Global Senior Manager, Customer Happiness

Global Senior Manager, Customer Happiness (1 year contract)

We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty.

Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have 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 are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

We are looking for a Global Senior Manager, Customer Happiness to join us on a 12-13 month contract who will lead our global Customer Happiness Operations team, driving operational excellence, coaching high-performing leaders, and continuously improving the customer experience across every touchpoint. This is a unique opportunity for a strategic, people-first leader who thrives in fast-paced environments, loves solving complex operational challenges, and is passionate about delivering exceptional experiences for both customers and teams.

This is a hybrid role (3 days in office) based in our Nottingham office.

• 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 optimize 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 the 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 delivering 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

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order…

• Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful…