Operations & Customer Experience Manager

About Embassy of Beauty

Embassy of Beauty is a UK luxury multi-brand beauty retailer dedicated to discovering the world's most niche and exceptional prestige beauty brands. We curate with intention, test everything rigorously, and only carry brands that meet our standards of authenticity, efficacy and transparency.

Our website is the heart of the business. Every product has an individually written description, ingredient detail and benefits, so customers understand exactly what they are buying and why. Our portfolio includes Biologique Recherche, Trudon, Auteur, Venn and Dr Lara Devgan, and we have recently launched in the US.

The information below covers the role requirements, expected candidate experience, and accompanying qualifications.

The opportunity

We are looking for an Operations & Customer Experience Manager to run day-to-day operations across the UK and US, own the experience of every US customer, and help build the brand pipeline that shapes what we carry next.

Our customers expect a luxury experience at every touchpoint, from the first question to the final delivery. In this role, you make sure they get it. You also keep stock, fulfilment and trade orders running accurately across two markets.

Our UK business is well established, with warehouse, fulfilment and forecasting processes in place. Our US business has launched with a Georgia 3PL, a growing customer base and brand partnerships underway. You will work directly with our US Managing Director from our new Boca Raton office.

This is a self-directed individual contributor role with no direct reports. Success comes from accuracy, ownership and follow-through.

What you'll own

1. US customer experience

• Own customer service for our US business end to end: order queries, delivery issues, returns, refunds and complaints.
• Respond to every customer quickly, personally and accurately, by email, phone and chat.
• Build relationships with our repeat and high-value clients, so they feel known every time they contact us.
• Work with the UK team to answer detailed product and skincare questions from US customers.
• Escalate product issues to brands and follow through to resolution.
• Set a service standard that matches our luxury positioning, and own CSAT and response time metrics as the function scales.

1. B2B and trade orders

• Process and manage orders from professional trade accounts, including spas, clinics and salons.
• Own order entry, allocations, invoicing coordination and delivery for trade customers.
• Act as the day-to-day contact for trade accounts, resolving queries promptly and accurately.

1. Stock forecasting and inventory, across both markets

• Manage purchase orders, reorder points, safety stock and SKU-level planning for a wide portfolio of prestige brands.
• Forecast demand by market, accounting for launches, campaigns and seasonality.
• Keep stock records accurate, and investigate and resolve discrepancies quickly.

1. 3PL and warehouse management, across both markets

• Own the day-to-day relationship with our Georgia 3PL and our UK warehouse.
• Manage SLAs, KPIs, inbound shipments, returns and fulfilment performance.
• Check 3PL invoices and reports for accuracy, and challenge errors.
• Be the operational owner the 3PL teams pick up the phone to.

1. Brand discovery and onboarding

• Dedicate protected time each week to brand discovery, research and outreach.
• Present at least 20 new, fully researched brands each week, each assessed against our sourcing criteria, with a clear recommendation and the reason for it.
• Write personalised outreach to brands that fit, and manage follow-ups through to samples, terms and launch.
• Support the Managing Director on terms, pricing, allocations and launch timelines. Every brand deal covers both the UK and US.
• Coordinate samples and testing, record agreed terms, and onboard new brands, including product information and UK/US registration requirements.
• Keep our brand pipeline on current.

1. Cross-functional communication

• Brief the marketing team on inbound stock, launch dates, exclusives and allocations, so campaigns and operations stay aligned.
• Work with the UK team on product content and launches for new brands.

What success looks like

• US customers receive fast, accurate and personal service, measured by CSAT and response times.
• Trade orders are processed correctly and delivered on time.
• Accurate forecasts and healthy stock levels in both markets, with minimal stock-outs and overstock.
• 3PL partners meet agreed SLAs, and issues are raised and resolved quickly.
• A steady weekly flow of well-researched brands, with your recommendations increasingly aligned to what we pursue.
• Nothing falls through the cracks.

Who we're looking for

Experience

• 2+ years in e-commerce operations, with clear ownership of stock forecasting, demand planning and 3PL or warehouse management.
• 2+ years in customer service in a premium or luxury environment, ideally owning the process rather than only handling tickets.
• Experience processing B2B, wholesale or trade orders.
• 1+ years in premium FMCG. Luxury beauty or prestige skincare is a strong advantage.
• Experience in a multi-brand environment, managing several brand relationships and supply chains at once.
• Experience of brand scouting, buying or wholesale outreach is an advantage.

Mindset

• Meticulous. You check your work, you notice errors others miss, and you fix them before they reach a customer.
• Customer obsessed. You see customer service as a luxury brand's most important touchpoint, not a cost centre.
• A safe pair of hands. You take full ownership, and you follow every task through to completion.
• Highly organised and self-directed. You manage a complex, multi-market workload with independent judgement.
• A genuine eye for brands. You follow the niche and prestige beauty landscape and can explain why one brand is exciting and another isn't.
• An excellent writer. Your emails to customers and brands are clear, personal and precise.
• Comfortable across time zones. xhyhwjd
• Willing to be in our Boca Raton Office 5 days a week.

What we offer

• $70,000–$85,000 depending on experience, plus performance bonus
• Health insurance contribution
• 15 days PTO plus federal public holidays
• A direct reporting line to the US Managing Director
• A real hand in shaping which luxury brands Embassy of Beauty carries, in both markets
• A role that grows with the business as we scale across the US