Lush is a global cosmetics manufacturer and retailer famous for its commitment to animal welfare and environmental values. Its handmade approach gives it a unique niche in the highly competitive cosmetics sector in which sustainability has become an increasingly important factor.
As part of its pioneering approach to cosmetics, it is pursuing a digitally led strategy to connect with customers.
With the transition to online shopping accelerating during the Covid-19 pandemic from 2020, Lush relaunched its website in partnership with Saleor in June 2021. This has allowed it to introduce a 24 hour live-chat function, improved search optimisation and provide exclusive information on new products.
It has also rolled out its augmented reality product identification tool, known as Lush Lens, to its iOS and Android apps.
Lush has invested in service-oriented architecture to speed up the implementation of new features and releases and continues to invest in technology for its remodelled and relocated stores.
The retailer operates just over 100 stores in the UK, but globally there are around 800. Half of its international stores are operated under licence or in joint ventures.
Impacted by the pandemic, sales reduced sharply in the year to end June 2020 (FY2019). UK sales came in at just over £130m, but group sales stood at £438m and total brand turnover – including sales made through joint ventures and licensees – were just over £800m.
Innovation rating: 3.5