Senior Customer Experience Manager (Hybrid) at Beauty Industry Group OpCo, LLC

Culver City, California, United States -

Full Time

Start Date

Immediate

Expiry Date

28 Jan, 26

Salary

100000.0

Posted On

30 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience, Leadership, Salesforce, Analytical Skills, Communication, Interpersonal Skills, Conflict Resolution, Team Development, Performance Metrics, Continuous Improvement, Customer Retention, Training, Coaching, Collaboration, Service Standards, Operational Efficiency

Industry

Consumer Services

Description

Description The Senior Customer Experience Manager will play a critical leadership role overseeing Bellami’s Customer Experience operations. This position will lead a team of 19 customer experience professionals responsible for providing world-class service to both professional and direct-to-consumer clients. You’ll drive team performance, elevate service standards, and partner cross-functionally to ensure every touchpoint—phone, email, chat, or social—delivers a seamless, on-brand Bellami experience. This role is ideal for someone with deep customer experience expertise, strong leadership acumen, and a passion for the beauty industry. Compensation: $90,000-100,000 base salary based on years of experience and level of education Bonus: Eligible for a 5% quarterly bonus Hybrid Schedule: Onsite Tues, Wed, Thurs Location: We are currently in the process of moving from our Chatsworth office to our new Culver City Office Responsibilities Lead, coach, and develop a team of 19 Customer Experience Representatives and Supervisors to deliver consistent, high-quality customer interactions. Oversee daily operations across multiple channels, ensuring efficient response times and best-in-class service levels. Implement and optimize workflows, processes, and performance metrics within Salesforce. Partner with Marketing, Operations, E-Commerce, and Education teams to anticipate customer needs and deliver solutions that enhance satisfaction and loyalty. Drive continuous improvement initiatives to elevate team performance, streamline escalations, and increase customer retention. Monitor KPIs such as CSAT, NPS, response time, and first contact resolution to identify trends and opportunities. Support training, coaching, and onboarding programs to strengthen product and service knowledge. Collaborate with leadership to build scalable systems and structures as Bellami continues to grow globally. Requirements 5–8 years of Customer Experience or Customer Service Management experience; beauty, haircare, or fashion industry experience preferred. 3+ years of direct team leadership experience, with a track record of developing high-performing, customer-centric teams. Proven expertise in Salesforce or similar CRM platforms. Strong analytical mindset with the ability to interpret data and make informed business decisions. Excellent communication, interpersonal, and conflict-resolution skills. Ability to thrive in a fast-paced, high-growth, and collaborative environment.

Responsibilities

Lead and develop a team of 19 customer experience professionals to ensure high-quality service across multiple channels. Drive performance improvements and collaborate with various teams to enhance customer satisfaction and loyalty.