Customer Relations & Operations Manager

Company overview

Chloe Mac Cosmetics is a Dubai-headquartered beauty product development business that helps brands bring cosmetics to market. The company manages the full journey from concept to finished product, including formulation, sourcing manufacturers and supplier relationships across China, Korea and the UK, packaging, regulatory compliance for the UK, EU, USA and GCC, as well as end-to-end logistics. The team brings 10 years of experience in the beauty industry and supports a selected portfolio of brand clients across multiple development projects at the same time.

The company positions itself as a single, reliable partner for a process that is usually split across many vendors, combining technical knowledge, regulatory expertise and hands-on project management.

Role overview

This is a full-time, onsite position in Dubai for a Customer Relations & Operations Manager. The role focuses on keeping daily business activities running smoothly, coordinating across teams, and making sure projects move from production through quality checks, shipping and delivery without delays. You will be the central point of contact for customers, handle concerns, improve the client experience, and help build simple systems that keep all projects tracked and organised.

You will work closely with the founder, provide clear weekly updates, and use your own judgement to manage priorities and resolve issues independently. The role suits someone with experience in operations, account management, client services, or project coordination.

Key responsibilities

• Oversee day-to-day operations and keep internal coordination running efficiently.
• Serve as the main contact for clients and manage ongoing customer relationships.
• Respond to client issues, concerns, and queries while working to improve satisfaction and overall experience.
• Review operational workflows, spot inefficiencies, and introduce improvements that make the business more effective.
• Follow up with suppliers and factories to ensure deadlines are met.
• Manage each order from production through quality control, shipping, and final delivery.
• Maintain one clear system for tracking all active projects.
• Set up straightforward processes and routines that support smooth day-to-day operations.
• Work in close partnership with the founder and share concise weekly progress updates.
• Use sound judgement to handle tasks independently and keep work moving forward.

Required profile

• Strong commitment to customer satisfaction and improving the client journey.
• Experience in operations management, especially process improvement and efficiency.
• Excellent verbal and written communication skills, with strong interpersonal ability.
• Good analytical thinking to identify problems and implement practical solutions.
• Strong organisational skills with the ability to prioritise multiple responsibilities.
• Leadership or team management experience is an advantage.
• Comfort using CRM systems and other operational tools.
• Fluent written and spoken English.
• Highly organised, with the ability to stay on top of many moving parts.
• Proactive and decisive, with a mindset focused on solving problems.
• Background in a small business or startup, ideally with exposure to overseas suppliers.
• Experience in beauty, cosmetics, FMCG, or e-commerce is a plus.

Additional notes

The role requires someone who is confident working independently, can keep multiple projects under control, and is comfortable building practical systems from the ground up. Experience coordinating with international suppliers is especially useful.