{bc}
Apply
pinpoint

Global Support Lead - Digital Services

Lush Cosmetics
Poole, GBR
Full-time
Senior
Onsite
GBP 50000-79000 yearly / year
Discovered 1 weeks ago
Free

Job Fit Check

Base Career helps you apply smarter for this job.

?%
Ready to Scan
Smart Apply

Full Job Posting

Key Responsibilities

  • 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.
  • 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.
  • 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.

Skills, Knowledge and Expertise

  • Proven experience leading complex, large-scale, user-facing support or service environments while demonstrating empathy, patience, and professionalism.
  • Excellent stakeholder management skills with the ability to represent senior colleagues, manage expectations, and communicate with calm and confidence.
  • Strong customer service orientation and a solutions-focused mindset, with the ability to drive timely resolutions and minimise disruption to business operations.
  • Good understanding of creating and maintaining accessible, user-friendly technical documentation for both end-users and developers.
  • Adaptable, calm, and confident under pressure when navigating system-critical events (for example major system failures) or operating within a fast-paced, evolving environment.
  • Ability to produce, review, and analyse KPIs, business trends, and industry knowledge to inform the planning and delivery of Digital strategies that align with business objectives.
  • Proven track record of building quality relationships with internal customers, advocating for team growth through organisational changes, and leading with a genuine passion for people.

Benefits

  • 25 days holiday plus bank holidays
  • 6 months of full pay for parental leave (primary caregiver must qualify for SMP)*
  • Enhanced paternity leave*
  • Bonus scheme
  • Day off for weekday birthdays
  • Holiday purchase scheme
  • 50% discount on Lush products and spa treatments
  • Cycle to work scheme
  • Discounted rail and bus season tickets
  • Employee assistance programme
  • There’s a big difference between "Flexible Working " (the legal minimum) and working flexibly. What that looks like varies from role to role and location to location. We actively welcome conversations about what working flexibly could mean and look like for you.
  • We’re 10% Employee Owned - all colleagues play a role in protecting our ethics, our independence, contributing ideas for the future and share in the rewards of success when the company is doing well.
  • Wellbeing & mindfulness sessions
  • Access to employee-led Community Networks, including Disability and Chronic Illness, Family Support, Global Majority (Race and Ethnicity), LGBTQIA+, Menopause and Neurodiversity communities.
  • Tailored gender affirming care*

Apply for this job in 1 click

Skip the repetitive application forms

Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.

Sarah M.James T.Maya R.

Trusted by over 500,000 job seekers on Base Career

Start Free Today

More from this employer

More jobs at Lush Cosmetics

XMAS TEMP - Sales Assistant

London, GBR

Discovered TodayPart Time, Seasonal

Production Data Analyst - Maternity Cover - Internal Applicants Only

Poole, GBR

Discovered YesterdayFull Time, Contract

Seasonal Temporary Production Assistant , Thursday-Monday, Day Shift

Poole, GBR

Discovered 2 days agoFull Time, Seasonal

Full Time Floor Leader -

, USA

Discovered 2 days agoFull-time

Part Time Floor Leader - Southport Avenue

Chicago, USA

Discovered 1 weeks agoPart-time

Part-Time Seasonal Sales Assistant

Leeds, GBR

Discovered 1 weeks agoPart-time

Retailer - Central

, CAN

Discovered 1 weeks agoFull-time

Seasonal Sales Assistant

Kingston upon Hull, GBR

Discovered 1 weeks agoPart Time, Temporary