Senior Customer Service Manager Huda Beauty

Lead Customer Experience Strategy: Develop, implement, and continuously refine the customer service strategy to deliver best-in-class, personalized, and seamless support across all touchpoints (social, digital, voice, and agency).

Team Leadership & People Management: Inspire, coach, and develop a diverse team (internal and agency) to achieve high-impact results, foster customer advocacy, and uphold Huda Beauty s values of humility, emotional intelligence, and operational excellence.

Manage outsourced customer service agency: Manage the relationship with the customer service agency, ensuring performance, scalability, and alignment with brand standards.

Process Innovation & Automation: Champion the adoption of automation, AI, and best-in-class customer ticketing tools to streamline workflows, reduce manual effort, and enhance customer and agent experiences.

SOP & Quality Assurance: Review and enforce standard operating procedures (SOPs) to ensure consistency, compliance, and excellence in every customer interaction.

Incident & Escalation Management: Oversee advanced incident communication and escalation procedures, ensuring timely, transparent, and effective resolution of complex customer issues.

Cross-Functional Collaboration: Partner with Marketing, Operations, Tech, and other teams to align customer insights with business priorities, support new initiatives, and drive proactive engagement.

Customer Advocacy: Serve as the voice of the customer within the organization, identifying trends, pain points, and opportunities to delight and retain customers.

KPI & Performance Management: Define, monitor, and report on key customer service metrics (CSAT, NPS, Trustpilot, FRT, SLA, etc.), using business intelligence tools to drive continuous improvement and accountability.

Continuous Learning & Best Practice: Stay abreast of industry trends and best practices, proactively integrating new approaches to keep Huda Beauty at the forefront of customer experience.