Senior Customer Service Operations Manager (Member Happiness) New London

Senior Customer Service Operations Manager (Member Happiness) London

We're Beauty Pie. We're the world's first luxury beauty and wellness buyers' club. And we're disrupting the beauty industry, one face cream at a time.

Before we arrived on the scene, if you wanted really great beauty products, you had to shop at traditional beauty retail - and overpay for all the crazy markups. Now, our members have access to shop from the best-quality beauty and wellness products (from the leading labs in France, Switzerland, Italy, Germany, Japan, Korea, etc) and get a bigger piece of the Beauty Pie.

This is an exciting opportunity to join our Member Happiness leadership team. You'll be the operational engine of Member Happiness in the UK and US. Your focus on day-to-day management, rostering, and line management of frontline agents will ensure that the team is staffed, productive, and delivering a consistently excellent customer experience.

So, what will you be doing?

• Lead our global customer service operations across email, chat, reviews and beyond - ensuring efficiency, excellence, and a seamless member journey.
• Shape the systems and processes that keep our service running smoothly, making it easier for our teams to deliver consistently brilliant experiences.
• Use data and insights to track performance and uncover opportunities for improvement.
• Design and implement clear workflows, playbooks, rosters / scheduling and best practices that help our teams work smarter, not harder.
• Partner closely with New Product Development, Tech, Marketing and Ops to bring service innovations to life, to ensure our customer experience ladders up to support activations.
• Coach, inspire, and develop a talented international team - setting the tone for high standards, high productivity, high energy, and high empathy.
• Manage key external partners so their contributions blend seamlessly with our in-house magic and have a keen eye on the industry to understand new tooling and trends.
• Act as the point of escalation for the most complex customer cases, resolving them with empathy and decisive action.

We believe it's all about mindset, great skills, the right attitude and a fantastic work ethic. If you're aligned to our values, excited about the opportunity, and you're really good at what you do (even if you don't tick all the boxes) apply anyway!

• Well adverse in the world of CS operations, with at least 2 years leading teams at a senior level
• An approach aligned with continual improvement. The world of Customer Experience is continually changing; with both technology and customer expectations changing rapidly. You'll see evolving with those changes as a positive challenge.
• Experienced and well versed in running multi-region teams (bonus if you've led across UK and North America).
• Confidence in working with customer platforms and workflow tools (especially Zendesk) and familiarity with social listening tooling.
• Strong data fluency: You're comfortable building and defining the dashboards you want and in using them to spot trends, and make smart decisions and recommendations, and are happy doing this at a senior level.
• Proven ability to lead change, refine processes, and embed new ways of working.
• Exceptional communicator (and able/proven to flex communication to suit the audience).
• Resourceful, proactive, and unflappable in a fast-paced, high-growth environment.
• Empathetic leader who knows how to get the best out of people while keeping the customer at the centre.

Nice to haves:

• Experience in beauty, wellness, or direct-to-consumer retail.
• Familiarity with customer journey mapping or Voice of Customer programs.
• Project managed platform migrations, embedded AI tooling and managed BPOs.

Why this role matters:

You'll be shaping the future of customer experience at Beauty Pie - ensuring every interaction feels effortless, thoughtful, and true to our mission. As the only team in direct contact with our customers and members, Member Happiness is the personal voice of Beauty Pie - where our brand promise comes to life one conversation at a time. How our customers feel about Beauty Pie is hugely influenced by how MH engages with them, so your work will directly shape their experience of our brand. You'll also act as a connector across teams, helping us scale with both precision and heart.

What makes someone 'Beauty Pie'?

Our culture is our DNA. It defines who we are, how we operate and how we hire. And it all springs from our values, which are very important to us:

• Bring Your A Game: We bring a growth mindset as we disrupt the beauty industry. Showing up at our best, and never settling for average.
• Be Intelligently Rebellious: We challenge industry and business norms with purpose, not ego. Bold thinking, creative problem-solving and smart risk-taking are how we transform beauty.
• Bias for Action: Speed matters. We act with urgency, make smart choices, and learn through doing - because momentum drives progress
• Be Customer Obsessed: Our decisions start and end with the customer in mind. We earn trust by delivering amazing quality and incredible value with an experience that consistently exceeds expectations.
• It's All For One (& One For All): Team BP are better together. Trust, integrity, and collaboration are how we build a culture where everyone grows, contributes, and thrives-individually and collectively.

We're committed to diversity & inclusion

As a business that's based on fairness and self-worth, our commitment to inclusivity runs through the heart of everything we do. We believe that innovation and creativity come from having a diverse workforce, and are committed to building teams with unique identities, from different backgrounds and with individual perspectives.

We've got a long way to go, but here's how we're doing as of June 2025:

All data presented is for representation purposes.

We believe in providing inclusive benefits and a supportive environment for all our people.

A bit about our ways of working

We thrive on a high-performance culture where action drives results. At Beauty Pie, we trust our teams to take ownership, move fast, and get the job done.

We operate on a hybrid model, with a minimum of three days in the office each week- with some roles requiring more which will be outlined in the job spec.

This structure fosters collaboration, maintains momentum, and strengthens our team environment while allowing some flexibility based on job responsibilities and business needs. In-person connection is essential to how we work, and we expect teams to be present and engaged. We encourage open discussions during the interview process to align expectations for the role you are applying for.

Your piece of the Beauty Pie:

Life & Balance

• Free Membership to Beauty Pie +discount off our products
• 25 days holiday & your birthday off /22 vacation days for the US team
• Flexible bank holidays
• Equal leave for all new parents regardless of gender or personal circumstances
• Private Medical Insurance
• £2,500 / $2,500 to spend on your fertility journey after 2 years service
• 10 therapy sessions through AXA PPP

So, what are you waiting for? Apply now for a chance to be part of an inspirational, international and talented team.

Beauty Pie is an equal opportunity employer. The company will not unlawfully discriminate on grounds of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, pregnancy or trade union membership.

Please let us know, if you require reasonable adjustments at any point during the application and/or recruitment process.

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Beauty Pie Diversity & Inclusion - Voluntary Demographic Questionnaire The following voluntary demographic questions are intended to help us learn more about the various identities and backgrounds that make up the candidates applying to Beauty Pie.

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