Customer Experience Manager US
Beauty Pie, United States
Job Description
Who we are
We are the disruptors of the beauty industry. Our aim is simple: provide beauty and health lovers the highest quality health and beauty products, made by the world’s best laboratories. As the first luxury beauty buyers’ club, our products are sold directly to our members without the prohibitive industry mark-ups.
Technology powers everything that we do, and contributes to making our business model unique. We are building a unique shopping experience across every digital channel to deliver a world class service for our growing numbers of customers.
We are changing the traditional game by setting new rules. We are looking for people that are not afraid to dare, and are passionate about change, as much as we are. At Beauty Pie, we are not about exclusivity or privilege; we are about empowerment, self-worth, and teaching members that they deserve ‘a bigger piece of it’, even if all starts with a lipstick.
The role
It's not very often you get an opportunity like this: We'll be asking for your input, guidance, experience, teamwork, ideas, and camaraderie, and we’ll navigate together the unknown, the mysterious and the upside!
This is an incredibly exciting opportunity to join the Customer Experience team. On a day to day basis, you will be responsible for:
- Managing the US Customer Experience team remotely (5 heads in EST time zone and 2 heads in PST)
- Support the UK Managers and Team Leaders with the daily running and operation of the Customer Experience team
- Collaborate in setting KPIs for the team and ensuring individuals within the US team are meeting these targets
- Present and feedback regularly to the wider business with regards to the ‘customer voice’ and US updates
- Create, maintain and update team statistics dashboards to ensure that team reporting is kept up to date
- Being the key-stakeholders for customer escalations within the US department and supporting the team responses
Requirements
Role Profile
We believe it's all about mindset, great skills and attitude and a fantastic work ethic being key. We’re a high-performance, open and honest team, and we’re democratising beauty, and changing the world. If you’re one of us, excited about the opportunity, and you’re really good at what you do (even if you don’t tick all the boxes) apply anyway! *
*The stated experience and background is a guide and does not preclude applications from candidates with more or less experience, provided the requisite skills can be demonstrated.
- Previous experience of managing a large team - managing remote teams would be advantageous
- Experience of and ability to help resolve customer related issues
- Excellent analytical skills, with particular focus on reporting
- Experience setting team goals and objectives and reviews
Benefits
As always, there are a few perks
- Free Membership to Beauty Pie
- Private Medical Insurance
- 401k Scheme
- Perkbox (our fantastic online benefits platform which offers discounts on everything from gym memberships, eating out, cinema tickets and holidays)
- team events and social evenings organised by our fantastic social committee even from the comfort of your own home
- work laptop
So, what are you waiting for? Apply now for a chance to be part of an inspirational and talented team.
Beauty Pie is an equal opportunity employer. The company will not unlawfully discriminate on grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership .