Customer Experience Manager

Beauty Works retails luxury hair solutions, including ready to wear clip\-ins, semipermanent professional extensions and exclusive collaborations. Our hair extensions, aftercare products and electrical stylers have earned recognition amongst the beauty press and up and down the red carpet. Beauty Works operates internationally to both to salon professional and directly to consumers and is owned by a Beauty Industry Group based in Salt Lake City and has the largest share of the hair extensions market in the world. **Job Summary** The Customer Experience Manager is responsible for leading the Customer Experience team, delivering exceptional service across both trade and retail channels. Acting as a key representative of the brand, this role focuses on building strong customer relationships while ensuring every interaction reflects quality, care, and expertise. The position involves supervising and developing a team of Customer Experience Executives, driving performance, and fostering a customer\-first culture. The Customer Experience Manager plays a critical role in enhancing the overall customer journey, ensuring clients feel confident, supported, and inspired throughout their experience. **Role Outline \& responsibilities** * Lead, motivate, and develop the Customer Experience team, providing ongoing coaching, guidance, and performance management * Oversee daily customer service operations across all communication channels (phone, email, chat, and messaging) * Manage and resolve escalated customer queries and complaints with professionalism, empathy, and efficiency * Drive a customer\-centric culture that strengthens brand loyalty and satisfaction * Monitor team performance and key service KPIs, identifying and implementing continuous improvements * Support recruitment, onboarding, and training to build a high\-performing team * Collaborate cross\-functionally with internal departments (e.g. sales, operations, marketing) to improve the customer journey * Ensure adherence to company policies, service protocols, and brand tone of voice * Analyse customer feedback and trends to identify opportunities for service enhancements **Key Skills** * Proven experience in a customer experience or service centre environment, ideally within beauty, fashion, cosmetics, or a related industry * Previous leadership or supervisory experience, with a strong focus on coaching and team development * Strong background in complaint resolution and delivering solutions that build trust and confidence * Excellent telephone, written, and interpersonal communication skills * Strong IT proficiency; experience with Zendesk is advantageous * Experience or knowledge of hairdressing or hair extensions is preferred * Ability to make sound, independent decisions within established service frameworks * Flexible availability, including weekends and occasional overtime * High energy, positive mindset, and a genuine passion for delivering outstanding customer experiences