Lush Fresh Handmade Cosmetics North America

• Creating, delivering or co-hosting inspiring in-person training experiences around UK&I. • Ensuring training has a lasting impact through follow-up, shop visits and collaboration with wider teams. • Coordinating the creation of, or creating, maintaining and sharing engaging product and brand training in the formats that are most effective for the subject matter. • Consulting with Inventors and Category or Subject matter experts to determine the key messages for training & the best training plan. Bringing to this learning expertise and guidance, and the customer needs. • Creating, delivering or co-hosting virtual training sessions for colleagues across the business. • Responsible for the quality and consistency of this work, ensuring high standards for staff and therefore customers. • Actively developing understanding of product, brand and service training needs, and impact of what’s being delivered, by monitoring sales data, maintaining awareness of trends and insights, speaking regularly with retailers and managers, and through shop visits. • Sharing experience and skills to support the development of peers.

• Generate new and seasonal product sales forecasts for UK Retail to review, using historic and future demand trends. • Support the translation of sales to purchases with provision of initial allocation, waste and tolerance assumptions as well as suggested phasing. • Work with the UK&I Retail team to review and produce realistic forecasts, helping them to understand the impact of final forecasting positions. • Highlighting possible impact to all year round (AYR) product sales where relevant. • Working with UK&I Finance Business Partner and wider finance teams, ensuring alignment with financial forecasts, and highlighting potential variances for discussion with stakeholders. • Collaborate with UK&I Retail and Brand Teams, alongside the Commercial Analyst, to analyse and interpret market trends, ensuring that demand signals and upcoming strategies are accurately reflected in product forecasts. • Continuously work on process improvements to increase forecast accuracy and optimise launch timelines. • Maintain understanding of current retail operations, visual merchandising standards and shop product quality to enhance product forecasts and understand sales and ordering trends. • Track, adjust and report on each forecast by arranging and facilitating regular review meetings, ensuring all relevant parts of the business are represented and accountable. • Provide stakeholders with a summary of each review, including changes to forecast, financial impact and ongoing strategy. • Maintain organised and accurate records of all new and seasonal product forecasts contained within the Central Forecasting Team drive. • Create pack size recommendations for UK manufacturing based on the forecast that is suitably sized to allow flexibility to all shops within the UK and Croatia supply chain. • Collaborate with the Product Operations Lead and UK&I Retail in areas where your role, experience and skills directly support team and company goals. This could include: providing ad hoc analysis, peer and manager development, or contributing to larger projects, for example. • Create and maintain seasonal archives for new ranges, to be utilised by the wider forecasting network. • Provide feedback and product insights to a network of global forecasters through new product samples and from information gathered via product launch channels and operational meetings, to assist global forecasts.

• Assisting Customers: Provide prompt, accurate assistance by actively listening, resolving inquiries, and sharing information about our products, campaigns, services and business practices through our communication channels. • Complaint Resolution: Handle complaints with empathy and active listening whilst working with retail and internal teams to find professional and timely solutions that satisfy our customers. • Driving Sales: Use your passion for the brand, Lush products and ethics to guide customers through consultations, helping them make informed decisions that drive growth. • Maintaining Records: Keep customer interactions and contact details up-to-date to ensure we provide personalised and efficient service every time. • Data Privacy: Treat all personal data with respect and security. Adhere strictly to PCI compliance and privacy laws, completing annual training to keep our customers safe. • Processing Requests: Efficiently manage orders, returns, and requests, ensuring all systems are updated for timely fulfillment. • Daily Operations: Support the smooth running of the department by assisting with refunds, reviews, fulfilment and other essential daily tasks, working alongside other departments. • Collaboration: Work closely with Digital, Tech Support, Digital Fulfilment, Manufacturing, Stores, Reg Affairs and global teams to escalate issues and provide the best possible solutions. • Professionalism: Embody Lush values and guidelines in every interaction, ensuring a positive 5-star journey for everyone. • Leading by Example: Set the standard for passion and ethics within the department through your daily actions and behaviours.

• Support localisation for labels, signage, digital platforms, newsletters, and campaigns. • Manage and proofread translations for accuracy and quality. • Adapt and transcreate customer-facing copy, including wordplay, humour, and cultural references, to ensure it feels natural and engaging in Polish while staying true to Lush’s tone of voice. • Checking ingredient information for accuracy and compliance where needed. • Understand and apply legal restrictions, such as the Green Claims Act. • Localise external brand communications (e.g., newsletters, campaign toolkits, social media, Lush Times). • Collaborate with the Digital Team for SEO-optimised copywriting. • Coordinate with buying teams and creatives to keep product information up to date for staff and customers. • Work closely with the Artworker/Translator counterpart on shared translation and localisation projects to ensure consistency in tone, terminology, and quality. • Adapt global artworks for local print processes, ensuring brand consistency. • Proof check artwork before printing. • Handle orders and liaise with external printers. • Occasionally, create locally relevant on-brand artwork using Adobe Creative Cloud. • Manage assigned projects with proactive communication. • Coordinate artwork/translation deadlines with stakeholders (e.g. shops, printer, digital).

• Manage enquiries from customers in a variety of channels, including email, phone, messaging, reviews and more. • Assist with investigation and resolution of all customer concerns, ensuring that each customer is satisfied with the outcome. • Receiving and handling complaints from Customers regarding Product issues or experiences. • Maintain an accurate record and log of all correspondence, discussions and resolutions. • Ensure positive customer experience throughout the business by identifying trends, resolving issues and exceeding customer expectations. • Liaise with stores to ensure that the Customer Care process is being followed with the ultimate goal to ensure every customer walks away happy with their issues resolved. • Maintain a deep understanding of our ingredients, products and their effect. • Support in the creation of reports on Customer trends for various departments and teams • Other responsibilities as needed from time to time - we work as a team!