Senior Customer Service Operations Manager (Member Happiness)

Beauty Pie; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global beauty brand in London is seeking a Customer Service Operations Lead to drive excellence across multiple channels including email and chat. The ideal candidate has over 2 years of leadership experience in customer service, and a strong emphasis on data-driven decision-making. This pivotal role involves shaping customer experiences and managing a talented international team to deliver exceptional service while supporting the brand's mission.

Benefits

Free membership to Beauty Pie+

25 days holiday & your birthday off

Private Medical Insurance

Qualifications

• 2+ years experience leading customer service teams at a senior level.
• Familiarity with customer expectations and technology trends.
• Experience with running multi-region teams is a bonus.

Responsibilities

• Lead global customer service operations across multiple channels.
• Design clear workflows and best practices for the team.
• Coach and inspire a talented international team.

Skills

Leadership in customer service operations

Data fluency

Change management

Communication skills

Proactive problem-solving

Tools

Zendesk

Social listening tools

Job description

About Beauty Pie

At Beauty Pie, we don’t believe that the very best beauty products should be full of the excessive hidden markups that other luxury brands charge. We collaborate with the world’s leading labs so you can get direct access to our exceptional collection of extraordinary skincare, makeup and more – minus the unfair extra costs. If you’d like to join us for the beauty revolution, here’s what you need to know.

What you will be doing

• Lead our global customer service operations across email, chat, reviews and beyond – ensuring efficiency, excellence, and a seamless member journey.
• Shape the systems and processes that keep our service running smoothly, making it easier for our teams to deliver consistently brilliant experiences.
• Use data and insights to track performance and uncover opportunities for improvement.
• Design and implement clear workflows, playbooks, rosters/scheduling and best practices that help our teams work smarter, not harder.
• Partner closely with New Product Development, Tech, Marketing and Ops to bring service innovations to life, to ensure our customer experience ladders up to support activations.
• Coach, inspire, and develop a talented international team – setting the tone for high standards, high productivity, high energy, and high empathy.
• Manage key external partners so their contributions blend seamlessly with our in‑house magic and have a keen eye on the industry to understand new tooling and trends.
• Act as the point of escalation for the most complex customer cases, resolving them with empathy and decisive action.

Key responsibilities & qualifications

• Well‑advised in the world of CS operations, with at least 2 years leading teams at a senior level.
• An approach aligned with continual improvement – the world of Customer Experience is continually changing; with technology and customer expectations evolving rapidly.
• Experience running multi‑region teams (bonus if you’ve led across UK and North America).
• Confidence in working with customer platforms and workflow tools (especially Zendesk) and familiarity with social listening tooling.
• Strong data fluency – comfortable building and defining dashboards, using them to spot trends, and make smart decisions and recommendations at a senior level.
• Proven ability to lead change, refine processes, and embed new ways of working.
• Exceptional communicator (able to flex communication to suit the audience).​
• Resourceful, proactive, and unflappable in a fast‑paced, high‑growth environment.
• Empathetic leader who knows how to get the best out of people while keeping the customer at the centre.

Nice to haves

• Experience in beauty, wellness, or direct‑to‑consumer retail.
• Familiarity with customer journey mapping or Voice of Customer programs.
• Project‑managed platform migrations, embedded AI tooling and managed BPOs.

Why this role matters

You’ll be shaping the future of customer experience at Beauty Pie – ensuring every interaction feels effortless, thoughtful, and true to our mission. As the only team in direct contact with our customers and members, Member Happiness is the personal voice of Beauty Pie – where our brand promise comes to life one conversation at a time. Your work will directly shape how customers feel about Beauty Pie. You’ll also act as a connector across teams, helping us scale with both precision and heart.

Who we are

Our culture is our DNA. It defines who we are, how we operate, and how we hire. And it all springs from our values, which are very important to us:

• Bring your ‘A’ game: We bring a growth mindset as we disrupt the beauty industry. Showing up at our best, and never settling for average.
• Be intelligently rebellious: We challenge industry and business norms with purpose, not ego. Bold thinking, creative problem‑solving and smart risk‑taking are how we transform beauty.
• Bias for action: Speed matters. We act with urgency, make smart choices and learn through doing – because momentum drives progress.
• Be customer obsessed: Our decisions begin and end with the customer in mind. We earn trust by delivering amazing quality and incredible value with an experience that consistently exceeds expectations.
• It’s all for one (& one for all): We’re better together. Trust, integrity and collaboration are how we build a culture where everyone grows, contributes and thrives – individually and collectively.

Diversity & inclusion

We’re committed to diversity & inclusion. As a business that’s based on fairness and self‑worth, our commitment to inclusivity runs through the heart of everything we do. The data as of June 2025:

• Employees who identify as female: 69%
• Employees from minority ethnic backgrounds: 25%
• Employees who identify as living with a disability: 2%
• Employees who identify as female in our Product Engineering teams: 24%
• Employees who identify as LGBTQIA+: 5%

Ways of working

We thrive on a high‑performance culture where action drives results. At Beauty Pie, we trust our teams to take ownership, move fast and get the job done. We operate on a hybrid model, with a minimum of three days in the office each week – with some roles requiring more, which will be outlined in the job spec. This structure fosters collaboration, maintains momentum, and strengthens our team environment while allowing some flexibility based on job responsibilities and business needs. In‑person connection is essential to how we work, and we expect teams to be present and engaged. We encourage open discussions during the interview process to align expectations for the role you are applying for.

Your piece of the Beauty Pie

Life & balance

• Free membership to Beauty Pie+ and 30% off our products
• 25 days holiday & your birthday off / 22 vacation days for the US team
• Flexible bank holidays
• Equal leave for all new parents regardless of gender or personal circumstances

Health & wellbeing

• Private Medical Insurance
• Menopause support
• £2,500 / $2,500 to spend on your fertility journey after 2 years of service
• 10 therapy sessions through AXA PPP
• Access to mental health support through Spill

Apply now

Apply now for a chance to be part of an inspirational, international and talented team.

Equal opportunity

Beauty Pie is an equal opportunity employer. The company will not unlawfully discriminate on grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership. Please let us know if you require reasonable adjustments at any point during the application and/or recruitment process.