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Lumity Life - Head of Customer Care

Lumity Life - Head of Customer Care

Employer Lumity Life

Posted January 15th 2019

Hours Full Time

Salary circa £60k

Industry Wellness

Function Management

Location West London

Contract Employed

Get the Gloss Reference: 10226


The Head of Customer Care (CC) is a key appointment for Lumity Life, a healthy beauty company built from science. The successful candidate will join the company at an exciting time for the brand.


  • The primary objective of the role is to build an excellent customer care operation that brings the voice of the consumer into the heart of this purposeful and growing brand.

  • The Head of CC will drive the vision for consistency in customer care standards and working with the Director of Brand Marketing is accountable for shaping and delivering the company’s customer care propositions in order to contribute to the overall performance of all marketing efforts.

  • The Head of CC balances customer care strategy with delivery and champions for excellence in customer care services within the company.

  • The successful candidate will lead from the front as well as building a dynamic team of CC Executives who will service the needs of Lumity customers across the world.



  • Candidates for this position must have had over 3 years of working experience in customer care, preferably working at manager level for a business within a fast-paced and agile environment.

  • The candidate will also have experience of leading both customer-facing and back office functions.

  • Suitable candidates will also have proven and successful experience driving positive change and influencing enhanced performance in a customer care environment.

  • The candidate will also have a proven and successful experience mapping consumer journeys and creating customer care strategies.

  • As a bonus, the candidate will also portray a deep understanding of the importance of aligning customer care targets with the businesses KPIs.

  • Experience or a keen interest in the beauty and wellness industry would also be a distinct advantage.

Communication Skills

  • Communication skills are one of the most important assets for a Head of CC. The efficiency of the entire customer care department is dependent on the clarity of communication relayed by its leader.

  • Equally important is the requirement for the Head of CC to have exceptional communication skills in order to effectively communicate with consumers and convey accurate and high-quality feedback to the business that will facilitate the formulation of effective approaches and strategies.

  • The Head of CC will also need to have excellent communication skills that will aid in the creation of engaging reports and presentations for Directors.

  • They must also be capable of tailoring messages for different audiences, explaining complex concepts in a simple, unambiguous, understandable, and convincing manner.

Interpersonal Skills

  • The Head of CC must have an ability to think creatively and strategically, have an ability to multi-task and work comfortably under pressure, to identify issues and work to resolve them.

  • The candidate will have an ability to prioritise, manage multiple projects and meet deadlines, possess strong problem-solving and decision-making skills, be self-motivated working under minimal supervision, and demonstrate calmness and composure under stress and inspire the same in their staff.

  • The successful candidate will also understand how to encourage cross-working across the marketing function itself (brand, digital, content, retail, design) and the operational side of the business (finance, supply chain)

Leadership/People Skills

  • Suitable candidates will possess outstanding leadership skills.

  • They will portray an ability to inspire and motivate others, guiding them in a unified direction and encouraging responsibility for actions and decisions.

  • Ideally, the successful candidate will have experience of building and guiding new teams.

MS Office/Platforms

  • The Head of CC must demonstrate proficiency in MS Office and PowerPoint, which will be useful in the creation of visually and verbally engaging reports and presentations to support the team’s operational procedures and processes.

Technological Savvy/Analytical Skills

  • The Head of CC must also have technological acumen, which is necessary today if the business is to gain a wider consumer reach. Most consumers have integrated technological communication channels and platforms in their day-to-day lives and the business must communicate with them in the most effective way.

  • Suitable candidates will also demonstrate a keen understanding of financial metrics inclusive of cost management, budget setting, call forecasting, and revenue generation.

  • Candidates will also have an ability to translate raw consumer care data and information into actionable solutions and strategies.

Reporting to: Director of Marketing

Based: Kensington, London

Salary: circa £60,000

End date for applications: 28th February 2019

To apply please forward your covering letter and CV to [email protected] quoting 'Get The Job'.

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