Global Support Lead - Digital Services

Lush; Poole; On-site; GBP 50,000 - 79,000; Full time

Benefits offered by this job

25 days holiday

Bonus scheme

Product discounts

Cycle to work

Employee assistance programme

Job summary

Lush in Poole is seeking a Global Support Lead for Digital Services to steer the support of our digital products and business IT. You will provide leadership and governance to worldwide service teams, ensuring 5-star customer service across commerce apps, POS, stock systems and regulatory tools.

The role emphasizes large-scale, user-facing support, strong stakeholder management, and delivery of change initiatives, with a focus on inclusive, diverse tech experiences and effective cross-functional

Qualifications

• Proven experience leading complex, large-scale, user-facing support or service environments.
• Excellent stakeholder management and communication skills.
• Strong customer service orientation with a solutions-focused mindset.
• Ability to create accessible, user-friendly technical documentation for end-users and developers.
• Calm, adaptable under pressure in fast-paced environments.
• Experience analyzing KPIs and trends to inform digital strategy.
• Proven ability to build relationships with internal customers and lead teams through change.

Responsibilities

• Provide governance and global standards for all Service and Support teams.
• Standardise systems, tools, and processes across regions.
• Strengthen global reporting for insights into response times and issues; drive efficiencies and cost savings.
• Lead conversations and negotiations with third-party vendors for service tools.
• Collaborate with leadership to identify tech issues and optimise delivery.
• Develop managers to tackle customer queries effectively.
• Oversee a 5-star customer experience ensuring inclusive tech experiences.
• Support expansion of local Tech Services teams.
• Design change management plans for product launches and system rollouts.
• Support installations and events across business areas.

Skills

Leadership experience

Stakeholder management

Customer service

Technical documentation

Under pressure

KPI analysis

People development

Job description

Global Support Lead - Digital Services

Application Deadline: 20 September 2026

Department: Digital Services

Employment Type: Permanent - Full Time

Location: Poole

Compensation: £50,000 - £79,000 / year

Description

Diversity matters

We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future.

We see you, we celebrate you, we want you!

Who we are

You might know us as the inventors of the bath bomb, but there’s more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good.

The Living Wage Foundation’s statement 'a hard day's work deserves a fair day's pay' is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what’s inside that counts - whether that’s an ingredient in a product, or the minerals in a smartphone.

Want to see where a career at Lush could take you? Head over here to explore real stories of growth and development across the business.

Please note: We may close this vacancy early if we receive an overwhelming response or our business requirements change.

The Role

We are seeking an experienced customer service focused Global Support Lead to join our Lush Digital Leadership team. The focus of this role is to lead the support of our Digital Products and business IT, providing leadership, guidance and governance of our passionate and highly knowledgeable service teams around the world. Supporting our Digital products from commerce apps to in-store point of sale, stock systems to regulatory tools and more. We are known globally for our passionate, 5* customer service and within this role you’ll be supporting our internal teams to be able to deliver that excellence to our customers in all areas of Lush.

Bringing experience of large scale product and systems support, the ideal person will also possess great communication skills and provide open, respectful dialogue combined with a drive to find solutions that will ensure our internal customers are supported and enabled.

The team

As LUSH Digital expands, we need people more than ever to support our digital products and systems. Approachable & friendly, with a passion for all things digital, our IT team, known internally as Tech Services, provide unrivalled customer service, and work alongside like-minded people who want to make our products the best they can be

Key Responsibilities

Service Governance & Global Operations

• Provide governance and global standards for all Service and Support teams (including frontline Tech Services/Helpdesk and 2nd-line System Administrators), while respecting local regional nuances.
• Standardise systems, tools, and processes across all regions in alignment with our digital ethics.
• Strengthen global reporting for deeper insights into response times and recurring issues, while actively driving operational efficiencies and cost-saving opportunities.
• Lead conversations, contract renewals, and negotiations with third-party vendors for Service and Support tools.
• Collaborate with leadership and global colleagues through facilitated meetings and workshops to identify tech issues and optimise service delivery.

Leadership, Culture & People

• Serve as a trusted leader owning accountability for Service and Support teams, developing strong managers to tackle customer queries effectively.
• Oversee the development and delivery of a 5-star customer experience, ensuring employees have an inclusive, diverse, and equitable tech experience.
• Look after team wellbeing while balancing business needs, providing guidance and signposting for personal requirements at work, and accounting for cultural and sociological factors.
• Create a strong, fair feedback culture across teams to continuously refine future services.
• Act as an advocate for organisational leadership, helping employees and teams learn and adapt through change.

Project Delivery, Innovation & Change Management

• Lead the creation of communication and implementation plans using robust change management practices to support innovation, new product launches, and system rollouts.
• Support the expansion and creation of local Tech Services teams where required.
• Oversee the rollout of new tech, software, hardware, and in-house developed systems, ensuring users are kept informed of new developments.
• Design solutions for diverse, complex, and broad technical issues by balancing both human (people) and technological perspectives.
• Support installations and events across all business areas, including planning, delivery, and post-event removal.

Skills, Knowledge and Expertise

• Proven experience leading complex, large-scale, user-facing support or service environments while demonstrating empathy, patience, and professionalism.
• Excellent stakeholder management skills with the ability to represent senior colleagues, manage expectations, and communicate with calm and confidence.
• Strong customer service orientation and a solutions-focused mindset, with the ability to drive timely resolutions and minimise disruption to business operations.
• Good understanding of creating and maintaining accessible, user-friendly technical documentation for both end-users and developers.
• Adaptable, calm, and confident under pressure when navigating system-critical events (for example major system failures) or operating within a fast-paced, evolving environment.
• Ability to produce, review, and analyse KPIs, business trends, and industry knowledge to inform the planning and delivery of Digital strategies that align with business objectives.
• Proven track record of building quality relationships with internal customers, advocating for team growth through organisational changes, and leading with a genuine passion for people.

Benefits

• 25 days holiday plus bank holidays
• 6 months of full pay for parental leave (primary caregiver must qualify for SMP)*
• Enhanced paternity leave*
• Bonus scheme
• Day off for weekday birthdays
• Holiday purchase scheme
• 50% discount on Lush products and spa treatments
• Cycle to work scheme
• Discounted rail and bus season tickets
• Employee assistance programme
• There’s a big difference between "Flexible Working " (the legal minimum) and working flexibly. What that looks like varies from role to role and location to location. We actively welcome conversations about what working flexibly could mean and look like for you.
• We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.
• Wellbeing & mindfulness sessions
• Access to employee-led Community Networks, including Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause and Neurodiversity communities.
• Tailored gender affirming care*

Qualifying period/hours required*

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