L’Oréal Luxe Global Customer Service Enablement Manager

About L’Oréal Luxe

L’Oréal Luxe is the L’Oréal division responsible for luxury fragrance, makeup and skincare. It operates beauty houses including Lancôme, Kiehl’s and Aesop, and develops products under licence for fashion houses including Prada and Giorgio Armani.

Role & Responsibilities

• Translate Aesop’s service vision into actionable frameworks for global Care teams, designing and driving training, enablement and change initiatives to ensure consistent service standards across channels and readiness for emerging omnichannel needs.
• Develop and maintain Care training and capability frameworks, programmes for customer service managers and consultants, and playbooks that build teams’ high-touch service skills.
• Monitor the Customer Care Onboarding programme across all zones and update its content as required.
• Partner with CRM and functional teams to embed loyalty and clienteling insights and ensure Care teams apply them effectively.
• Drive adoption of Care tools, systems and functionalities, including Salesforce, Sprinklr and AWS, while managing change smoothly and minimising service disruption.
• Collaborate with CRM, Digital, Retail and Community Management partners to embed Aesop’s service philosophy across omnichannel touchpoints.
• Conduct benchmarking studies and capability assessments; measure team adoption and performance and translate findings into actionable improvements.
• Own Care change initiatives, ensuring each project is supported by training, communication and governance frameworks.
• Support omnichannel strategy execution through projects such as video consultations, clienteling and loyalty.
• Define and evolve Care standards to ensure 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.
• Drive performance against measures covering Customer Experience Playbook adoption, service-training participation, employee survey participation, CSAT, repeat-purchase behaviour, revenue generated through customer care and internal quality assessment scores.

Qualifications

• At least 8 years in Care, Service or Operations within luxury, retail or consumer sectors, with a deep understanding of high-touch service.
• Demonstrated ability to lead adoption of new systems and embed new ways of working across diverse teams.
• Proven ability to partner across CRM, Retail, Digital and Operations and align Care with global business priorities.
• Strong experience building training, coaching and capability programmes at scale.
• Ability to assess performance, define standards and design interventions grounded in data and insight.
• Knowledge of best-in-class Quality Assurance practices and ability to operationalise them globally.
• Strong interpersonal skills and ability to engage, inspire and influence Care teams across cultures and zones.
• Experience in omnichannel service delivery, including live chat, voice, social, video or retail, is desirable.
• Previous exposure to luxury, beauty or design-led brands where service must preserve brand philosophy is desirable.
• Project management experience is desirable.
• Change management certification or experience in large-scale transformation is desirable.
• Bachelor’s degree or equivalent in communications, business/commerce, training or a related discipline.
• Formal training in change management and team capability development.
• Experience designing and delivering global training programmes, digital enablement and performance frameworks.

Skills

Experience

At least 8 years in Care, Service or Operations within luxury, retail or consumer sectors.

Education

Bachelor’s degree or equivalent in communications, business/commerce, training or a related discipline.

Benefits

Flexible hybrid working; Aesop product discount; paid volunteering allowance; employee benefits including money-saving offers, free mortgage advice, share options, enhanced pension plan, up to 60% discounts on selected brands, private medical and dental insurance, discounted gym memberships, onsite mental health support, enhanced family leave, up to 4 weeks of paid fertility leave, learning and leadership programmes, and monthly expert talks.

Culture

Some roles serve a single house or counter. Others span several houses, from advisors who present more than one fragrance line to planners who coordinate stock across the division.

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.