Customer Services Director – 5-Star Service Lead (Maternity Cover)

Groupe Clarins; Harlow; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Flexible work (up to 2 days remote)

25 days annual leave

Staff discount

Employee Assistance Programme

We Care Day

Job summary

Clarins Group, based at the Harlow Head Office, seeks a Head of Customer Services (Maternity Cover) to lead the UK CS function in a hybrid setup. You will drive 5 Star service for Consumers and Trade Customers, oversee training, budgets and performance, and collaborate with senior leaders across logistics, credit control and events.

You will shape service levels, monitor KPIs (including NPS), and address complex complaints with a data-driven approach while ensuring GDPR and safety compliance.

Qualifications

• Degree in Operations, Business Management or related field.
• 5+ years’ customer service management experience in premium beauty or retail.
• Proven track record leading high-performing Customer Service teams.
• GDPR knowledge and data protection practices in customer operations.
• Ability to analyze complex data to drive decisions and actions.

Responsibilities

• Lead and develop the UK Customer Service team to deliver 5 Star service.
• Define and monitor Service Levels and KPIs using NPS and data.
• Review high-level Consumer/Customer complaints with senior leadership.
• Manage team resources and budgets to ensure cost-effective operations.
• Oversee contact management and implement actions to improve service delivery.
• Own GDPR compliance and safety responsibilities across the department.

Skills

Interpersonal skills

Influencing skills

Organizational skills

Effective communication

Change management

IT/AI awareness

Education

Degree in Operations/Business Management or related field

Job description

Clarins Group, based at the Harlow Head Office, seeks a Head of Customer Services (Maternity Cover) to lead the UK CS function in a hybrid setup. You will drive 5 Star service for Consumers and Trade Customers, oversee training, budgets and performance, and collaborate with senior leaders across logistics, credit control and events.

You will shape service levels, monitor KPIs (including NPS), and address complex complaints with a data-driven approach while ensuring GDPR and safety compliance.