Global Support Lead - Digital Services

Diversity matters at Lush, where we're building a brand representing people worldwide. We celebrate individuality and want you to join us.

As a Global Support Lead, you'll lead our Digital Products and business IT support, guiding and governing service teams globally. You'll support digital products, from commerce apps to in-store point of sale and regulatory tools.

Key Responsibilities:

• Service Governance & Global Operations:
• Provide governance and global standards for Service and Support teams
• Standardise systems, tools, and processes across regions
• Strengthen global reporting for deeper insights
• Lead conversations with third-party vendors
• Collaborate with leadership and global colleagues

• Leadership, Culture & People:
• Develop strong managers to tackle customer queries effectively
• Oversee the delivery of a 5-star customer experience
• Look after team wellbeing and balance business needs
• Create a strong, fair feedback culture
• Act as an advocate for organisational leadership

• Project Delivery, Innovation & Change Management:
• Lead communication and implementation plans for innovation and new product launches
• Support the expansion of local Tech Services teams
• Oversee the rollout of new tech, software, and hardware
• Design solutions for complex technical issues
• Support installations and events

Skills, Knowledge & Expertise:

• Proven experience leading complex support environments
• Excellent stakeholder management skills
• Strong customer service orientation and solutions-focused mindset
• Good understanding of creating accessible technical documentation
• Adaptable, calm, and confident under pressure
• Ability to produce, review, and analyse KPIs and business trends
• Proven track record of building quality relationships with internal customers

Benefits:

• 25 days holiday plus bank holidays
• 6 months of full pay for parental leave
• 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
• Wellbeing & mindfulness sessions
• Access to employee-led Community Networks