Customer Experience & Operations Consultant (Fixed-term contract)

Born on South Molton Street, London in 1971, Molton Brown is an icon of uniquely British style. Today, Molton Brown is one of the leading global brands in Kao´s global cosmetics portfolio. Growing from small-scale artisans into the international fragrance brand it is today, its pioneering presence is felt in our stores and websites, travel retail, luxury department stores and the most esteemed hotels around the world.

Expertly blended in London, Molton Brown’s signature fragrances, bath and shower gels, home and hand care luxuries have claimed iconic status. Kao and Molton Brown have a passion for integrity, for craftsmanship, for artistry and for giving our consumers the ultimate, quality experience.

About the Role

Fixed-term contract, Customer Experience & Operations Consultant: 16-weeks from September to the week commencing 21 December. This role combines delivering outstanding customer experiences with identifying and implementing operational improvements. By building trust through engaging interactions and enhancing processes, the Consultant will help strengthen customer satisfaction, loyalty, and advocacy, contributing to overall business success.

What you will do: 

• Manage escalated customer interactions across all channels (including social media), ensuring adherence to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and the company's tone of voice. Adapt seamlessly to changing priorities and demands, demonstrating advanced objection handling and problem-solving.


• Facilitate the efficient processing of customer returns, refunds, and manual fraud reviews, reporting any suspicious activity to the Line Manager to support fraud prevention efforts.


• Maintain accurate customer records in the CRM system, ensuring compliance with GDPR standards.


• Develop and maintain product/campaign -specific FAQs with approval from the Line Manager and internal copy team. 


• Responsible for logging, addressing, and resolving customer & product  feedback to enhance the customer experience. Contribute to business reporting efforts by highlighting key trends


• Propose innovative customer care strategies and assist in implementing new processes.


• Collaborate on project assignments to support new initiatives within the Customer Experience, Operations, and Digital Teams. Post-launch, provide feedback to the Line Manager regarding successes and areas for improvement.

What you will need: 

• GCSEs and A-Levels (or equivalent) required.


• Proficient in Microsoft Office applications.


• Experience with SAP OTC is desirable.


• Knowledge of data analysis, visualisation, and reporting tools would be advantageous.


• Previous experience in a customer service or operations role, ideally within the luxury retail sector.


• Demonstrated ability to resolve customer complaints with professionalism, supported by excellent written and verbal communication skills.


• Capable of managing objections and navigating challenging situations effectively while maintaining a customer-focused approach.


• Familiarity with social media management platforms and analytics tools to monitor engagement and evaluate customer interactions.

#LI-DT1