At a Glance
- Tasks: Lead and inspire the Customer Experience team to deliver exceptional service.
- Company: Join Beauty Works, a leader in luxury hair solutions with global recognition.
- Benefits: Competitive salary, career development, and a vibrant work culture.
- Other info: Dynamic role with opportunities for growth and collaboration across departments.
- Why this job: Make a real impact on customer experiences in the beauty industry.
- Qualifications: Experience in customer service and leadership, preferably in beauty or fashion.
The predicted salary is between 30000 - 40000 £ per year.
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 salon professionals and directly to consumers and is owned by a Beauty Industry Group based in Salt Lake City, having the largest share of the hair extensions market in the world.
The Customer Experience Team 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 Team 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.
Customer Experience Team Manager in Cheadle Hulme employer: Beauty Works
Beauty Works is an exceptional employer that prioritises a vibrant and supportive work culture, fostering employee growth through continuous training and development opportunities. Located in the heart of Salt Lake City, our team enjoys a dynamic environment where creativity and passion for beauty thrive, alongside competitive benefits and a commitment to excellence in customer service. Join us to be part of a leading brand in the luxury hair solutions market, where your contributions directly impact customer satisfaction and brand loyalty.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Manager in Cheadle Hulme
✨Tip Number 1
Get to know the company inside out! Research Beauty Works, their products, and their customer service ethos. This way, when you land that interview, you can show off your knowledge and passion for the brand.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips about the company culture and what it takes to succeed in the Customer Experience Team Manager role.
✨Tip Number 3
Prepare for situational questions! Think of examples from your past experiences where you've led a team or resolved customer complaints. This will help you demonstrate your leadership skills and customer-centric mindset during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at Beauty Works.
We think you need these skills to ace Customer Experience Team Manager in Cheadle Hulme
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let your enthusiasm for customer service shine through. We want to see how you connect with customers and create memorable experiences, so share specific examples that highlight your passion and expertise in this area.
Tailor Your Application:Make sure to customise your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love seeing candidates who take the time to align their background with what we're looking for, especially in areas like team leadership and complaint resolution.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on communicating your relevant experience effectively. This will help us quickly understand why you're a great fit for the role.
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures that your application gets to the right place and allows us to process it efficiently. Plus, it’s super easy to do!
How to prepare for a job interview at Beauty Works
✨Know the Brand Inside Out
Before your interview, dive deep into Beauty Works' products and values. Familiarise yourself with their luxury hair solutions and recent collaborations. This knowledge will not only impress but also show your genuine interest in the brand.
✨Showcase Your Leadership Skills
As a Customer Experience Team Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully coached team members or resolved conflicts in the past. Highlighting your leadership style will be key!
✨Prepare for Customer Scenarios
Expect questions about handling customer complaints and queries. Think of specific situations where you turned a negative experience into a positive one. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Emphasise Your Passion for Customer Experience
Let your enthusiasm for delivering exceptional customer service shine through. Share stories that reflect your commitment to creating memorable customer journeys. A positive mindset and genuine passion can set you apart from other candidates.
