Customer Experience Manager

We’re Beauty Pie - the world’s first luxury beauty and wellness buyers’ club - and we’re disrupting the beauty industry one product at a time. This is an exciting opportunity to join our Member Happiness leadership team as a Customer Experience Manager. You’ll play a critical role in ensuring our customer service operation runs smoothly day to day across the Member Happiness team, balancing people leadership, operational excellence, and data‑driven decision making. This role is ideal for someone who is already operating at a high level in CS Operations, enjoys being close to the detail, and wants to continue developing their impact as the business scales.

Member Happiness is the only team in direct contact with our members, making it the living expression of the Beauty Pie brand. As Customer Service Manager, you’ll be central to ensuring that as we scale, we do so with operational excellence, consistency and care. Your work will directly influence how customers experience Beauty Pie – not just in individual interactions, but in how reliable, thoughtful and effortless our service feels every day.

Job Requirements

• Proven experience in Customer Service Operations, with experience managing teams in a fast-paced environment in a hybrid working environment.
• Strong experience running day‑to‑day service operations, including scheduling, capacity planning and performance management.
• High data fluency – comfortable working with dashboards, operational metrics and performance analysis to inform decisions.
• Confidence in working with customer service platforms and workflow tools (e.g. Zendesk, Gorgias or similar).
• Experience supporting or delivering operational change, process improvement or tooling evolution.
• Comfortable operating across multiple regions or time zones (UK / US experience is a plus).
• Proactive, solutions‑oriented mindset with the ability to stay calm and focused in a scaling environment.
• Empathetic people leader who balances commercial outcomes with a strong customer lens.
• Clear, confident communicator who can adapt their style for different audiences.

Nice To Haves

• Experience in DTC, ecommerce, beauty or wellness.
• Exposure to AI, automation or self‑service initiatives within customer service.
• Experience working with external service partners (BPOs) or vendors.

Job Responsibilities

• Own the day‑to‑day running of customer service operations across email, chat, reviews and other channels – ensuring teams are well‑resourced, productive and delivering consistently high‑quality experiences.
• Lead on workforce planning activities including forecasting, scheduling, rostering and capacity management to support service levels and business growth.
• Design, implement and continuously refine operational processes, workflows, playbooks and best practices that help teams work efficiently and consistently.
• Use data and performance insights to monitor KPIs, identify trends, surface risks and opportunities, and recommend improvements.
• Build and maintain operational dashboards and reporting to support decision‑making and performance conversations.
• Act as a key operational partner to teams across Product, Tech, Marketing and Operations, ensuring customer experience considerations are embedded into launches and initiatives.
• Support the management of external partners or BPOs, ensuring service quality, alignment with brand standards and smooth collaboration with in‑house teams.
• Act as an escalation point for complex or sensitive customer cases, resolving issues with empathy, judgment and clarity.
• Coach, support and develop team leads and frontline managers, fostering a culture of accountability, continuous improvement and customer‑first thinking.

Your piece of the Beauty Pie

• Hybrid working with 3 days in the office in central London.
• Free membership to Beauty Pie+ and 30% off our products.
• Pieshares – all employees receive stock options.
• 25 days holiday & your birthday off.
• Flexible bank holidays.
• Equal leave for all new parents regardless of gender or personal circumstances.
• Private Medical Insurance.
• Menopause support.
• £2,500 to spend on your fertility journey after 2 years of service.
• 10 therapy sessions through AXA PPP.
• Access to mental health support through Spill.