Global Head of Customer Care – Mat cover (FTC 12-months)

Charlotte Tilbury Beauty Ltd

This is an incredible opportunity to join, lead and improve our award-winning Customer Care team for a 12-month FTC (Maternity cover).

As the Global Head of Customer Care, you will take charge of our multi-site global Customer Care team and own the relationship with our outsourcing partner to deliver exceptional Customer Service. We’re looking for a highly organised professional with significant management experience at a direct to consumer, high touch in-bound contact centre, who can ensure the most efficient operations.

With a tenured senior team able to run much of the day to day, your primary focus will be in planning and driving the execution of a strategy to improve service while reducing cost to serve. To do this you will need experience of delivering data driven process change, automation with experience of AI care implementations preferable.

You will champion the customer’s cause across the business and work collaboratively with other functions to deliver our Customer Care vision.

Key Responsibilities:

• Lead a high performing team of senior managers, managers and team leaders within a caring culture and supportive environment, where experimentation is encouraged as we win together.
• Drive exceptional performance and KPI results, always ensuring the right approach for both our in-house teams and outsourced third party provider.
• Guide and help implement a strategic plan for customer care in line with the overall business objectives, whilst striking a balance between long-term strategic goals and mid to short term operational performance of the key department metrics.
• Drive ongoing transformation projects and lead AI enhancement delivery within our Zendesk platform, utilizing change management & project experience
• Use data and analytics to optimize the overall customer experience and drive customer satisfaction, assess key trends to feedback to business owners and identify areas of opportunity for enhancements.
• Managing the overall global team budget and partner contracts for new products and renewals
• Hands on approach to daily and weekly performance monitoring and optimisation, ensuring SLA’s are met and issues, trends and root causes are reported back to business owners

• Proven experience in Customer Operational leadership within the customer care or customer experience domain.
• Demonstrated ability to lead and motivate teams with a commitment to developing talent and enriching a positive, collaborative and caring team culture.
• Strong analytical and problem-solving skills with experience leveraging data-driven decision making.
• Expertise in change management, process optimisation, resource management and automation preferably including AI
• Familiarity with governance, risk management and compliance protocols
• Excellent communication and interpersonal skills for effective cross-departmental collaboration
• Ability to work well under pressure, managing multiple projects simultaneously and experience of handling shifting priorities and deadlines
• Familiarity with customer relationship management (CRM) systems and contact centre technologies, experience of Zendesk is preferred

Charlotte Tilbury is a fast-paced and dynamic environment where nimble mindsets, striving to deliver the best and wanting to be part of a are key. Even though we have requirements our experience and background are just a guide, we still love to welcome applicants with more or less experience stated, provided necessary skills can be demonstrated. Even if you don’t tick all the boxes – Apply anyway!

• Generous staff discount
• Generous product gifting
• 25 days holiday plus bank holidays
• Hybrid, flexible working
• Dog friendly office on Monday and Fridays.
• Access to Tilbury Treats – discounts on everything from gym memberships to cinema tickets.
• Other fabulous benefits such as life assurance, birthdays off work and pension contribution.

At Charlotte Tilbury, our mission is to empower everybody in the world to be the most beautiful version of themselves. We support this by encouraging and hiring people with diverse backgrounds, voices, beliefs, and perspectives into our growing global workforce. By doing so, we better serve our communities, customers, employees – and the candidates that take part in our recruitment process.

WE WOULD LOVE TO WELCOME YOU TO OUR DREAM TEAM APPLY TODAY!