Global Customer Enablement Manager - Fixed Term Contract Until 31/12/2027

L'OREAL GROUP; Greater London; On-site; GBP 65,000 - 110,000; Full time

Job summary

Aesop, part of the L’Oréal Groupe, seeks a Global Customer Service Enablement Manager on a fixed-term contract until 31 December 2027, based in London. You will translate service vision into actionable frameworks for global Care teams and lead training, enablement, and change initiatives across channels.

The role ensures readiness for evolving omnichannel customer needs and upholds service excellence. You will partner with Global DMI, Global Retail Training and Operations, Zone Customer Service

Qualifications

• Experience in designing and delivering global customer service training and enablement programs.
• Ability to drive change initiatives and embed new tools/processes across multiple regions.

Responsibilities

• Translate service vision into actionable frameworks for global Care teams across channels.
• Design and drive training, enablement, and change initiatives that ensure consistent execution of service standards.
• Safeguard Care team capability during change and readiness for evolving omnichannel needs.

Skills

Training & Enablement

Change Management

CRM (Salesforce)

Omnichannel

Tools

Salesforce

Job description

AESOP Global Customer Service Enablement Manager - Fixed Term Contract until 31/12/2027

For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

Our approach to skin care involves meticulous attention to detail, using only the most efficacious ingredients to create formulations which stir the self and senses. The same meticulous approach is taken during our recruitment process, seeking out considered and inspired individuals with a wealth of perspectives who bring out the best in themselves and others.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Since 2023, Aesop has been part of the L'Oréal Groupe, founded in 1909 by Eugene Schueller and is home to 37 global brands including Kiehl’s, Lancôme, SkinCeuticals, Nyx, YSL and L'Oréal Paris; presenting wide-ranging opportunities for long-term career growth.

“A business doesn’t consist of walls or machines, but people, people, people.” – Eugene Schueller

A DAY IN THE LIFE

Reporting into the Global Head of Omnichannel Customer Relations. The Global Customer Service Enablement Manager translates Aesop’s service vision into actionable frameworks for global Care teams. This role designs and drives training, enablement, and change initiatives that ensure consistent execution of Aesop’s distinctive service standards across channels. The position safeguards Care team capability during change, upholds service excellence, and ensures readiness for emerging omnichannel customer needs.

In the role you will partner with the Aesop Global DMI, Global Retail Training and Operations, Zone Customer Service Managers and Global & Division L’Oreal Care.

Training & capability

• Develop and maintain Care training and capability frameworks, training programmes for customer service managers and consultants, and playbooks that equip teams with skills to deliver Aesop’s high-touch service.
• Monitor the execution of Customer Care Onboarding programme across all zones, updating content where required.
• Partner with CRM and functional teams to embed loyalty and clienteling insights and ensure Care teams apply them effectively.

Enablement & transformation

• Ensure adoption of Care tools and systems (e.g., Salesforce,