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 transformation.
- Qualifications: 8+ years in luxury customer experience and strong 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.
- 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.
- 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 in London employer: Aesop
Aesop is an exceptional employer that prioritises a flexible and inclusive work culture, offering a hybrid working pattern that supports 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 focus on employee growth and community engagement, Aesop fosters an environment where talent can thrive and contribute to delivering a luxury customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Global Head of Customer Care in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their values, culture, and recent news. We want you to walk in feeling confident and ready to show how your experience aligns with their goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We suggest focusing on common questions related to customer experience and leadership, so you can articulate your thoughts clearly and impress the interviewers.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in showing your enthusiasm for the role. We believe this small gesture can keep you top of mind for the hiring team.
We think you need these skills to ace Global Head of Customer Care in London
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 Relations role. Highlight your luxury customer experience leadership and any relevant cross-functional projects you've led.
Showcase Your Achievements:Don’t just list your responsibilities; share your successes! Use metrics and examples to demonstrate how you’ve driven customer experience transformation or improved service excellence in previous roles.
Be Authentic:Let your personality shine through in your application. We value an open mindset and curiosity, so don’t hesitate to share your unique perspective on customer care and community engagement.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
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 initiatives through teamwork will demonstrate your fit for the role.
✨Emphasise Your Strategic Thinking
Prepare to share instances where you've translated a vision into actionable strategies. Discuss how you’ve implemented frameworks that improved customer care or clienteling, showcasing your problem-solving skills and analytical approach.
✨Demonstrate Your Passion for Customer Experience
Express your enthusiasm for creating exceptional customer experiences. Share insights on best practices in luxury retail and how you’ve used customer insights to enhance engagement, showing that you’re not just experienced but genuinely passionate about the field.
