About this role
Diversity matters We are building a brand that represents the people of the world. It’s what you do that counts, and we are always looking to expand perspectives and voices to shape our future. We see you, we celebrate you, we want you! Who we are You might know us as the inventors of the bath bomb, but there’s more to this great-smelling, partly employee-owned, family-run company than pioneering cosmetics. We believe our business should put more back into the world than it takes and demonstrate that capitalism can be a force for good. The Living Wage Foundation’s statement 'a hard day's work deserves a fair day's pay' is one that we are proud to commit to in the UK. As an accredited Living Wage employer, we put our people first and fight cruel practices like animal testing, promote regeneration, and show that it is what’s inside that counts - whether that’s an ingredient in a product, or the minerals in a smartphone. Want to see where a career at Lush could take you? Head over here to explore real stories of growth and development across the business. Please note: We may close this vacancy early if we receive an overwhelming response or our business requirements change. The Role We are seeking an experienced customer service focused Global Support Lead to join our Lush Digital Leadership team. The focus of this role is to lead the support of our Digital Products and business IT, providing leadership, guidance and governance of our passionate and highly knowledgeable service teams around the world. Supporting our Digital products from commerce apps to in-store point of sale, stock systems to regulatory tools and more. We are known globally for our passionate, 5* customer service and within this role you’ll be supporting our internal teams to be able to deliver that excellence to our customers in all areas of Lush. Bringing experience of large scale product and systems support, the ideal person will also possess great communication skills and provide open, respectful dialogue combined with a drive to find solutions that will ensure our internal customers are supported and enabled. The team As LUSH Digital expands, we need people more than ever to support our digital products and systems. Approachable & friendly, with a passion for all things digital, our IT team, known internally as Tech Services, provide unrivalled customer service, and work alongside like-minded people who want to make our products the best they can be . Service Governance & Global Operations Provide governance and global standards for all Service and Support teams (including frontline Tech Services/Helpdesk and 2nd-line System Administrators), while respecting local regional nuances. Standardise systems, tools, and processes across all regions in alignment with our digital ethics. Strengthen global reporting for deeper insights into response times and recurring issues, while actively driving operational efficiencies and cost-saving opportunities. Lead conversations, contract renewals, and negotiations with third-party vendors for Service and Support tools. Collaborate with leadership and global colleagues through facilitated meetings and workshops to identify tech issues and optimise service delivery. Leadership, Culture & People Serve as a trusted leader owning accountability for Service and Support teams, developing strong managers to tackle customer queries effectively. Oversee the development and delivery of a 5-star customer experience, ensuring employees have an inclusive, diverse, and equitable tech experience. Look after team wellbeing while balancing business needs, providing guidance and signposting for personal requirements at work, and accounting for cultural and sociological factors. Create a strong, fair feedback culture across teams to continuously refine future services. Act as an advocate for organisational leadership, helping employees and teams learn and adapt through change. Project Delivery, Innovation & Change Management Lead the creation of communication and implementation plans using robust change management practices to support innovation, new product launches, and system rollouts. Support the expansion and creation of local Tech Services teams where required. Oversee the rollout of new tech, software, hardware, and in-house developed systems, ensuring users are kept informed of new developments. Design solutions for diverse, complex, and broad technical issues by balancing both human (people) and technological perspectives. Support installations and events across all business areas, including planning, delivery, and post-event removal.