Senior Customer Experience Manager (Hybrid)

The Senior Customer Experience Manager will play a critical leadership role overseeing Bellami’s Customer Experience operations. This position will lead a team of 19 customer experience professionals responsible for providing world-class service to both professional and direct-to-consumer clients.

You’ll drive team performance, elevate service standards, and partner cross-functionally to ensure every touchpoint—phone, email, chat, or social—delivers a seamless, on-brand Bellami experience. This role is ideal for someone with deep customer experience expertise, strong leadership acumen, and a passion for the beauty industry.

Compensation: $90,000-100,000 base salary based on years of experience and level of education

Bonus: Eligible for a 5% quarterly bonus

Hybrid Schedule: Onsite Tues, Wed, Thurs

Location: We are currently in the process of moving from our Chatsworth office to our new Culver City Office

Responsibilities

• Lead, coach, and develop a team of 19 Customer Experience Representatives and Supervisors to deliver consistent, high-quality customer interactions.
• Oversee daily operations across multiple channels, ensuring efficient response times and best-in-class service levels.
• Implement and optimize workflows, processes, and performance metrics within Salesforce.
• Partner with Marketing, Operations, E-Commerce, and Education teams to anticipate customer needs and deliver solutions that enhance satisfaction and loyalty.
• Drive continuous improvement initiatives to elevate team performance, streamline escalations, and increase customer retention.
• Monitor KPIs such as CSAT, NPS, response time, and first contact resolution to identify trends and opportunities.
• Support training, coaching, and onboarding programs to strengthen product and service knowledge.
• Collaborate with leadership to build scalable systems and structures as Bellami continues to grow globally.

• 5–8 years of Customer Experience or Customer Service Management experience; beauty, haircare, or fashion industry experience preferred.
• 3 years of direct team leadership experience, with a track record of developing high-performing, customer-centric teams.
• Proven expertise in Salesforce or similar CRM platforms.
• Strong analytical mindset with the ability to interpret data and make informed business decisions.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to thrive in a fast-paced, high-growth, and collaborative environment.