Global Customer Enablement Lead - Omnichannel Luxury Retail

Aesop; Greater London; Híbrido; GBP 90.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working pattern

Product discount

Volunteering allowance

L’Oréal employee benefits

Descripción de la vacante

Aesop in London is seeking an Global Customer Service Enablement Manager on a fixed-term contract until 31 December 2027. You will translate service vision into scalable training, enablement and change initiatives across global Care teams to ensure consistent high-touch service.

Reporting to the Global Head of Omnichannel Customer Relations, you will partner with CRM, Retail and Operations, design programs, drive adoption of systems, and measure impact on CSAT, loyalty and revenue.

Formación

• 8+ years in Care, Service, or Operations within luxury, retail, or consumer sectors.
• Demonstrated ability to lead adoption of new systems and embed new ways of working across diverse teams.
• Ability to partner across CRM, Retail, Digital, and Operations to align Care with global priorities.
• Strong experience in building training, coaching, and capability programmes at scale.
• Analytical, data-driven thinker with ability to design interventions.
• Knowledge of QA practices and governance to be applied globally.
• Excellent communication and leadership across cultures and zones.

Responsabilidades

• Develop and maintain Care training and capability frameworks, training programmes for managers and consultants, and playbooks for high-touch service.
• Monitor onboarding programmes across zones and update content as required.
• Embed loyalty and clienteling insights with CRM and functional teams.
• Ensure adoption of Care tools and systems (Salesforce, Sprinklr, AWS) and manage change with minimal disruption.
• Collaborate with cross-functional partners to embed Aesop’s service philosophy across omnichannel touchpoints.
• Run benchmarking studies and translate findings into actionable improvements.
• Act as custodian of Care change initiatives with training, communication and governance.
• Support omnichannel strategy through projects like video consultations, clienteling and loyalty.
• Define and evolve Care standards and ensure consistency across markets.
• Oversee a Quality Assurance programme to safeguard service excellence.
• Monitor performance metrics and CSAT, recommending improvements.

Conocimientos

Care/service expertise

Enablement & transformation

Cross-functional influence

Training & capability development

Analytical & strategic thinking

Quality assurance & governance

Communication & leadership

Descripción del empleo

Aesop in London is seeking an Global Customer Service Enablement Manager on a fixed-term contract until 31 December 2027. You will translate service vision into scalable training, enablement and change initiatives across global Care teams to ensure consistent high-touch service.

Reporting to the Global Head of Omnichannel Customer Relations, you will partner with CRM, Retail and Operations, design programs, drive adoption of systems, and measure impact on CSAT, loyalty and revenue.