Global Senior Manager, Customer Happiness

About DECIEM

We are a collective of disrupters, doers, creatives and scientists working to reimagine the world of beauty. Since its inception, our vertically integrated structure—including our laboratories, manufacturing, retail stores and brand infrastructure—has enabled us to rapidly identify opportunities and deliver quality. Home to The Ordinary, NIOD, AVESTAN and other emerging brands, our goal is to create with purpose. We were founded on the principle of doing everything that others don’t.

Because normal gets you nowhere.

We are DECIEM, The Abnormal Beauty Company. We’re growing rapidly and are looking for someone who shares this vision and wants to grow with us.

Position: 12‑13 month contract. Hybrid role (3 days in office) based in Nottingham. We need a strategic, people‑first leader to drive operational excellence, coach a high‑performing team and continuously improve the customer experience across every touchpoint.

• Lead a global Customer Happiness team across North America, EMEA and APAC to deliver exceptional customer experiences
• Own the operational performance of the Customer Happiness function, monitoring key metrics such as CSAT, response times, resolution times, backlog, forecasting, scheduling and service quality
• Partner with regional leaders to optimise workforce planning, resource allocation and operational efficiency while ensuring teams are set up for success during peak business periods
• Drive continuous improvement by identifying operational gaps, implementing scalable processes and leading change‑management initiatives that enhance both the customer and employee experience
• Champion quality by overseeing a global Quality Assurance program, establishing standards and coaching leaders to continuously elevate service excellence
• Collaborate cross‑functionally with teams including Brand, Digital, Technology, IT, Supply Chain, Retail, Regulatory, Legal and Learning & Development to improve the end‑to‑end customer journey
• Analyze customer insights, operational reporting and performance trends to make data‑driven decisions that improve service delivery and business outcomes
• Lead, mentor and develop leaders through regular coaching, performance management and succession planning to build a high‑performing and engaged global team
• Support the rollout of new tools, technologies, policies and operational initiatives while ensuring successful adoption across multiple global regions
• Foster a collaborative, customer‑first culture that balances operational efficiency with thoughtful, human‑centered customer experiences

• 6+ years of management experience leading customer support, customer experience or contact‑centre operations, including managing leaders and developing high‑performing teams
• Strong operational mindset with experience owning service KPIs, forecasting, quality assurance and continuous process improvement
• Proven ability to lead through change, influence cross‑functional stakeholders and successfully implement new processes or operational initiatives
• Exceptional leadership, coaching and relationship‑building skills with the ability to inspire globally distributed teams in a fast‑paced environment
• Strong analytical and problem‑solving abilities, with experience leveraging customer insights and operational data to drive strategic decision‑making

• Generous vacation & personal days, plus additional time off for volunteering, voting, peaceful protesting and celebrating your birthday
• Work from anywhere 4 weeks per year
• A hybrid work model (for applicable roles)
• Summer Fridays – get off at 1 pm all summer long! (for applicable roles)
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programmes and more
• Linked In Learning membership
• A generous discount on DECIEM products for you, your family and your friends

DECIEM is an equal‑opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.