and implement improvement actions.
• Work with the Global Customer Training & Capability team to ensure training materials are aligned with and directly link to current knowledge and content resources.

Partner & enable

• Collaborate with Zone and market teams to localise knowledge and content to meet both global standards and local needs.
• Work with Digital, Social Media, Retail Training, and Customer Service teams to maintain consistent tone and messaging across all service channels.
• Partner with the Community & Engagement Manager to ensure Sprinklr responses, macros, and engagement frameworks remain accurate and on-brand.
• Lead and contribute to global governance forums to track adoption and share best practices.

This is a full time position operating with a hybrid working pattern. What we are looking for

• Proven experience in global content strategy, preferably within customer experience, digital, or customer care environments.
• Demonstrated ability to manage content ecosystems across multiple platforms (e.g. Salesforce, Sprinklr, Zendesk).
• Strong working knowledge of knowledge base systems, help centres, and self-service content design.
• Excellent project and stakeholder management skills, with experience aligning cross-functional teams in matrixed environments.
• Strategic mindset with high attention to detail, executional rigour, and a deep understanding of tone of voice and content governance.
• Experience supporting large-scale content transitions and transformations (e.g. migration to new platforms or decentralised models).
• Strong written and verbal communication skills, with the ability to simplify complexity and advocate for customer needs.
• 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.

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