Consumer Experience Manager (CX)

Looking to build an exciting career in beauty consumer experience? Then look no further! A rare opportunity to join a global team, building the beauty brands of the future. Waldencast is passionate about creating the new frontier of beauty brands, dedicated to making our industry better: more inclusive, more sustainable, more responsible, and ultimately more human.

We’re seeking a highly motivated and customer-centric Consumer Experience Manager to join our dynamic team. The successful candidate will be responsible for engaging with consumers across three of our key brands: Glaze, Coats, and Whind. This role will involve managing consumer inquiries, monitoring orders, and ensuring that all touchpoints deliver exceptional service. The ideal candidate will thrive in a fast-paced environment, be proactive in solving problems, and have a keen eye for detail.

Key Responsibilities:

1. Consumer Engagement:

• Respond to all inbound email inquiries across Glaze, Coats, and Whind, ensuring prompt and helpful responses.
• Manage Instagram Direct Messages (DMs) for Glaze and Coats, providing customer support and resolving any inquiries.
• Handle TikTok DMs for Glaze and Coats, delivering excellent consumer service and addressing any questions or issues.
• Manage Direct-to-Consumer (DTC) requests for Glaze, Coats, and Whind in a timely and efficient manner.

2. Order Management & Issue Resolution:

• Monitor order issues across Glaze, Coats, and Whind and work closely with Operations and Warehouse teams on out-of-stock (OOS) items, backorders, and delivery delays.
• Track and resolve any order-related inquiries to ensure customer satisfaction.

3. Platform & Marketplace Management:

• Monitor and respond to Target Q&A for Glaze, ensuring accurate and helpful answers to potential customer inquiries.
• Respond to Amazon buyer messages and manage customer reviews for Glaze, Coats, and Whind, ensuring that all feedback is addressed promptly.

4. Content & System Management:

• Create and maintain a comprehensive macro library within Gorgias for Glaze, Coats, and Whind to streamline consumer interactions and improve response times.

5. Performance Reporting & Continuous Improvement:

• Measure consumer service results and report on monthly performance across all three brands.
• Analyze performance data and recommend actionable improvements for enhanced consumer experience.

Key Requirements:

• 2-4 years of experience in customer service or consumer experience management, preferably in e-commerce or consumer goods.
• Excellent communication skills, both written and verbal.
• Proven ability to manage multiple brands and platforms simultaneously.
• Strong organizational skills and attention to detail.
• Comfortable working with customer service tools, such as Gorgias, and managing social media platforms like Instagram and TikTok.
• Analytical mindset with the ability to track, measure, and report on performance metrics.
• Ability to work independently and as part of a cross-functional team.

Desirable Skills:

• Experience with Amazon Seller Central and Target Q&A management.
• Familiarity with consumer feedback reporting and performance analysis.
• A passion for beauty, fashion, or lifestyle brands is a plus.

Location:

This role can be based in either the UK (London) or the US (Fully remote), depending on the successful candidate’s location.

Starting date: ASAP