Senior Manager Customer Experience

About Integra Beauty

Integra Beauty is a dynamic company dedicated to pushing boundaries and fostering innovation. With headquarters in Dania Beach and offices in California and Ohio, the company cultivates a diverse and creative working environment. Integra Beauty develops digital platforms and markets pioneering products across online, mobile, social, and retail channels. The company owns the leading consumer brands L'ange and OFIR, pioneering brand incubation in the beauty industry.

Role Overview

Reporting to the Senior Director of Fulfillment, the Senior Manager of Customer Experience will oversee a team of Customer Experience agents. This role involves utilizing advanced AI tools and automation technologies to deliver exceptional support to customers of Integra's e-commerce and direct-to-consumer (DTC) beauty brands. The successful candidate will define the strategic vision for the department, balancing personalized service with automated processes to create a superior shopping experience. Ideal applicants are strategic thinkers with experience scaling CX operations within high-growth DTC beauty, personal care, or retail e-commerce sectors.

Responsibilities

• Assess, introduce, and continuously enhance AI platforms, chatbots, automated workflows, and self-service solutions to speed up issue resolution, lower support costs, and improve personalized engagements.
• Utilize deep insights into DTC beauty and e-commerce consumer habits to drive high customer satisfaction (CSAT), lifetime value (LTV), and brand loyalty.
• Monitor and manage KPIs such as Net Revenue/Sales, Gross Margin, Traffic, Transactions, Conversion rates, CSAT, and First Contact Resolution (FCR) to support e-commerce growth targets.
• Lead team development initiatives, including training, mentoring in CX and AI tools, setting performance standards, and fostering a culture of accountability and excellence.
• Analyze and enhance business procedures and customer service workflows to align with organizational objectives through continuous process improvements.
• Support initiatives aimed at simplifying and enriching omnichannel customer experiences across web, mobile, and social media platforms.
• Engage regularly with senior management and company leaders to ensure customer service strategies align with overall company and fulfillment priorities.
• Develop and review KPIs and customer analytics to identify key improvement areas and implement an assertive CX and e-commerce roadmap.
• Prepare forecasts for departmental expenses, workload, staffing, software budgets, and resource allocation to meet financial goals.

Qualifications

• Over 5 years’ experience in customer service or customer experience with at least 3 years in leadership or management roles.
• Proven background in e-commerce and DTC retail, preferably in beauty, personal care, or lifestyle sectors.
• Experience managing or deploying customer support automation, AI platforms, conversational chatbots, and automated routing systems.
• Familiarity with Shopify is preferred.
• Bachelor’s degree or MBA preferred.
• Strong knowledge of enterprise ticketing systems such as Gladly, Gorgias, or Zendesk; experience with ERP systems like NetSuite is a plus.
• Understanding of basic order fulfillment processes for physical products.
• Ability to succeed in an uncertain, entrepreneurial environment requiring multitasking and prioritization of high-impact projects.
• Excellent communication and time management skills.
• Skillful use of web analytics and customer insights to craft compelling e-commerce strategies based on industry best practices.

Preferred Qualifications

• Experience leading cross-functional teams and managing projects.
• Comfortable presenting to senior leadership.
• Capability to operate independently in a dynamic, entrepreneurial workplace, demonstrating high initiative and business task prioritization.

Benefits

• Comprehensive Medical, Dental, Vision, and Life Insurance coverage.
• 401(k) retirement plan.
• Additional optional insurance plans available.
• Paid vacation and sick leave.
• Quarterly stipend for L'ange hair products to refresh favorites and test new items.

Core Competencies

• Action orientation.
• Adaptability to various situations.
• Result-driven mindset.

Role-Specific Competencies

• Strategic thinking.
• Vision and purpose leadership.
• Team building abilities.
• Encouragement of innovation.
• Customer-focused approach.