Customer Service Manager (Beauty & E-Commerce)

Job Responsibilities

• Lead and manage customer service operations across online and e-commerce platforms

• Develop and implement customer service strategies to enhance brand experience and customer satisfaction

• Oversee customer engagement via e-commerce platforms, social media, CRM systems, and digital channels

• Handle escalated customer issues and ensure timely, professional resolution

• Collaborate with e-commerce, marketing, and operations teams to support online sales growth

• Analyse customer data, feedback, and service performance metrics to drive continuous improvement

• Ensure service standards align with the positioning of premium beauty and cosmetic brands

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Job Requirements

• Minimum 5 years of managerial experience in customer service, customer experience, or related roles

• Strong interest and knowledge in beauty, skincare, and cosmetic brands

• Proven experience in e-commerce operations, including online customer management and order processes

• Ability to manage teams, workflows, and performance KPIs

• Strong communication, leadership, and problem-solving skills

• Experience in beauty, luxury, fashion, or lifestyle industries is highly preferred

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Additional Information

• Candidates with experience managing customer service in online retail or DTC beauty brands will be prioritised

• This role requires both strategic oversight and operational execution