Global Head of Customer Care

About the role

Aesop is seeking a Global Head of Customer Care to shape and lead its worldwide customer experience strategy. Reporting across Retail, CRM, Digital, Marketing and Communications, this senior leader will ensure a seamless, high‑touch omnichannel experience that aligns with Aesop’s luxury positioning.

Key responsibilities

• Develop and drive a global customer experience and clienteling strategy that is brand‑aligned and revenue‑driving.
• Define and implement customer care frameworks to elevate service excellence across all touchpoints.
• Lead the 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.
• Establish community management strategy and guidelines.
• Coordinate cross‑functional initiatives with Retail, CRM, Digital, Marketing & Communications.
• Own global customer experience KPIs and performance tracking.
• Develop service training and enablement frameworks for market consistency.
• Collaborate with regional teams to adapt strategies to local needs.

Required profile

• Proven senior leadership experience in customer care or experience management, preferably within luxury retail.
• Strong cross‑functional collaboration skills with Retail, CRM, Digital, Marketing and Communications.
• Ability to translate strategic vision into measurable business impact.
• Experience driving omnichannel initiatives and community engagement.

Required skills

• AI technology implementation for customer service.
• CRM platforms and loyalty program integration.
• Community management and engagement tools.

What we offer

• Opportunity to shape global customer experience for a renowned luxury brand.
• Collaborative, inclusive environment with professional development pathways.
• Commitment to sustainability and B Corp values.