Clarins Customer Service Manager
- Employment
- Temporary
- Seniority
- Manager
- Department
- Clienteling, CRM & VIP Relations
- Posted
- Oct 6, 2026
About Clarins
Founded in Paris in 1954 by Jacques Courtin-Clarins, Clarins is a family-owned beauty house renowned for its plant-inspired skincare, makeup and spa expertise. Combining scientific research with a close understanding of customers’ needs, the brand has built an international presence while preserving its French heritage. As an employer, Clarins brings together specialists across research, product development, manufacturing, retail and corporate functions, united by a commitment to quality and service. Its emphasis on responsible beauty, innovation and long-term stewardship offers a distinctive professional environment for those seeking to contribute to an established beauty house with an entrepreneurial spirit.
Clarins seeks a Customer Service Manager for maternity cover at its Harlow head office and National Distribution site. The role leads UK customer service operations, team development, service performance, customer complaints, compliance and cross-functional resolution of operational issues. This is a 37.5-hour-per-week hybrid position, with up to two remote-working days weekly.
Role & Responsibilities
- Lead, develop and motivate the Clarins UK Customer Service team to deliver Clarins 5 Star service, ensuring training, wellbeing and performance development.
- Define, implement and monitor departmental service levels and KPIs; use NPS and performance data to drive continuous improvement and report results to stakeholders.
- Review high-level consumer and customer complaints, consulting senior leadership on sensitive issues.
- Manage team resources and budgets in line with the business plan to ensure efficient, cost-effective operations.
- Oversee contact management, including call volumes and the 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 are 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.
Qualifications
- Degree or equivalent in Operations, Business Management or a related field.
- At least 5 years' customer service management experience, ideally in premium beauty or retail.
- 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.
- Ability to interpret and analyse complex data to solve problems and drive evidence-based decisions.
- Professional and discreet leadership, with strong interpersonal and influencing skills and the ability to build trusted business relationships.
- Exceptional organisation, attention to detail and ability to manage competing priorities.
- Effective communication skills, including confidence presenting to stakeholders and producing clear written reports.
- Change-management experience, with the ability to guide teams through transformation and embed new ways of working.
- Familiarity with industry best practice and modern IT/AI customer service solutions, and confidence championing technology-led improvements.
Skills
Experience
At least 5 years' customer service management experience, ideally in premium beauty or retail.
Education
Degree or equivalent in Operations, Business Management or a related field.
Workplace
This position is based in Harlow, England, UK, within easy reach of London.
Benefits
Flexible work environment with up to 2 remote-working days per week; 25 days' annual leave, increasing by 1 day each year to a maximum of 30, plus a day off for the employee's birthday; development and training opportunities; generous staff discount; Employee Assistance Programme; We Care Day volunteering.
Culture
As a family-owned French beauty group, Clarins combines an entrepreneurial spirit with a culture rooted in botanical expertise, scientific innovation and close attention to customers. Its workplace values collaboration, the transmission of know-how and a shared commitment to responsible beauty, connecting professional excellence with care for people and nature.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Clarins, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Support Manager», «Customer Care Manager», «Client Services Manager», «Customer Experience Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.