How Lush made high-volume seasonal hiring more consistent
Retail
Centralized
visibility on all candidates
100+
locations supported
Strengthened
hiring manager adoption
Executive summary
Lush is a global cosmetics retail brand with a strong ethical mission, operating over 100 retail, manufacturing, and office locations across the UK and Ireland. The company needed to hire hundreds of seasonal staff for peak retail periods while maintaining the brand experience that attracts candidates who are already loyal customers. Lush's previous ATS was clunky and didn't integrate with job boards, leaving hiring managers to work around the system. By implementing Pinpoint on a tight timeline, Lush improved consistency across locations, made the hiring process intuitive for managers, and delivered a better candidate experience without sacrificing autonomy.
Industry
Retail
About Lush
Lush is a global cosmetics retail brand founded on ethical principles and environmental responsibility. The company operates over 100 retail, manufacturing, and office locations across the UK and Ireland, employing hundreds. Lush hires for diverse roles from hairdressers to mechanical engineers to color buyers. The company's candidates often overlap with its customer base, making candidate experience and brand perception critical to success.
Why Pinpoint?
Lush's previous ATS was outdated, clunky, and didn't integrate with major job boards, limiting candidate volume. The careers site didn't reflect the modern, innovative feel of the brand. Hiring managers didn't trust the system, so they worked around it using Google forms, paper applications, and emails, leading to inconsistent candidate experiences. When holiday shopping picked back up and the company needed to hire aggressively for the Christmas rush, it became clear they needed a new system. Pinpoint offered fast implementation, a modern careers site, integrations with job boards, and the ease of use that would encourage manager adoption.
“It’s been really lovely using Pinpoint to align things a bit more. Across the board now, all of our candidates are getting a more similar experience, and the communication they’re getting is much stronger.”
Adam Barnes
UK&I Retailer, Lush
Use Case
1
Making the hiring experience customer-like
The challenge
Lush's best candidates are loyal customers who already love the brand. But the hiring experience was clunky and uninviting. The old ATS didn't bring in enough candidates because it wasn't connected to job boards. The careers site felt outdated. And hiring managers had so little confidence in the system that they worked outside it, creating inconsistent and confusing experiences.
The solution
Pinpoint helped Lush launch a beautiful, on-brand careers site that feels modern and innovative. The platform integrates with major job boards, instantly improving visibility and candidate volume. And it's intuitive enough that managers embrace it without hesitation, reducing the need for manual workarounds. With Pinpoint's support during implementation, Lush was able to roll out the system quickly and train managers to use it effectively.
Built
a branded careers site
Increased
candidates via job board integrations
Strengthened
hiring manager adoption
That was the boiling point of, we really have to get a better tool to make sure we have the best Christmas.
Billy Brickell
Talent Manager, Lush
Use Case
2
Bringing consistency and structure without constraining local teams
The challenge
Lush has 100+ locations with different hiring needs. A small community store doesn't need the same process as a flagship location on a major high street. But without consistency, candidates get very different experiences depending on which store they apply to. Hiring managers in some stores work the old way while others try to use the system, creating chaos and inconsistent candidate journeys.
The solution
Pinpoint gives the team structure and consistency while allowing flexibility for local needs. The platform provides a baseline hiring process that all locations follow, but managers can customize elements like application questions to match their store's requirements. For example, a flagship location might ask different interview questions than a smaller store. This balance of structure and autonomy means all candidates get a professional, consistent experience, but managers still feel they have agency.
Increased
consistent candidate experiences
Developed
local autonomy within a global framework
Aligned
communication across candidates
While we still want to have some autonomy within all of our shops, it's been really lovely to use Pinpoint to start to align things a bit more. So across the board now, all of our candidates are getting a more similar experience and the communication they're getting is much stronger.
Adam Barnes
UK&I Retailer, Lush
Use Case
3
Improving collaboration within the talent team
The challenge
With high-volume seasonal hiring, one person might handle a candidate at one stage and another person at the next. Without a central record, team members don't know what's already been discussed. This means candidates get asked the same questions twice, or promises are forgotten. Holiday cover is chaotic because no one knows what's happening with each candidate.
The solution
Pinpoint's candidate profiles are a central hub. Every message, note, and decision is logged in one place. The whole team can see the candidate's history and current status in real time. This is especially valuable during holiday cover when different people handle candidates throughout their journey.
Centralized
visibility on all candidates
Zero
duplicate questions or broken promises
Simplified
holiday cover with live hiring visibility
Before it would take 10 conversations back and forth on chat to find out what's going on. But now you can go into the system and know what's happening straight away.
Karen Blackburn
Head of Talent and Global Mobility, Lush
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Love for Pinpoint
“Everyone instantly saw how much better Pinpoint was. And the feedback we've had is that people say it looks nice, and very, very easy to use.”
testimonial
“We want to be the employer of choice, and having Pinpoint on board is going to help us achieve that.”
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“We no longer do anything outside Pinpoint. All correspondence is visible in one place, and we've been amazed by the speed of candidates' responses. It's like a new world to us.”
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“One of the most valuable aspects of Pinpoint for us has been the richness of data it provides. Where we previously had a more limited view of the hiring landscape, we now have clear, actionable insights that allow us to make confident, informed decisions.”
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“I've been using Pinpoint for 2 weeks and can already see the benefits of this excellent software.”
“As a system, I really do think it's excellent. It makes sense, it flows, it's nice to look at. It doesn't feel like work.”
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