Customer Experience Manager

Full-Time · Office Based

Do you love skincare and building genuine connections online?

Want to represent a premium skincare brand, work flexibly, and help build meaningful relationships with customers and dermatologists — all while contributing your creative ideas?

We’re looking for a Customer Experience Manager who can elevate every touchpoint our customers, creators, and professional partners have with us.

What You’ll Do

• Customer Outreach: Manage customer inquiries via email and chat, ensuring every interaction feels personal, helpful, and aligned with our brand’s tone. This role may eventually require phone-based customer support using Gorgias.

• Customer Experience: Collect feedback and insights from customers and partners to help shape product development and brand strategy.

• Clinical Study Assistance: Source participants for consumer and clinical studies.

• Dermatologist and Professional Outreach: Conduct outreach to dermatologists and skincare professionals to explore partnership and collaboration opportunities.

• Creator and Community Coordination: Identify and reach out to creators for reviews, testimonials, and UGC. Plus, providing skincare guidance and product recommendations based on customer concerns.

What We’re Looking For

• Natural relationship builder, confident speaking with customers, creators, participants, and professionals.

• Strong organisational skills with the ability to manage multiple workflows at once.

• Experience in customer support, outreach, community roles, or creator coordination (any combination works).

• Comfortable using new tools and platforms (training provided) and helping refine processes as we scale.

• Proactive, resourceful, solutions-oriented, and able to work autonomously.

• A genuine interest in skincare and willingness to learn our products, ingredients, routines, and brand philosophy.

• Proven experience managing a team of three or more people.

What’s In It For You

• A high-impact role at a growing dermatologist-developed skincare brand.

• Real ownership across customer experience, outreach, and community-building.

• Direct collaboration with founders and involvement in shaping processes as the brand scales.

• Training across all tools and platforms you’ll use.

• Exposure to multiple areas of the business, including CX, partnerships, creators, and clinical studies.

• A supportive, fast-paced environment.

• Competitive compensation with room to grow.

• Annual Salary: £30k-£35k (Depending On Experience)

Experience with Shopify, Gorgias, or similar CX tools is a strong advantage. Please mention this clearly in your application if it applies to you (attached in your CV).