Customer Experience Manager
1 day ago
Birmingham
Full-Time · Office Based Do you love skincare and building genuine connections online? Want to represent a premium skincare brand, work flexibly, and help build meaningful relationships with customers and dermatologists — all while contributing your creative ideas? We’re looking for a Customer Experience Manager who can elevate every touchpoint our customers, creators, and professional partners have with us. What You’ll Do • Customer Outreach: Manage customer inquiries via email and chat, ensuring every interaction feels personal, helpful, and aligned with our brand’s tone. This role may eventually require phone-based customer support using Gorgias., • Customer Experience: Collect feedback and insights from customers and partners to help shape product development and brand strategy., • Clinical Study Assistance: Source participants for consumer and clinical studies., • Dermatologist and Professional Outreach: Conduct outreach to dermatologists and skincare professionals to explore partnership and collaboration opportunities., • Creator and Community Coordination: Identify and reach out to creators for reviews, testimonials, and UGC. Plus, providing skincare guidance and product recommendations based on customer concerns. What We’re Looking For • Natural relationship builder, confident speaking with customers, creators, participants, and professionals., • Strong organisational skills with the ability to manage multiple workflows at once., • Experience in customer support, outreach, community roles, or creator coordination (any combination works)., • Comfortable using new tools and platforms (training provided) and helping refine processes as we scale., • Proactive, resourceful, solutions-oriented, and able to work autonomously., • A genuine interest in skincare and willingness to learn our products, ingredients, routines, and brand philosophy., • Proven experience managing a team of three or more people. What’s In It For You • A high-impact role at a growing dermatologist-developed skincare brand., • Real ownership across customer experience, outreach, and community-building., • Direct collaboration with founders and involvement in shaping processes as the brand scales., • Training across all tools and platforms you’ll use., • Exposure to multiple areas of the business, including CX, partnerships, creators, and clinical studies., • A supportive, fast-paced environment., • Competitive compensation with room to grow., • Annual Salary: £30k-£35k (Depending On Experience) Experience with Shopify, Gorgias, or similar CX tools is a strong advantage. Please mention this clearly in your application if it applies to you (attached in your CV).