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For Companies At a Glance
- Tasks: Lead customer care for global markets, ensuring exceptional experiences and operational excellence.
- Company: Join Medik8, a pioneering skincare brand committed to science-backed formulations.
- Benefits: Enjoy flexible working, private medical insurance, and generous discounts on products.
- Why this job: Make a real impact in a fast-growing company while shaping customer experiences.
- Qualifications: 3+ years in customer service management and strong analytical skills required.
- Other info: Diverse and inclusive culture with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Join Medik8 as our Customer Care Manager for ROW markets, championing exceptional experiences for our international customers. This is more than a management role - it’s your chance to shape how the world experiences Medik8, leading operational excellence, innovative technology use, and collaborative partnerships that drive growth and customer loyalty.
If you thrive on building relationships, leveraging data, and delivering seamless customer journeys, this is your opportunity to make a tangible impact at a fast-growing, global skincare brand.
What You’ll Do
- BPO Performance & Relationship Management
- Be the primary partner for our ROW BPO, driving collaboration, efficiency, and excellence.
- Handle complex customer escalations with confidence and empathy.
- Set, track, and optimise SLAs and KPIs (CSAT, NPS, FCR), leading performance reviews and operational check-ins.
- Support forecasting, resource planning, and staffing to meet ROW market needs.
- Onboarding, Training & Quality Assurance
- Oversee BPO onboarding and ensure processes, systems, and knowledge are fully aligned with Medik8 standards.
- Train and support agents on products, systems, and brand voice.
- Shape a global QA framework, ensuring consistent, world-class service.
- Embed Medik8 values within the team and foster strong integration with our mission.
- Regional Delivery & Technology Optimisation
- Lead day-to-day use of Gorgias to improve agent efficiency and the customer experience.
- Maintain and enhance Help Centre content for ROW markets, enabling effective self-service.
- Drive automation initiatives via Digital Genius, tailoring flows to regional needs.
- Provide actionable insights on technology performance to support global CX strategy.
- Operational Excellence & Customer Advocacy
- Go beyond KPIs to create moments of delight and strengthen customer loyalty.
- Analyse regional data and feedback to identify trends and implement improvements.
- Act as the Voice of the Customer, collaborating with D2C, Marketing, R&D, and Operations teams.
- Partner with the GM EMEA & ROW to ensure operations support commercial goals.
Who We’re Looking For
- 3+ years in customer service or contact centre management.
- 2–3 years managing BPO or third-party vendor relationships.
- Hands‑on experience with modern customer service platforms (Gorgias, Zendesk, Salesforce Service Cloud).
- Strong analytical skills, turning data into actionable insights.
- Exceptional communicator with proven relationship‑building and project management skills.
- Proactive, focused, and genuinely passionate about delivering outstanding customer experiences.
- Desirable: Experience with international or non‑English speaking markets. Hands‑on experience with AI/automation platforms (Digital Genius, Ada, etc.). Experience managing Help Centre content and self‑service initiatives.
About us
Founded in 2009 by UK scientists and brothers, Elliot and Daniel Isaacs, we are a British, B Corp™ certified dermatological skincare brand, globally renowned for our age‑defying heroes that deliver results without compromise. Our mission is to simplify the route to great skin through the highest quality, most efficacious and trusted products on the market.
Culture & Benefits
We are fuelled by our commitment to sustainability, quality, efficiency, and an unwavering passion for our customers. Championing solutions‑focused thinking, we possess a purpose‑driven mentality and strive to work with integrity and agility, always. We are collaborative go‑givers; our diverse talents work cross‑functionally and we achieve more together.
Some of the perks of being part of the Medik8 team include:
- 25 days holiday + bank holidays
- Flexible & Hybrid working
- Private Medical Insurance + Mental Health support
- Employee Assistance Program (EAP)
- Annual Performance Bonus
- Long Service Awards
- 75% discount + Annual Product Allowance
- Flexible Career opportunities
- Up‑skilling support + regular Lunch & Learns
- 2 Volunteering days per year
- Matched Charitable Giving Scheme
At Medik8, we believe that diversity within our workplace drives innovation. We celebrate multiple backgrounds, cultures, approaches and points of view, and believe that when people feel respected and included, they can truly flourish. We’re committed to advancing equal opportunities and we’re dedicated to building a workforce as diverse as our consumer base, creating a multifaceted, equitable and inclusive culture and allowing all colleagues to bring their whole selves to work.
Our DE&I ethos also flows through our recruitment process. The requirements listed in our job descriptions are guidelines, not hard and fast rules, so if you think you meet 60+ of the role spec and are passionate, excited & feel like you have the potential to fulfil the rest - then we want to hear from you!
Customer Care Manager - RoW in Elstree employer: Medik8
Contact Detail:
Medik8 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Manager - RoW in Elstree
✨Tip Number 1
Network like a pro! Reach out to people in the skincare and customer care industry on LinkedIn. A friendly message can go a long way, and you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching Medik8’s values and mission. Show us how your passion for customer care aligns with our commitment to exceptional experiences. Tailor your answers to reflect our culture!
✨Tip Number 3
Practice your problem-solving skills! Be ready to discuss how you've handled complex customer escalations in the past. We love candidates who can demonstrate empathy and strategic thinking under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in being part of the Medik8 family.
We think you need these skills to ace Customer Care Manager - RoW in Elstree
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for skincare and customer care shine through. We want to see how your passion aligns with Medik8's mission to redefine skincare!
Tailor Your Experience: Make sure to highlight your relevant experience in customer service and BPO management. We love seeing how your skills can contribute to our global team, so be specific about your achievements!
Be Data-Driven: Since we value analytical skills, include examples of how you've used data to improve customer experiences or operational efficiency. Show us how you turn insights into action!
Apply Through Our Website: We encourage you to apply directly through our careers page. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Medik8!
How to prepare for a job interview at Medik8
✨Know Your Stuff
Before the interview, dive deep into Medik8's products and values. Familiarise yourself with their CSA Philosophy® and how it shapes their skincare approach. This will not only show your passion for the brand but also help you connect your experience to their mission.
✨Showcase Your Data Skills
Since the role involves analysing data and turning insights into action, be prepared to discuss specific examples of how you've used data in previous roles. Bring along metrics or case studies that demonstrate your ability to drive performance improvements.
✨Emphasise Relationship Building
As a Customer Care Manager, building relationships is key. Share stories about how you've successfully managed BPO or vendor relationships in the past. Highlight your communication skills and how you've resolved complex customer escalations with empathy.
✨Be Ready to Innovate
Medik8 values innovation, so think about how you can bring fresh ideas to the table. Prepare to discuss any experience you have with automation platforms like Digital Genius or how you've improved customer journeys through technology. Show them you're not just about meeting KPIs, but also about creating delightful customer experiences.
