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 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 collaboration thrive, alongside competitive benefits that reflect our commitment to employee well-being. Join us in shaping the future of luxury hair solutions while being part of a brand that values quality, care, and expertise in every customer interaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Team Manager
✨Tip Number 1
Get to know the company inside out! Research Beauty Works, their products, and their customer service ethos. This way, when you get 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
Practice your interview skills! Prepare answers for common questions, especially around leadership and customer service scenarios. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at Beauty Works. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Experience Team Manager
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 Professional Yet Approachable:While we appreciate a friendly tone, remember to maintain professionalism in your written application. Use clear language and structure your thoughts well, as this reflects your communication skills, which are crucial for the Customer Experience Team Manager role.
Apply Through Our Website:We encourage you to submit your application directly through our website. This not only streamlines the process but also ensures that your application reaches us promptly. Plus, it’s a great way to explore more about our brand and values!
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 resonate well with the interviewers.
✨Emphasise Customer-Centric Mindset
Be ready to discuss how you’ve driven a customer-first culture in previous roles. Share specific instances where you enhanced customer satisfaction or loyalty. This will underline your alignment with the company's focus on exceptional service.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially around complaint resolution. Think of scenarios where you turned a negative experience into a positive one. This will showcase your ability to handle escalated queries with professionalism and empathy.
