Consumer Response Supervisor - London

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Date: 23-Dec-2020

Location: London, LND, GB

Company: Shiseido



The Consumer Response Supervisor manages the DTC UK & France team with all aspects of Direct to Consumer orders & related queries.  Acting as the point of escalation for all consumer response escalated by 3rd party consumer response provider.  Relationship with first line consumer response team to enable seamless flow of information for consumers of Shiseido Group Brands UK&I.





At Shiseido, we believe that beauty has the power to change the world. It stirs emotions, instils confidence, and gives life to infinite possibilities. In an ever-changing global environment, we keep our fingers on the pulse to perceive and respond to people’s profound need for betterment. We constantly challenge the misconceptions of today for a more beautiful tomorrow. And whether it’s new concepts, new ideas, or the new values we contribute to society – we never stop innovating. We strive to create a better world through beauty innovations. A world where people live in happiness, and beauty is limitless, loving and alive.


Founded in 1872 in Japan, Shiseido is one of the top leading cosmetics companies in the world. We are  operating in about 120 countries with 46,000 employees of 70 nationalities. We offer a unique selection of skin care, makeup and fragrance resulting in over 1 trillion yen of net sales in 2018.


Shiseido EMEA is Shiseido's Regional Headquarter for the Europe, Middle East and Africa (EMEA) region. Representing a workforce of 4,000 employees in 88 countries, Shiseido EMEA is covering worldwide activities for fragrance brands (Alaïa Paris, Dolce & Gabbana, Elie Saab, Issey Miyake, Narciso Rodriguez, Serge Lutens, Shiseido fragrances and Zadig & Voltaire) as well as business and distribution of Shiseido group brands (BareMinerals, Buxom, Clé de Peau Beauté, Laura Mercier, NARS and the brand Shiseido). Shiseido EMEA is home to the Center of Excellence (CoE) for Fragrance. The Center uses Shiseido’s acclaimed scientific methods and innovative technologies in creating new and unique fragrances for the global market.


Shiseido UK & Ireland is currently the largest affiliate in the EMEA region with a team of circa 1200 based in stores across the country, 50 working in field based roles and some 150 individuals in office based roles at the Adelphi Building, just off the Strand in the heart of London’s West End. With a portfolio of 11 brands in the UK, our first strength is make-up with our market share at number 4 in the UK with our NARS, Laura Mercier, and bareMinerals brands. We are also growing fast in fragrance with brands such as Dolce & Gabbana, Issye Miyake and Narciso Rodriguez as well as winning market share in Skincare with Shiseido and the recently spectacular launch of Cle de Peau Beaute in Harrods. In 2021 we will be integrating our new promising Drunk Elephant acquisition.


In 2019 we grew by +10.1% in a flat market, bringing in new customers and driving loyalty to our brands. Our clients include high-street retailers such as Department Stores, drugstores & chains as well as online pure players and specialty stores. We also have 8 boutiques and 3 direct e-commerce websites.




  • Fully support the DTC team in ensuring that all aspects of Customer Service are performed to a high standard. In particular:
  • Build strong internal relationships
  • Actively contribute as a key team member within specialist area, as well as through effective participation across all functional areas
  • Motivate & develop a high performing team
  • Receive escalated issues from first line consumer response provider by various medium (call, email, fax, post etc)
  • Handle all consumer reaction queries (escalated via 3rd party) ensuring appropriate risk mitigation.
  • Reporting on all consumer contact across Shiseido Brands for UK & I market, identifying trends and supporting corrective action to prevent reoccurrence.
  • Providing 3rd Party first line consumer response team advance notification of any promotional activity / any anticipated increased volume of contact for any reason.
  • Providing 3rd Party first line consumer response team information pertinent to expected consumer calls i.e. quality challenges etc
  • Supports consumer returns
  • Ensures consumer response metrics are met & report KPIs & metrics to Senior Customer Operations Manager





  • Significant consumer contact experience essential, preferably in a cosmetics/ fragrance environment.
  • Good communication skills.
  • Conflict resolution, ability to deal with customer complaints in a diffusive, apologetic manner
  • Relationship management.
  • Confident communicator.
  • Team focus: Ability to work within & contribute successful & high performing teams.
  • Ability to track KPI’s, interpret data, spot trends and suggest solutions
  • Basic to intermediate MS Office skills – in particular Excel
  • Experience of using direct to consumer order management systems
  • Maintains interest, confidence & enthusiasm
  • Takes full personal responsibility for making things happen within own area of control, where parameters are clearly defined
  • Demonstrates a high level of determination and persistence.
  • Is highly committed to achieving quality standards.
  • Displays high levels of enthusiasm and energy, including a sense of urgency when appropriate. 
  • Manages resources and tasks in a timely and economic fashion that takes into account changing priorities and deadlines. 
  • Consistently suggests new ideas and new approaches to improve business.
  • Explores new ways to improve processes and productivity.
  • Demonstrates an ability to think about situations in new ways.
  • Actively seeks the input and opinions of others.


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