[ comfort zone ] Customer Care & Demand Planning Specialist (London)

[ comfort zone ] is looking for a Customer Care & Demand Planning Specialist to join the Skin Care team to support the distribution and build the reputation of the brand in the UK & Ireland. The mission is to provide best in class customer care support to our professional B2B (Spas & Salons) and our Distributor, ensuring a positive experience and building lasting, trusted relationships. This role also directly supports the Business Development Managers and Spa Education team, where efficient communication is key.

Within this role reporting and communication with the Country Manager will be an essential part of the overall execution and its importance to the UK business. You will be working in a fast‑paced environment, providing timely, accurate information and assistance to a wide range of customers, maximizing the efficiency of our commercial activities inside the skincare division.

WHAT YOU WILL DO

• Customer Care
  • Respond to enquiries from the NSM, BDMs, and Education Team via telephone and email, ensuring timely and accurate resolution.
  • Provide effective problem-solving support aligned with agreed service levels.
• Internal Collaboration
  • Work closely with internal stakeholders, including Accounts, Marketing, Digital, PR, and Education, to resolve queries and support business needs.
• Logistics & Warehouse Coordination
  • Liaise with the local warehouse partner to investigate and resolve logistical issues promptly.
  • Arrange and oversee courier collections for mis‑delivered or returned orders.
• Complaints & Claims Management
  • Manage, investigate, and report on customer complaints and claims.
  • Issue credits and arrange replacement products where appropriate, ensuring a positive customer outcome.
• B2B – Our Professional Spa and Salon Partners
  • Providing first‑line support for our National Salon & Spa Manager and Business Development Managers, processing daily stock orders placed on behalf of our professional network, using a variety of internal systems.
  • Be the primary point of contact for our NSM, BDMs with a variety of enquiries, from order placement and account management to delivery and payment issues; providing timely and efficient problem solving in line with our agreed SLA’s.
• DISTRIBUTOR
  • Clear efficient communication with the distributor regarding orders, deliveries, payments.
  • Processing their orders and deliveries, support with general queries.
• DEMAND PLANNING
  • New Launches Demand Planning
    • Work with UK department heads on Forecasts for new launches, with responsibility for collating, owning and communicating the overall BU forecast.
    • Monitor the launch in relation to stock management: global volume forecast vs actual.
    • Review post launch quantities after/during the launch.
    • Estimate quantities to be pre‑ordered of the current line.
    • Stock Master/Virtual Warehouse Data Entry.
  • Ongoing Product Demand Planning
    • Local data gathering for forecast consensus variation.
    • Analyse Sales Planning data and add manual input.
    • Elaborate sales planning for Sales material.
  • Inventory Management
    • Upload, review and monitor inventory level and KPI.
    • Process and release the refill orders.
    • Responsibility for the end‑to‑end process of the shipping and logistics of the orders, collaborating with corporate logistics function to facilitate the receipt of the orders to UK warehouse.

  Who You Are

  • Must have the right to work in the UK.
  • Have previous experience in a fast‑paced Customer Care environment, with experience in working to service levels and KPI’s.
  • Strong previous experience in demand planning and stock inventory management.
  • Possess strong interpersonal communication skills to build strong relationships with both stakeholders and customers.
  • Possess a strong working knowledge of Customer Care principles and practices.
  • Possess a methodical work style, with a focus on accuracy and attention to detail.
  • Have a high level of digital/systems skills, numeracy, literacy and analytical skills.
  • Demonstrate a "can do", proactive mindset and be unafraid to work independently and unaided.
  • Be able to effectively multi‑task and manage a range of simultaneous activities in a dynamic environment, working toward strict deadlines and on multiple tasks.
  • Be a great team‑player.
  • Have a good working knowledge of Microsoft Outlook and Excel.
  • Should have 2-3 years of experience.
  • Experience of using Salesforce, Shopify, Zendesk and Sage X3 would be favourable, but is not essential.

  WHY YOU WILL LOVE WORKING WITH US

  At Davines Group, we may not be perfect, but we are dedicated to creating a supportive and inspiring environment where we grow together. We believe in the power of beauty—both in the products we create and in the way we treat the planet and people. Sustainability is at the heart of everything we do, and when you join our team, you’ll become part of a company that makes decisions with the future in mind. We value individuals who are passionate about purposeful innovation and are eager to contribute to a positive impact on the world.

  EQUAL EMPLOYMENT OPPORTUNITY

  At Davines Group, we celebrate diversity and inclusiveness as core values that are integral to our Ethical Chart. We are committed to creating a workplace where everyone feels respected, valued, and empowered to be their authentic selves. Our hiring practices are free from discrimination, and we do not make employment decisions based on race, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, age, parental status, or any other factor unrelated to merit. We believe that a diverse team strengthens our ability to innovate and thrive.