Consumer and Shopper Engagement
Just imagine making LEGO® fans smile
That’s what our amazing customer service team does every day! We help by answering questions, solving issues and embodying the LEGO Group brand values. Whether it’s making sure gifts arrive on time, helping build a challenging section of a new set or showing fans how to turn a tiger into a koi fish, we’re here to help!
There are 600 of us in five global locations. Together, we make sure that every experience and interaction our consumers have with the LEGO Group is a positive one.
Can you imagine being able to solve problems and make people smile on a global scale?
Then come and do it for real!
By championing consumers and delivering incredible customer service worldwide, we ensure that we’re staying true to our mission - to inspire and develop the builders of tomorrow.
By building deep relationships with customers and providing support over phone, email, webchat and social media.
By attracting digitally savvy, multilingual people, our teams reflect the diverse world we live in. Hundreds of people that started in Consumer and Shopper Engagement are now working across many different roles within the LEGO Group.
Who we’re looking for
There are all kinds of ways to help here. We have roles in everything from planning, forecasting and quality analysis to team leaders, operations managers, advisors and digital engagers. If you’re energized by our values, we want to hear from you.
We’re based across five locations around the world. There’s everyone from advisors who’ve just completed university and are starting their careers, to more experienced colleagues who’ve joined from other organisations or industries. We all have different backgrounds and skills, but we work together to make sure fans get the help they need. We’re united by our love of building, a shared belief in the benefit of play and a strong desire to be part of a unique culture that celebrates diversity, creativity, curiosity, and imagination.
Customer Service Advisor Amina cheers up every customer she speaks to. She loves sorting out their issues and finding creative ways to help them bring their biggest LEGO-build ambitions to life. She also loves the amount of trust we put in her to go above and beyond to do amazing things for our fans.
For Hamy – her ability to communicate with all kinds of people makes all the difference. "A while ago, I received a call from a customer who only spoke a little English. He couldn’t express himself and was getting upset. But when I heard him speak with his family in Cantonese, I switched to Cantonese immediately and we sorted everything out. He went from stressed to happy so quickly – it was wonderful.”
Digital-expert Kevin has the uncanny ability to put himself in his customers’ shoes – seeing their challenges from their point of view, and then finding the perfect answer. Digital is where he really shines. He can unpick any tech problem that comes his way. And he manages to make it fun, too.
Natural explorer Lydia is one of our Customer Service Advisors. She stops at nothing to find answers for her callers, no matter what the challenge is and where in the world they are. Her favorite thing about being part of our team? Being able to bring her whole self to work every day.
For Tyler it’s all about the customer experience and his ability to follow up and resolve queries quickly.
“I follow through on my cases from the beginning to the end until it is resolved to the customers satisfaction. Maintaining a positive tone and regular communication helps to ensure the consumer has a positive experience”
Helmy provides incredible customer service with a personal touch.
"I care a lot about getting it right. I listen, I empathise and I help. I always aim to be super fun, reliable, knowledgeable and engaging. And I love the feeling when I’ve helped someone."
Edward knows everything there is to know about pop culture. He’s a serious LEGO expert too. And he combines these two powers to help fans of every age. Whether he’s locating a missing package or helping a caller find the ideal gift, he won’t stop until he’s sorted it out.
Claudia attributes her ability to ease any tension she may face on a call. "I'll choose fun as my superpower. Sometimes when I'm feeling too intense in a case I might get a little too formal in my communication with a customer, so by having a fun tone of voice it helps me get closer to our consumers and makes them feel at ease and supported "
No one loves LEGO sets more than mega-fan Nelson. And it’s this passion that makes him the perfect Customer Service Advisor. He spends all day web-chatting and DM-ing with fellow fans – sorting out their problems and making sure everyone who gets in touch with us leaves happy
Maria, has the power to make every customer experience a positive one with a passionate team supporting her. “This is the company and team with the most supportive people I have ever worked with. There are always resources and people available when you need extra support. I love working with people of all backgrounds and ages – I learn so much from the people around me.”
Wherever you want it to be there are loads of opportunities here to build your career within CSE and the wider LEGO Group. You could move into an analytical, training or even a leadership role or develop into a product owner in our digital team. Amazing things are possible here, just ask our team’s Global Senior Director – she started as a Team Leader 20 years ago!
We set you up for success with an awesome onboarding experience
We’ll give you the tools you need to succeed. Onboarding will cover all the product, system and customer support knowledge you’ll need to provide an awesome experience for our fans.
There’ll be lots of training and development opportunities
You’ll learn every day, through on-the-job shadowing, classroom training and both self and guided learning with LinkedIn Learning.
You’ll be supported with an environment of trust and autonomy
We understand that everyone works differently, so we adapt our ways of working to ensure success for all our team members. We create a caring environment where people feel included, respected and valued.
Follow the LEGO Group
Follow the LEGO Group on Glassdoor to check out our awesome rating and discover more about what it’s like to work here, and be kept up to date with new job opportunities, careers events, and the LEGO Group news in your area(s) of interest.