Naomi started her career in Patient services and Practice Management in the NHS. Joining Lush in 2011, she became Manager of the Customer Care team in 2015 and after building on the bare bones usage of Zendesk in the UK, rolled out the system to 21 other teams globally over the next 5 years.

Sonya joined Lush in 2007 as the Manager of the iconic Poole Store, the first Lush shop.  A few years later the first Lush Spas opened within the store and Sonya had the pleasure of managing this alongside the store . After 5 years Sonya moved on to start up the People Experience team giving guidance and support to all areas of the business on people matters.  From this she progressed to working alongside the Spa Training team.

Naomi and Sonya came together in 2016 to co-manage the UK&I Customer Care team. Over the next few years they have been able to develop and grow the Customer Care team within the business, collaborating with all areas of the business whilst ensuring the teams give the five star customer service our customers expect.

Together we have seen the teams grow from being isolated in their local markets to a global department that communicates, collaborates and supports each other. The more we got to know our sister teams across the business, the more we realised how important it is to have support from people who have the same daily challenges.

In January 2022 we officially became a global department. We have the privilege of leading 21 teams collaboratively, so that wherever a customer encounters the Lush brand, we can be confident that they will get the same excellent and compassionate service.