At a Glance
- Tasks: Lead Aesop’s global customer care strategy for a seamless luxury experience.
- Company: Join Aesop, a leader in luxury skincare with a focus on community and innovation.
- Benefits: Enjoy flexible working, generous discounts, and opportunities for personal growth.
- Other info: Collaborative environment with a commitment to inclusivity and personal development.
- Why this job: Make a real impact in luxury customer experience and drive global transformation.
- Qualifications: 8+ years in luxury customer experience and strong cross-functional leadership skills.
The predicted salary is between 80000 - 100000 £ per year.
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. This is a full‑time position with a hybrid working pattern.
Responsibilities
- 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 interpersonal skills required to effectively manage their areas.
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 and rapidly building trust within and outside the team.
- Customer experience: deep understanding of best‑in‑class experiences for customers and the drivers behind them.
What’s On Offer
- 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.
- 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.
Global Head of Customer Care employer: Aesop
Aesop is an exceptional employer that prioritises a flexible and inclusive work culture, offering a hybrid working pattern that promotes work-life balance. Employees benefit from generous product discounts, a paid volunteering allowance, and access to continuous learning opportunities, including LinkedIn Learning and in-house training. With a strong commitment to employee growth and a focus on delivering a luxury customer experience, Aesop fosters an environment where talent can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Customer Care
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer care strategy and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills and experiences make you the perfect fit for the Global Head of Customer Care role. Keep it concise and focus on how you can drive their customer experience strategy forward.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Global Head of Customer Care
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the specific skills and experiences that align with the Global Head of Customer Care role. Highlight your luxury customer experience leadership and cross-functional influence to show us you’re the perfect fit!
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your impact! Use quantifiable results to demonstrate how you've driven customer experience transformation in previous roles. Numbers speak volumes, so let them do the talking!
Be Authentic:We value an open mindset and diverse perspectives, so let your personality shine through in your application. Share your passion for customer care and how you foster inclusive environments. We’re looking for someone who can connect with our team and customers alike!
Apply Through Our Website:To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your enthusiasm for the role and keep track of your application. We can’t wait to hear from you!
How to prepare for a job interview at Aesop
✨Know the Brand Inside Out
Before your interview, dive deep into Aesop’s brand values, products, and customer experience philosophy. Understanding their luxury positioning and how they engage with customers will help you articulate how your vision aligns with theirs.
✨Showcase Your Cross-Functional Experience
Be ready to discuss specific examples of how you've successfully collaborated across different teams like Retail, CRM, and Marketing. Highlighting your ability to drive customer experience transformation through teamwork will resonate well with the interviewers.
✨Demonstrate Your Strategic Thinking
Prepare to share your approach to developing and implementing customer care frameworks. Use real-life scenarios to illustrate how you've translated a vision into actionable strategies that have driven measurable results in previous roles.
✨Emphasise Your Problem-Solving Skills
Think of a few challenges you've faced in customer experience roles and how you tackled them. Being able to discuss your analytical approach and the data-driven decisions you've made will show your capability to impact outcomes positively.
