Global Head of Customer Care

Global Head of Customer Relations | London

The Global Head of Customer Relations is responsible for defining and leading Aesop’s global customer care strategy to deliver a seamless, high‑touch omnichannel experience. This role ensures customer care frameworks, service excellence and community management align with Aesop’s luxury positioning, working cross‑functionally with Retail, CRM, Digital, Marketing and Communications.

This is a full‑time position with a hybrid working pattern.

Responsibilities

• Develop and drive Aesop’s global customer experience and clienteling strategy to ensure a brand‑aligned, consistent and revenue‑driving customer experience across all touchpoints.
• Define and implement customer care and clienteling frameworks to elevate service excellence.
• Drive Aesop’s adoption of AI technology and tools in customer care service delivery.
• Partner with CRM and Retail to leverage loyalty and voice of customer insights for personalised engagement.
• Drive community engagement by establishing strategy and guidelines for community management.
• Orchestrate cross‑functional initiatives across Retail, CRM, Digital, Marketing & Communications to embed customer experience best practices.
• Own global customer experience KPIs & performance tracking, ensuring measurable business impact.
• Lead the development of service training & enablement frameworks, ensuring knowledge consistency across markets.
• Partner closely with Zone teams to ensure executional excellence, adjusting strategies to regional needs.
• Establish and position Aesop in the L’Oreal Luxe division to drive omnichannel initiatives.
• Upskill, grow and develop Aesop’s talent – leading and coaching an expanding team on best practices, processes and interpersonal skills required to effectively manage their areas.

What We Are Looking For

• Open mindset and deep curiosity seeking to understand others, listen without judgement and act on diverse perspectives.
• Commitment to fostering an inclusive and psychologically safe work environment.
• Luxury Customer Experience Leadership: 8+ years in customer experience, clienteling or luxury retail customer experience leadership.
• Cross‑functional influence: Proven ability to drive and scale global customer experience transformation.
• Customer Insights & Digital experience: Strong understanding of omnichannel service models.
• Strategic thinking & execution: Ability to translate vision into actionable global frameworks.
• Problem‑solving and analytical skills: ability to quickly understand a new problem, identify key drivers behind specific outcomes and develop a data‑driven approach to impact outcomes.
• Interpersonal skills: proven experience in building collaborative stakeholder relationships and rapidly building trust within and outside the team.
• Customer experience: deep understanding of best‑in‑class experiences for customers and the drivers behind them.

What’s On Offer

• Flexible, hybrid working pattern.
• Generous product discount allowance and bi‑annual complimentary product allocation.
• Paid volunteering allowance for all employees.
• Bonus opportunity based on personal and business performance.
• Complimentary access to LinkedIn Learning, in‑house product and core skills training and study support opportunities.
• Access to employee assistance programmes, complimentary subscription to Headspace mindfulness app and summer hours options.

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