Senior Customer Service Manager
Skills
About This Role
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.
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