Operations & CX Manager, Luxury Beauty (US/UK)

Embassy of Beauty; Boca Raton (FL); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Health insurance

PTO + holidays

Direct US MD reporting

Brand shaping role

US market growth

Job summary

Embassy of Beauty is seeking an Operations & Customer Experience Manager to run day-to-day operations and own the US customer experience from the Boca Raton office. You will manage stock, fulfilment and trade orders across two markets, working with a Georgia 3PL and UK warehouse.

You will own US customer service end-to-end, handle B2B orders, forecast demand, manage 3PL relationships and drive brand discovery to expand our prestige portfolio.

Qualifications

• 2+ years in e-commerce operations with stock forecasting and 3PL/warehouse management.
• 2+ years in premium luxury customer service, owning processes.
• Experience handling B2B, wholesale or trade orders.
• 1+ years in premium FMCG; luxury beauty experience is a plus.
• Experience in a multi-brand environment and brand outreach.

Responsibilities

• Own US customer experience end-to-end: queries, returns, refunds and complaints.
• Process and manage professional trade orders for spas, clinics and salons.
• Forecast stock across US and UK markets; manage POs and SKU planning.
• Oversee 3PL and warehouse relations, SLAs, and KPI reporting.
• Lead brand discovery, outreach, terms, launch timelines and onboarding.
• Coordinate cross-functional communication with UK team.

Skills

Stock forecasting

3PL management

Customer service ownership

B2B / wholesale processing

Brand scouting / outreach

Premium FMCG / luxury beauty

Tools

Monday.com

Job description

Embassy of Beauty is seeking an Operations & Customer Experience Manager to run day-to-day operations and own the US customer experience from the Boca Raton office. You will manage stock, fulfilment and trade orders across two markets, working with a Georgia 3PL and UK warehouse.

You will own US customer service end-to-end, handle B2B orders, forecast demand, manage 3PL relationships and drive brand discovery to expand our prestige portfolio.