Customer Experience Manager

Job Description

Role: Customer Experience Manager | D2C Beauty & Wellness

\n

Location: Treasure Coast, Florida

\n

Type: Full time, on site

\n

\n

A fast-growing, multi-brand D2C beauty and wellness business is looking for a CX leader who sees customer experience as a growth engine, not a cost centre.

\n

\n

This isn’t a maintenance role, and it isn’t corporate. Everyone works in the trenches, leadership included. You’ll set the strategy, and when volume spikes, you’ll be in the queue alongside your team.

\n

\n

What you’ll own

\n

\n
• Omnichannel support across phone, email, chat and helpdesk, on every storefront the brands sell through
\n
• Social customer service, working with the social team on comments, DMs and reviews so every public touchpoint reflects well on the brand
\n
• Turning support into revenue: upselling, retaining and converting, not just closing tickets
\n
• The full customer journey, from click to unboxing to repeat purchase, fixing the friction you find along the way
\n
• CSAT, NPS and response-time targets, reported with the rigour of a P&L
\n
• Initiatives that drive repeat purchase, reduce churn and grow lifetime value
\n
• Working with ecommerce, marketing and operations on escalations and customer insight
\n

\n

\n

What you’ll bring

\n

\n
• 7+ years in customer experience or service, including 3+ years leading a team, ideally at a fast-moving consumer brand
\n
• Essential: D2C ecommerce CX experience
\n
• Essential: hands-on social customer service experience, covering comments, DMs and public reviews, not just the ticket queue
\n
• A track record of using support as a sales lever, with the numbers to prove it
\n
• Experience running CX across more than one brand or business unit at once
\n
• Fluency with helpdesk platforms such as Gorgias, Zendesk, Freshdesk or Salesforce
\n
• The confidence to rebuild a process that isn’t working, even if someone else built it
\n
• A direct, low-drama style. You document everything and don’t let issues sit
\n
• A hands-on, team-building management style
\n

\n

\n

Strong plus: Klaviyo or Postscript, AI-assisted support or chatbot tools, and CCXP, Six Sigma or another formal CX certification.

\n

\n

The offer: A competitive base salary plus a performance bonus tied to CX-driven revenue, health, dental and vision cover, employee discounts across the brands, and a direct line to leadership. This role shapes strategy as well as delivering it.

\n

\n

This is a full-time, on-site role based on Florida’s Treasure Coast. Applicants should live within a comfortable commute or be ready to relocate.

\n

\n

Next Steps

\n

Apply via the link or reach out to View email address on ziprecruiter.com for more information.

\n

\n

And remember - you can now apply with a traditional CV or a Video CV , whichever you prefer. There’s no pressure to be on camera and no disadvantage either way - it’s simply another way to introduce yourself.

\n

\n

Equal Opportunities & Application Process

\n

LT Talent is an award-winning recruitment agency. We are committed to creating an inclusive and diverse workforce and encourage applications from candidates of all backgrounds, ethnicities, genders, ages, sexual orientations, religions, and abilities.

\n

\n

Due to the high volume of applications we receive, if you have not heard from us within 7 days of submitting your application, unfortunately you have not been successful on this occasion. However, we thank you for your interest and encourage you to apply for future opportunities.

\n

\n