Cx & Community Senior Manager

ABOUT US

At Gisou, we are on a mission to make the world GLOW! As a rapidly growing scale‑up, we're dedicated to crafting iconic beauty products and activations, and building a world‑class team to drive our vision and brand forward. We are talent‑obsessed and deeply believe that the raw skills of our people, and their collective brilliance, are what make us truly extraordinary!

As CX & Community Manager, you are the operational and strategic backbone of Gisou, our unified community, customer experience, and retention function. You will own the systems, data, processes, and people that allow Gisou to show up for its community in a way that is fast, warm, and unmistakably on‑brand, at scale.

This is a senior role for an operator who loves to build. You'll sit at the intersection of CX and community management: managing a team of agents, owning our Gorgias setup, leading our BPO relationship with Stones & Bridges, and partnering closely with our Community Engagement Lead to make sure our social‑first philosophy shows up consistently everywhere. You'll turn what the community is telling us into insight the business can act on, and you'll build the systems that make that possible week after week.

If you see a messy inbox and immediately want to build the taxonomy, if a well‑tuned automation genuinely excites you, and if you believe the comment section is one of the most valuable sources of brand intelligence a company has, we want to meet you!

• Own Gorgias end‑to‑end: configure and continuously optimise tags, macros, rules, routing logic, intents, and automations
• Build and maintain the CX tech stack, including integrations with Shopify and social listening tools
• Design and iterate on routing logic across email, social comments, DMs, and live chat, including AI‑assisted triage
• Maintain the tagging taxonomy as a living source of truth: ticket type, contact reason, resolution, channel, and customer tier
• Lead the P1/P2/P3 prioritisation framework, set SLAs by tier, monitor adherence, and adjust as volume evolves

• Own CX and community reporting end‑to‑end: dashboards and recurring reports that surface what's happening across the customer base
• Translate volume, sentiment, and tagging data into business‑facing insights — product issues, site friction, shipping problems, recurring themes
• Deliver a weekly snapshot to the Head of E‑Commerce and a monthly report to senior leadership
• Track and continuously improve: CSAT, first response time, resolution time, first‑contact resolution, contact rate, sentiment, automation rate, and volume by channel and topic
• Partner with Finance, E‑Commerce, and Supply on the business case for CX‑driven operational changes

• Lead four agents covering social comments, DMs, and email; set SLAs, quality standards, and performance targets per P1/P2/P3 framework
• Partner closely with the Community Engagement Lead on escalation processes, coverage planning, and cross‑channel consistency
• Coach agents on tone of voice, escalation pathways, and Gorgias power‑user skills
• Run regular QA on tickets and community interactions; build feedback loops and development plans
• Own staffing, scheduling, and capacity planning, including the BPO relationship with Stones & Bridges
• Create and maintain formal process documentation: escalation playbooks, coverage plans, onboarding guides, and response frameworks

• Work alongside the Community Engagement Specialist to ensure social‑first ethos shows up consistently across every public interaction
• Own the escalation path from community (public) to CX (private), from comment to DM to formal complaint to P1
• Support the development of community engagement processes and proactive frameworks
• Ensure collaboration and partnership requests in the CX queue are rerouted to the right team promptly

• Own CX‑led projects end‑to‑end: returns improvements, launch readiness, crisis response playbooks, automation rollouts
• Act as the voice of the customer in cross‑functional forums with E‑Commerce, Supply, Marketing,…