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

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, Sprinklr, AWS) and functionalities, ensuring smooth change management and minimised service disruption.
• Collaborate with cross-functional partners (CRM, Digital, Retail, Community Management) to embed Aesop’s service philosophy across omnichannel touchpoints.
• Run benchmarking studies and capability assessments to measure team adoption and performance and translate findings into actionable improvements.
• Act as custodian of Care change initiatives, ensuring all projects are supported by training, communication, and governance frameworks.
• Support the execution of the omnichannel strategy through projects such as video consultations, clienteling and loyalty.

Governance & quality

• Define and evolve Care standards, ensuring consistency across markets and alignment with the global service vision.
• Oversee a Quality Assurance programme to safeguard excellence in customer interactions.
• Monitor Care performance and customer satisfaction metrics, recommending improvements and interventions where required.

Performance

• Adoption of Customer Experience Playbooks: X% compliance across zones
• Training Completion rates: Ensure X% participation in service training
• Employee Engagement: 100% participation in employee surveys
• CSAT Score: Measurable increase in CSAT
• Retention & Loyalty Impact: Measurable increase in repeat purchase behaviour
• Revenue: Growth in revenue generation through customer care
• Quality Score: X% achievement of internal quality assessment score

WHO YOU ARE

Key Experience, knowledge & skills required

Essential

• Customer care/service expertise: 8+ years in Care, Service, or Operations within luxury, retail, or consumer sectors, with deep understanding of high-touch service.
• Enablement & transformation: Demonstrated ability to lead adoption of new systems and embed new ways of working across diverse teams.
• Cross-functional influence: Proven ability to partner across CRM, Retail, Digital, and Operations to align Care with global business priorities.
• Training & capability development: Strong experience in building training, coaching, and capability programmes at scale.
• Analytical & strategic thinking: Ability to assess performance, define standards, and design interventions grounded in data and insight.
• Quality assurance & governance: Knowledge of best-in-class QA practices and the ability to operationalise them globally.
• Communication & leadership: Strong interpersonal skills with the ability to engage, inspire, and influence Care teams across cultures and zones.

Desirable

• Experience in omni-channel service delivery (live chat, voice, social, video, retail).
• Previous exposure to luxury, beauty, or design-led brands where brand philosophy must be preserved through service.
• Project management.
• Change management certification or experience in large-scale transformation.

Technical requirements

• Bachelor’s degree or equivalent in communications, business/commerce, training, or related discipline.
• Formal training in change management and team capability development,
• Experience in designing and delivering global training programmes, digital enablement, and performance frameworks.

WHAT WE OFFER

• Flexible, hybrid working pattern
• Generous Aesop product discount
• Paid volunteering allowance for all employees
• L’Oreal’s employee Benefits

Our industry-leading award-winning benefits package shows how much we value our people. We know they're at the heart of L'Oréal's success, so we offer a fair and competitive package to help you thrive.

Enjoy perks like money-saving offers, free mortgage advice, share options and an enhanced pension plan. Love our brands? You'll get up to 60% off iconic names like YSL, CeraVe, Armani, Kiehl's and Garnier! Because health matters, we offer private medical and dental insurance, discounted gym memberships, and onsite mental health support. We also provide enhanced family leave for all and up to 4 weeks of paid fertility leave, so you can prioritise what matters most.

Learning is in our DNA at L'Oréal. We'll help you master your role, build skills, and access top-notch leadership programs and monthly expert talks. And there's lots more too!

WHO WE ARE

L’Oréal is present in 150 markets on five continents. For more than a century, L’Oréal has devoted itself solely to ‘Create beauty that moves the world’; it is now the industry world leader with €29 billion consolidated sales. Together, we solve complex challenges at scale, while making sure we stay committed to making the world a more inclusive and a better place for everyone & our planet. Experience the excitement of agility to shape the future of beauty, where diversity and purpose come together to create meaningful impact.

As the global leader in beauty, our impact is driven by four specialized divisions and a dynamic corporate core: our Consumer Products Division democratizes beauty through sustainable, world-leading brands like L’Oréal Paris and

Garnier; L’Oréal Luxe provides the ultimate in aspirational beauty with iconic names such as Lancôme and Yves Saint Laurent; the Professional Products Division remains the founding partner to the global hair industry with advanced technologies like Kérastase; and our Dermatological Beauty Divisio n leads the quest for healthy skin with dermatologist-recommended brands like La Roche-Posay and CeraVe. Supporting this entire ecosystem, our Corporate Division serves as the innovative backbone for our talented workforce, ensuring that even as a world leader, we remain a company focused on 'people, people, people' to move the business forward.

HOW WE RECRUIT

At L’Oréal, we take pride in creating a diverse, equitable and inclusive environment where everyone is welcome, and their contributions are valued. When we recruit, hire, train, promote or engage in any other employment practice, we are committed to being an inclusive employer regardless of race, religion, gender identity, sexual orientation, national origin, age, socioeconomic status, medical condition or disability, or any other protected status. When we look for talent, we welcome difference - different backgrounds, experiences, personalities and perspectives. The beauty we find in our differences gives us the freedom to go beyond. That’s the beauty of L’Oréal

We are a Disability Confident Employer and will offer an interview to applicants with a disability or long-term condition who best meet the minimum/essential criteria for the role. You can let us know if you would like your application to be considered under the Disability Confident Scheme within your application.

Education

Any level of education