Customer Experience and 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 RoleFixed-term contract, Customer Experience and Operations Consultant: 16 weeks from 7th September - 24th December, with some weekend work where required. 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 ..... full job details .....