Customer Experience Manager

Job description

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).

Extra information

Status

Open

Education Level

Secondary School

Location

Birmingham

Type of Contract

Full-time jobs

Published at

04-03-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English