Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and enhance customer experience strategies across digital and service touchpoints.
- Company: REFY, a dynamic beauty brand focused on customer satisfaction.
- Benefits: 25+ days holiday, flexible working, bonus scheme, and health insurance.
- Other info: Join a vibrant team with excellent career growth and regular social events.
- Why this job: Make a real impact on customer journeys and drive meaningful improvements.
- Qualifications: Experience in customer experience roles, ideally in ecommerce or beauty.
The predicted salary is between 40000 - 50000 £ per year.
We are looking for a Customer Experience Manager to lead and evolve REFY’s global customer experience and oversee all customer care operations. Reporting into the Head of Digital, this role sits at the centre of the business and works closely with teams across Ecommerce, Operations, Marketing, Product and Retail to ensure a seamless and elevated experience for our customers. You will own the end-to-end customer journey, lead the Customer Care function, and drive improvements that enhance both customer satisfaction and commercial performance. This role requires someone who can combine strategic thinking with operational leadership, translating customer insight into meaningful improvements across the business.
KEY RESPONSIBILITIES
- Own and evolve REFY’s end-to-end customer experience strategy across digital and service touchpoints.
- Map and optimise key customer journeys, identifying friction points and implementing improvements.
- Act as the voice of the customer, using feedback, reviews and operational insight to influence business decisions.
- Lead and continually evolve REFY’s global Customer Service function.
- Oversee the day-to-day running of the team, including ticket flow, SLAs, escalations and operational processes.
- Coach and develop the team, driving high performance and a consistently strong customer experience.
- Identify customer pain points and deliver improvements across the full customer journey.
- Scale the team, tools and systems, introducing automation and analytics to improve efficiency and impact.
- Optimise customer communication channels to enhance experience and unlock commercial opportunities.
- Work closely with Operations, Ecommerce, Marketing, Product and Retail teams to improve customer touchpoints.
- Partner with the Digital team to develop proactive sales, retention and loyalty initiatives.
- Represent the customer perspective in cross-functional projects and decision making.
- Analyse customer feedback, reviews and operational data to identify trends and opportunities for improvement.
- Track CX metrics including CSAT, response times, resolution rates and customer sentiment.
- Champion community-led customer experience by partnering with Social and Marketing teams to monitor, engage and learn from conversations across social platforms, ensuring customer feedback, sentiment and trends from the community are translated into actionable improvements across the customer journey.
SKILLS, KNOWLEDGE AND EXPERIENCE
- Strong experience in Customer Experience, Customer Care or CX Strategy roles, ideally within ecommerce, beauty or consumer brands with experience managing global programmes (UK, US, ME, EU).
- Proven experience leading and developing customer care teams.
- Strong understanding of ecommerce customer journeys and digital-first customer experiences.
- Experience implementing CX improvements, automation or technology solutions.
- Comfortable working cross-functionally and influencing stakeholders across the business.
- Data-driven, able to translate customer insight into actionable improvements.
- A proactive and commercially minded problem solver who thrives in high-growth environments.
- Experience using Gorgias, Aftership, Shopify, Yotpo, Okendo is desirable.
OUR PERKS
- 25+ Days Holiday: Start with 25, earn one for every year's service (up to 5).
- Extra Holidays: Option to buy up to 5 additional days.
- Sabbatical Leave: Take up to 3 months off after 4 years of service.
- Community First Day: A day to support a cause you love.
- Bonus Scheme: Rewards for your hard work and success.
- Family Leave: Enhanced support for new parents.
- EV Scheme: Drive electric with salary sacrifice options.
- Financial Coaching: Guidance to boost your money mindset.
- Flexible Religious Holidays: Flexibility to honour days that matter to you.
- Flexible Working: Flexi start and finish times with the option to work one day per week from home.
- REFY Product Perks: Annual allowance, exclusive discounts, and be the first to try new REFY products before any launches!
- Regular Social Events: Team-Building days and seasonal parties.
- Career Growth: Tailored training and development opportunities.
- Vitality Health Insurance: Health coverage with added benefits.
Customer Experience Manager employer: Refybeauty
Contact Detail:
Refybeauty Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think about how your skills can enhance it. This will help you stand out as someone who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Experience Manager. Highlight specific examples of how you've improved customer journeys in the past – this is your chance to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in customer care and any specific achievements that align with our key responsibilities. We want to see how you can bring your unique skills to enhance our customer journey!
Showcase Your Data Skills: Since this role is all about using customer insights to drive improvements, don’t forget to mention any experience you have with data analysis. Share examples of how you've used data to influence decisions or improve customer satisfaction in previous roles. We love a data-driven approach!
Be Authentic: Let your personality shine through in your application! We’re looking for someone who can connect with our customers and lead a team effectively. Share your passion for customer experience and any personal anecdotes that demonstrate your commitment to delivering exceptional service.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to showcase your application in the best light. Plus, it helps us keep track of all the amazing candidates like you!
How to prepare for a job interview at Refybeauty
✨Know the Customer Journey Inside Out
Before your interview, make sure you thoroughly understand the end-to-end customer journey. Familiarise yourself with common pain points and think about how you would address them. This will show that you can not only identify issues but also propose actionable solutions.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading and developing customer care teams. Think of specific examples where you've driven high performance or implemented improvements. Highlighting your ability to coach and inspire others will resonate well with the interviewers.
✨Bring Data to the Table
Since this role is data-driven, come equipped with examples of how you've used customer insights to influence business decisions. Discuss any metrics you've tracked, like CSAT or response times, and how you've translated those into meaningful improvements.
✨Cross-Functional Collaboration is Key
This position requires working closely with various teams. Prepare to share experiences where you've successfully collaborated across departments. Emphasise your ability to influence stakeholders and drive initiatives that enhance the overall customer experience.