Senior Customer Service Manager

Who We Are

Summary

Essential Duties and Responsibilities

• :
• Lead Customer Experience Strategy: Develop, implement, and continuously refine the customer service strategy to deliver best-in-class, personalized, and seamless support across all touchpoints (social, digital, voice, and agency)
• Team Leadership & People Management: Inspire, coach, and develop a diverse team (internal and agency) to achieve high-impact results, foster customer advocacy, and uphold Huda Beauty's values of humility, emotional intelligence, and operational excellence
• Manage outsourced customer service agency: Manage the relationship with the customer service agency, ensuring performance, scalability, and alignment with brand standards
• Process Innovation & Automation: Champion the adoption of automation, AI, and best-in-class customer ticketing tools to streamline workflows, reduce manual effort, and enhance customer and agent experiences
• SOP & Quality Assurance: Review and enforce standard operating procedures (SOPs) to ensure consistency, compliance, and excellence in every customer interaction
• Incident & Escalation Management: Oversee advanced incident communication and escalation procedures, ensuring timely, transparent, and effective resolution of complex customer issues
• Cross-Functional Collaboration: Partner with Marketing, Operations, Tech, and other teams to align customer insights with business priorities, support new initiatives, and drive proactive engagement
• Customer Advocacy: Serve as the voice of the customer within the organization, identifying trends, pain points, and opportunities to delight and retain customers
• KPI & Performance Management: Define, monitor, and report on key customer service metrics (CSAT, NPS, Trustpilot, FRT, SLA, etc.), using business intelligence tools to drive continuous improvement and accountability
• Continuous Learning & Best Practice: Stay abreast of industry trends and best practices, proactively integrating new approaches to keep Huda Beauty at the forefront of customer experience

Requirements

• Bachelor's degree in business, Communications, Operations, or a related field (Masters preferred)
• 7+ years of experience in customer service or customer experience roles, with at least 3 years in leadership or management capacity
• Proven expertise in customer experience strategy and designing best-in-class CX initiatives
• Advanced proficiency with customer ticketing tools (e.g., Zendesk, Salesforce Service Cloud, Freshdesk)
• Demonstrated experience managing customer service agencies and internal teams in an omnichannel environment
• Strong skills in KPI reporting, analytics, and business intelligence tools (e.g., Power BI, Tableau)
• Advanced knowledge of incident communication, escalation procedures, and SOP optimization
• Exceptional people management, coaching, and team development abilities
• Expertise in customer advocacy and advanced problem-solving skills
• Alignment with Huda Beauty values: future-focused, high impact, humble & human, emotionally intelligent, and committed to operational excellence

Benefits

• Monthly "Self Love Days" - at company discretion
• Premium Medical/Dental/Vision coverage for employee plus dependents
• Monthly coaching sessions with our in-house Success Coach
• Employee discounts on all Huda Beauty products
• Quarterly product gifting
• *Huda Beauty is committed to building diverse and inclusive teams and upholding an equal employment workplace that is free from discrimination.
• We hire stellar individuals regardless of their race, color, ancestry, religion, gender identity, national origin, sexual orientation, age, marital status, medical conditions, disability, or veteran status.
• If you need reasonable accommodations at any point in the application or interview process, please let us know.*