Head of Customer Services

CLARINS LIMITED; United States; Hybrid; USD 93,000 - 132,000; Full time

Benefits offered by this job

Flexible work environment

25 days annual leave

Development and training opportunities

Staff discount

Employee Assistance Programme

We Care Day - Volunteering

Job summary

Clarins Limited is seeking a senior leader to manage the UK Customer Service function from the National Distribution site. You will lead the team, shaping service levels, KPIs, and stakeholder reporting while ensuring GDPR compliance and cross-team collaboration.

The role emphasizes data-driven decisions, change management, and delivering exceptional customer service across consumers, trade customers, and in-store teams. Flexible remote options available up to two days per week.

Qualifications

• Degree in Operations, Business Management or related field.
• 5+ years' customer service management experience.
• Proven track record of leading high-performing teams.
• Practical knowledge of GDPR in customer operations.
• Ability to interpret and analyse complex data to drive decisions.

Responsibilities

• Lead, develop and motivate the UK Customer Service team to deliver 5 Star service.
• Define and monitor departmental Service Levels and KPIs using data to drive improvements.
• Review high level consumer/customer complaints with senior leadership.
• Manage resources and budgets for cost-effective operations.
• Oversee contact management and implement actions to optimise service delivery.
• Represent UK Customer Service on projects and collaborate with internal teams.
• Monitor Cosmetovigilance and ensure regulatory compliance.

Skills

Leadership

Team development

GDPR compliance

Data analysis

Change management

Stakeholder communication

Education

Degree in Operations or related field

Tools

CRM systems

Job description

Based at the National Distribution site the main function of this role is to Manage the Clarins Customer Service provision. The department services Clarins Consumers and Trade Customers plus the Clarins in store team, salesforce, event team and other internal departments with an aim to offer exceptional service whilst monitoring costs and our impact on the environment. What you'll do:

• Lead, develop and motivate the Clarins UK Customer Service team to consistently deliver Clarins 5 Star service, ensuring training, wellbeing and performance development.


• Define, implement and monitor departmental Service Levels and KPIs, using NPS and performance data to drive continuous improvement and report results to stakeholders.


• Review high level Consumer / Customer complaints whilst referring and consulting on sensitive issues with senior leadership team.


• Manage team resources and budgets in line with the business plan to ensure efficient, cost-effective operations.


• Oversee contact management (call volumes, service desk) and implement corrective actions to optimise service delivery and customer experience.


• Own departmental GDPR compliance and safety responsibilities, ensuring breaches are reported and policies followed in accordance with legislation.


• Represent UK Customer Service on projects and work closely with senior leaders, warehouse, courier and credit control teams to resolve operational issues.


• Monitor cosmetovigilance performance and collaborate with the Cosmetovigilance Manager to ensure timely investigation and regulatory compliance.
  A professional and discreet leader with strong interpersonal and influencing skills who builds trusted business relationships.


• Exceptionally organized with excellent attention to detail and the ability to manage competing priorities.


• An effective communicator, confident in presenting to stakeholders and producing clear written reports.


• Experienced in change management, able to guide teams through transformation and embed new ways of working.


• Familiar with industry best practice and modern IT/AI customer service solutions, and comfortable championing technology-led improvements.

You have:

• A degree (or equivalent) in Operations, Business Management or a related field.


• 5+ years' customer service management experience, ideally within premium beauty or retail.


• A proven track record of leading and developing high-performing Customer Service teams.


• Practical knowledge of GDPR and the ability to apply data protection principles in customer operations.


• The ability to interpret and analyse complex data to solve problems and drive evidence-based decisions.

About Clarins Group

Clarins Group is a trusted French family‑owned company, a leader in skincare and make‑up, operating in more than 150 countries. A B‑Corp certified global leading skincare and make‑up company, Clarins group is the embodiment of a committed family history, with a fierce passion for innovation and spirit of independence. Our purpose \"making life more beautiful, passing on a more beautiful planet,\" is a core commitment outlined in our by‑laws. Operating in more than 150 countries thanks to our 8,000 employees worldwide, we are now the number one skincare company in Europe and are accelerating our development on all other continents, particularly in Asia and the Americas. In line with our dual CSR mission of \"Caring for people, caring for the planet\" we take pride in offering a rewarding yet challenging work environment where everyone can thrive. This culture allowed us to achieve the certification of Forbes' World's Best Employers 2024, Forbes' World's Best Employers 2024 for Women.

Equal opportunity employer We believe in making life more beautiful for our employees and our customers. Inclusion and diversity are firmly grounded in our core values. We strive to achieve inclusiveness, and we foster an equal‑opportunity culture where everyone can reach their full potential and do their best work.

We have:

• A flexible work environment, with up to 2 days of remote working per week


• 25 days annual leave, increasing by 1 day every year with a maximum of 30 plus Birthday off


• Development and training opportunities


• Generous Staff discount


• Employee Assistance Programme


• We Care Day - Volunteering