Customer Service Manager (Beauty & E-Commerce)

Job Responsibilities

. Lead and manage customer service operations across online and e-commerce platforms

. Develop and implement customer service strategies to enhance brand experience and customer satisfaction

. Oversee customer engagement via e-commerce platforms, social media, CRM systems, and digital channels

. Handle escalated customer issues and ensure timely, professional resolution

. Collaborate with e-commerce, marketing, and operations teams to support online sales growth

. Analyse customer data, feedback, and service performance metrics to drive continuous improvement

. Ensure service standards align with the positioning of premium beauty and cosmetic brands

Job Requirements

. Minimum 5 years of managerial experience in customer service, customer experience, or related roles

. Strong interest and knowledge in beauty, skincare, and cosmetic brands

. Proven experience in e-commerce operations, including online customer management and order processes

. Ability to manage teams, workflows, and performance KPIs

. Strong communication, leadership, and problem-solving skills

. Experience in beauty, luxury, fashion, or lifestyle industries is highly preferred

Additional Information

. Candidates with experience managing customer service in online retail or DTC beauty brands will be prioritised

. This role requires both strategic oversight and operational execution