Customer Care Manager - RoW

Medik8; Elstree; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading skincare brand seeks a Customer Care Manager for ROW markets, focused on enhancing customer experiences and operational excellence. This role requires extensive experience in customer service and vendor management, along with strong analytical and communication skills to drive improvements. You will lead the BPO relationship and optimize the use of technology to enhance customer service. The company offers a collaborative culture with benefits like hybrid working, medical insurance, and employee discounts.

Benefits

25 days holiday + bank holidays

Flexible & Hybrid working

Private Medical Insurance + Mental Health support

Employee Assistance Program (EAP)

Annual Performance Bonus

Long Service Awards

75% discount + Annual Product Allowance

Flexible Career opportunities

Up-skilling support + regular Lunch & Learns

2 Volunteering days per year

Matched Charitable Giving Scheme

Qualifications

• 3+ years in customer service or contact centre management.
• 2–3 years managing BPO or third-party vendor relationships.
• Strong analytical skills, turning data into actionable insights.
• Proactive, focused, and genuinely passionate about delivering outstanding customer experiences.

Responsibilities

• Drive collaboration, efficiency, and excellence with BPO.
• Handle complex customer escalations with confidence and empathy.
• Oversee BPO onboarding and ensure alignment with standards.
• Lead day-to-day use of Gorgias to improve agent efficiency.
• Act as the Voice of the Customer in cross-functional teams.

Skills

Customer service expertise

Analytical skills

Exceptional communication

Project management skills

Tools

Gorgias

Zendesk

Salesforce Service Cloud

Job description

Join Medik8 as our Customer Care Manager – ROW Markets

At Medik8, we’re redefining skincare through science-backed formulations that truly make a difference. As our global footprint continues to expand, we’re seeking a passionate, strategic, and customer-obsessed professional to join us as Customer Care Manager for ROW markets, championing exceptional experiences for our international customers.

This is more than a management role - it’s your chance to shape how the world experiences Medik8, leading operational excellence, innovative technology use, and collaborative partnerships that drive growth and customer loyalty.

If you thrive on building relationships, leveraging data, and delivering seamless customer journeys, this is your opportunity to make a tangible impact at a fast-growing, global skincare brand.

What You’ll Do

BPO Performance & Relationship Management

• Be the primary partner for our ROW BPO, driving collaboration, efficiency, and excellence.
• Handle complex customer escalations with confidence and empathy.
• Set, track, and optimise SLAs and KPIs (CSAT, NPS, FCR), leading performance reviews and operational check-ins.
• Support forecasting, resource planning, and staffing to meet ROW market needs.

Onboarding, Training & Quality Assurance

• Oversee BPO onboarding and ensure processes, systems, and knowledge are fully aligned with Medik8 standards.
• Train and support agents on products, systems, and brand voice.
• Shape a global QA framework, ensuring consistent, world-class service.
• Embed Medik8 values within the team and foster strong integration with our mission.

Regional Delivery & Technology Optimisation

• Lead day-to-day use of Gorgias to improve agent efficiency and the customer experience.
• Maintain and enhance Help Centre content for ROW markets, enabling effective self-service.
• Drive automation initiatives via Digital Genius, tailoring flows to regional needs.
• Provide actionable insights on technology performance to support global CX strategy.

Operational Excellence & Customer Advocacy

• Go beyond KPIs to create moments of delight and strengthen customer loyalty.
• Analyse regional data and feedback to identify trends and implement improvements.
• Act as the Voice of the Customer, collaborating with D2C, Marketing, R&D, and Operations teams.
• Partner with the GM EMEA & ROW to ensure operations support commercial goals.

Who We’re Looking For

• 3+ years in customer service or contact centre management.
• 2–3 years managing BPO or third-party vendor relationships.
• Hands‑on experience with modern customer service platforms (Gorgias, Zendesk, Salesforce Service Cloud).
• Strong analytical skills, turning data into actionable insights.
• Exceptional communicator with proven relationship‑building and project management skills.
• Proactive, focused, and genuinely passionate about delivering outstanding customer experiences.

Desirable:

• Experience with international or non‑English speaking markets.
• Hands‑on experience with AI/automation platforms (Digital Genius, Ada, etc.).
• Experience managing Help Centre content and self‑service initiatives.

About us

Founded in 2009 by UK scientists and brothers, Elliot and Daniel Isaacs, we are a British, B Corp™ certified dermatological skincare brand, globally renowned for our age‑defying heroes that deliver results without compromise.

Our mission is to simplify the route to great skin through the highest quality, most efficacious and trusted products on the market. All this is underpinned by our pioneering CSA Philosophy® of vitamin C plus sunscreen by day, and vitamin A (retinoids) by night which addresses 90% of anti‑ageing skincare needs to deliver more youthful‑looking skin.

Culture & Benefits

We are fuelled by our commitment to sustainability, quality, efficiency, and an unwavering passion for our customers. Championing solutions‑focused thinking, we possess a purpose‑driven mentality and strive to work with integrity and agility, always. We are collaborative go‑givers; our diverse talents work cross‑functionally and we achieve more together. We are proud to do everything in‑house, challenging the norm and pushing the boundaries of possibility. It’s just who we are!

Some of the perks of being part of the Medik8 team include:

• 25 days holiday + bank holidays
• Flexible & Hybrid working
• Private Medical Insurance + Mental Health support
• Employee Assistance Program (EAP)
• Annual Performance Bonus
• Long Service Awards
• 75% discount + Annual Product Allowance
• Flexible Career opportunities
• Up‑skilling support + regular Lunch & Learns
• 2 Volunteering days per year
• Matched Charitable Giving Scheme

Want to do a little more research before you apply?

Head over to our main careers page to find out more about the team and our values. You can also find out more about us on LinkedIn, Glassdoor & Instagram.

At Medik8, we believe that diversity within our workplace drives innovation. We celebrate multiple backgrounds, cultures, approaches and points of view, and believe that when people feel respected and included, they can truly flourish. We’re committed to advancing equal opportunities and we’re dedicated to building a workforce as diverse as our consumer base, creating a multifaceted, equitable and inclusive culture and allowing all colleagues to bring their whole selves to work.

Our DE&I ethos also flows through our recruitment process. Studies have found that minority groupings tend to apply for roles only when they meet 100% of the role requirements, in comparison to non‑minority grouping tend to apply when they meet only 60% of the role requirements (Hewlett Packard ). The requirements listed in our job descriptions are guidelines, not hard and fast rules, so if you think you meet 60+ of the role spec and are passionate, excited & feel like you have the potential to fulfil the rest - then we want to hear from you!