Global Support Lead, Digital Services — World-class CX

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

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