We're seeking a forward-thinking Customer Experience Manager to take full ownership of our customer experience and build a best-in‑class, insight‑driven operation that reflects the Breeze Balm brand.
This role is for someone who leads from the front, thinks beyond traditional customer service, and understands how experience, brand, marketing and retention all work together. You will own the function end‑to‑end from strategy to execution that scales with a fast‑growing beauty brand.
What You'll Do
Take full ownership of the customer experience function, leading with initiative, accountability and commercial awareness.
Evolve customer experience strategies that drive loyalty, retention, excitement and brand growth through proactive support.
Deliver coaching, training and refreshers while fostering strong morale, confidence and individual growth within the team.
Oversee quality, reporting and performance, turning customer data and feedback into meaningful improvements.
Report on team metrics, response times and regular audits to ensure accuracy, consistency, brand voice and policy alignment.
Plan and lead customer communication during sensitive situations with clarity, care and brand alignment.
What We're Looking For
* Proven experience leading a customer service or customer experience team (e‑commerce or beauty preferred)
* A strategic thinker who also enjoys execution and ownership
* Strong understanding of how customer experience connects to marketing, retention and sales
* Confident communicator with excellent judgment, empathy and awareness
* Naturally proactive, you see problems early and take action
* Passion for building community, loyalty and exceptional experiences
Why Breeze Balm
* A values‑led, founder‑driven beauty brand with a deeply loyal community
* A role with real ownership, influence and room to make your mark
* Fast‑paced, collaborative environment where ideas are welcomed and actioned
* Opportunity to build something meaningful, not just manage tickets
This role is ONSITE ONLY. We do not offer WFH.
If this sounds like you, please apply within.
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What can I earn as a Customer Experience Manager
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