For over 35 years, Aesop has carefully cultivated an inspiring and inclusive environment in which our employees are supported and encouraged to thrive. As a global retail organisation, we offer professional development and advancement opportunities to complement career goals and aspirations.

We aim to strike the right balance between people, planet and profit, actively reducing our footprint on the planet that generously sustains us. So far, this journey has led us to become a certified B Corp. We are committed to building a more sustainable and inclusive society.

Role Purpose

Aesop are seeking a dynamic and passionate Retail Application Support Team Lead to join our Retail Application Support team operating with a hybrid working pattern, based at our global head office in Collingwood. Leading the Retail Application Support Team, you will ensure the effective functioning of Aesop’s retail systems and applications. Working with the team to provide administration, configuration and support of critical retail systems, applications and hardware supporting physical and online retail operational functions across Aesop globally. You will play a proactive role in improvements of existing retail systems and deployment of new systems globally.

Key responsibilities (not limited to)

• Deliver effective strategy and planning to ensure the Retail Application Support Team delivers comprehensive application support methods and processes,

• Assist Application Services Manager and Product Managers in ensuring that both physical and online retail and retail-supporting applications meet business needs, fulfil end-user requirements, and are free from system problems or issues.

• Work with users, colleagues and third-parties to identify and deliver improvements to Aesop’s retail systems

• Lead the Retail Application Support Team to ensure comprehensive 2nd-level support for Aesop’s retail systems

• Manage incidents, problems and changes through Aesop’s Service Desk system, including management of support tickets escalated to other vendors.

• Working with colleagues, monitor retail system performance and availability, and rectify any issues.

• Implement and configure production systems and applications supporting physical and online retail operations

• Provide training across the Technology Team on new and existing retail systems.

• Share knowledge of Aesop’s retail systems with global Service Desk teams, to empower those teams to better support retail systems.

• Ensure retail system documentation and procedures are maintained and kept up to date.

• Provide non-technical documentation to retail operations teams to assist with the education of retail staff.

What we are looking for

• Bachelor’s degree or equivalent in Information Systems, Technology, Computer Science, or Engineering, or similar experience in an Application Support Team Lead role.

• Experience in leading and motivating teams of IT professionals.

• Proven application support experience, including administration and configuration of software applications.

• Experience maintaining and administering Point of Sale systems, with Cegid experience preferred.

• Experience maintaining and administering retail payment systems.

• Experience with systems-improvement projects including deployment of upgrades or new packaged software solutions.

• Ability to communicate ideas in both technical and user-friendly language.

• Excellent listening and interpersonal skills.

• Strong customer-service orientation

What’s on Offer
We take a holistic approach to employment, promoting professional development, career, employee wellbeing initiatives and encouraging deep connections with the local community through the Aesop Foundation, volunteering and matched giving programs. Employee benefits include:

• Flexible, hybrid working pattern - we balance office-based in-person collaboration with remote working

• Generous product discount allowance and bi-annual complimentary product allocation

• Home office set-up reimbursements

• Paid volunteering allowance for all employees

• Short term incentive bonus programs to reward performance for applicable roles

• Complimentary access to LinkedIn Learning to aid in personal development

• Access to employee assistance programs and complimentary subscription to Headspace mindfulness app

• Team lunches, sponsored social clubs, team events, and celebrations

Aesop is committed to attracting, developing and retaining the very best people by offering a creative and inclusive workplace where talent is truly recognised and rewarded. We are committed to promoting inclusion for all with the belief that diversity, inclusion and belonging plays an important role in the success of our organisation. We actively encourage everyone to consider becoming a part of our journey.

If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please contact our TA team on talentacquisition@aesop.com