Global Senior Manager, Customer Happiness (1 year contract)

DECIEM | THE ABNORMAL BEAUTY COMPANY; Toronto; Hybrid; CAD 110,000 - 120,000; Full time

Benefits offered by this job

Generous Vacation & Personal Days

Work from anywhere 4 weeks per year

Hybrid work model

Dog-friendly office

Summer Fridays (1pm)

Job summary

DECIEM | THE ABNORMAL BEAUTY COMPANY in Toronto is seeking a Global Senior Manager, Customer Happiness to lead our global Customer Happiness Operations team on a 12-13 month contract, driving operational excellence and coaching leaders in a fast-paced environment.

This hybrid role requires 3 days in the office and reports across NA, EMEA, APAC, shaping the end-to-end customer journey and forming cross-functional partnerships.

Qualifications

• 6+ years of management experience leading customer support, customer experience, or contact centre operations.
• Strong operational mindset with experience owning service KPIs, forecasting, quality assurance, and continuous process improvement.
• Proven ability to lead through change, influence cross-functional stakeholders, and implement new processes.

Responsibilities

• Lead a global Customer Happiness team across North America, EMEA, and APAC to deliver exceptional customer experiences
• Own the operational performance of the Customer Happiness function, monitoring CSAT, response times, resolution times, backlog, forecasting, scheduling, and service quality
• Partner with regional leaders to optimize workforce planning, resource allocation, and operational efficiency
• Drive continuous improvement by identifying operational gaps and leading scalable processes
• Oversee the global Quality Assurance program and coach leaders to elevate service excellence
• Collaborate cross-functionally with Brand, Digital, Technology, IT, Supply Chain, Retail, Regulatory, Legal, and Learning & Development
• Analyze customer insights and performance trends to make data-driven decisions
• Lead, mentor, and develop leaders through coaching and succession planning
• Roll out new tools, policies, and initiatives with global adoption
• Foster a customer-first culture balancing efficiency with human-centered experiences

Skills

6+ years management experience

Operational KPIs ownership

Change leadership

Global team leadership

Data-driven decision making

Job description

WHAT ON EARTH IS DECIEM?

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

WHAT ON EARTH IS DECIEM?

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN, and other emerging brands, our goal is to create with purpose.

We were founded on the principle of doing everything that others don’t. Because normal gets you nowhere.

We are DECIEM, The Abnormal Beauty Company.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

WHAT WE'RE LOOKING FOR

We are looking for a Global Senior Manager, Customer Happiness to join us on a 12-13 month contract who will lead our global Customer Happiness Operations team, driving operational excellence, coaching high-performing leaders, and continuously improving the customer experience across every touchpoint. This is a unique opportunity for a strategic, people-first leader who thrives in fast-paced environments, loves solving complex operational challenges, and is passionate about delivering exceptional experiences for both customers and teams.

This is a hybrid role (3 days in office) based in our Toronto office.

PAY RANGE

The anticipated base salary for this position is $110,000 to $120,000.

Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location.

WHAT YOU'D BE DOING IN THIS ROLE

• Lead a global Customer Happiness team across North America, EMEA, and APAC to deliver exceptional customer experiences
• Own the operational performance of the Customer Happiness function, monitoring key metrics such as CSAT, response times, resolution times, backlog, forecasting, scheduling, and service quality
• Partner with regional leaders to optimize workforce planning, resource allocation, and operational efficiency while ensuring teams are set up for success during peak business periods
• Drive continuous improvement by identifying operational gaps, implementing scalable processes, and leading change management initiatives that enhance both the customer and employee experience
• Champion quality by overseeing the global Quality Assurance program, establishing standards, and coaching leaders to continuously elevate service excellence
• Collaborate cross-functionally with teams including Brand, Digital, Technology, IT, Supply Chain, Retail, Regulatory, Legal, and Learning & Development to improve the end-to-end customer journey
• Analyze customer insights, operational reporting, and performance trends to make data-driven decisions that improve service delivery and business outcomes
• Lead, mentor, and develop leaders through regular coaching, performance management, and succession planning to build a high-performing and engaged global team
• Support the rollout of new tools, technologies, policies, and operational initiatives while ensuring successful adoption across multiple global regions
• Foster a collaborative, customer-first culture that balances operational efficiency with delivering thoughtful, human-centered customer experiences

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• 6+ years of management experience leading customer support, customer experience, or contact centre operations, including managing leaders and developing high-performing teams
• Strong operational mindset with experience owning service KPIs, forecasting, quality assurance, and continuous process improvement
• Proven ability to lead through change, influence cross-functional stakeholders, and successfully implement new processes or operational initiatives
• Exceptional leadership, coaching, and relationship-building skills with the ability to inspire globally distributed teams in a fast-paced environment
• Strong analytical and problem-solving abilities, with experience leveraging customer insights and operational data to drive strategic decision-making

WHAT YOU'LL BE GAINING BY JOINING OUR TEAM

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order…

• Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
• Work from anywhere 4 weeks per year.
• A hybrid work model (for applicable roles).
• A dog-friendly office (and lots of cute dogs to play with).
• Summer Friday’s - get off at 1pm all summer long! (for applicable roles).
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• LinkedIn Learning membership to help you keep growing and learning.
• A generous discount on DECIEM products for you, your family, and your friends.

BUILDING GROWTH TO POWER GOOD

We are a People first company that lives by our core values to…

• Defy Convention.
• Make it real.
• Play in the grey.
• Build Bridges.
• Be the rabbit.

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing!

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

CREATING A HUMAN WORLD OF BEAUTY

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, "

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.