We are simplifying beauty. We’re committed to creating products and a community that inspire you to be your most confident self.
You’ll be part of a team that leads with authenticity and is empowered to shape the way we operate, creating an environment that reflects our shared values and aspirations.
We’re always vegan, cruelty and fragrance free and proud to be Leaping Bunny certified. Join us on an exciting journey to cut through an overwhelming market and create products and world-first formulas, that give our customers what they need and want simplified.
Acknowledged by The Sunday Times Best Places to Work 2024 & 2025.
THE ROLE
We are looking for a Customer Experience Manager to lead and evolve REFY’s global customer experience and oversee all customer care operations.
Reporting into the Head of Digital, this role sits at the centre of the business and works closely with teams across Ecommerce, Operations, Marketing, Product and Retail to ensure a seamless and elevated experience for our customers.
You will own the end-to-end customer journey, lead the Customer Care function, and drive improvements that enhance both customer satisfaction and commercial performance. This role requires someone who can combine strategic thinking with operational leadership, translating customer insight into meaningful improvements across the business.
KEY RESPONSIBILITIES
- Own and evolve REFY’s end-to-end customer experience strategy across digital and service touchpoints.
- Map and optimise key customer journeys, identifying friction points and implementing improvements.
- Act as the voice of the customer, using feedback, reviews and operational insight to influence business decisions.
- Lead and continually evolve REFY’s global Customer Service function.
- Oversee the day-to-day running of the team, including ticket flow, SLAs, escalations and operational processes.
- Coach and develop the team, driving high performance and a consistently strong customer experience.
- Identify customer pain points and deliver improvements across the full customer journey.
- Scale the team, tools and systems, introducing automation and analytics to improve efficiency and impact.
- Optimise customer communication channels to enhance experience and unlock commercial opportunities.
- Work closely with Operations, Ecommerce, Marketing, Product and Retail teams to improve customer touchpoints.
- Partner with the Digital team to develop proactive sales, retention and loyalty initiatives.
- Represent the customer perspective in cross-functional projects and decision making.
- Analyse customer feedback, reviews and operational data to identify trends and opportunities for improvement.
- Track CX metrics including CSAT, response times, resolution rates and customer sentiment.
- Champion community-led customer experience by partnering with Social and Marketing teams to monitor, engage and learn from conversations across social platforms, ensuring customer feedback, sentiment and trends from the community are translated into actionable improvements across the customer journey.
SKILLS, KNOWLEDGE AND EXPERTISE
- Strong experience in Customer Experience, Customer Care or CX Strategy roles, ideally within ecommerce, beauty or consumer brands with experience managing global programmes (UK, US, ME, EU)
- Proven experience leading and developing customer care teams.
- Strong understanding of ecommerce customer journeys and digital-first customer experiences.
- Experience implementing CX improvements, automation or technology solutions.
- Comfortable working cross-functionally and influencing stakeholders across the business.
- Data-driven, able to translate customer insight into actionable improvements.
- A proactive and commercially minded problem solver who thrives in high-growth environments.
- Experience using Gorgias, Aftership, Shopify, Yotpo, Okendo is desirable.
WHAT MAKES US ‘REFY’
Aspirational Yet Understated: We are an aspirational brand and workforce that pushes boundaries and disrupts the market in an understated way.
Community First: We prioritise community and collaboration.
Lead Don’t Follow: We champion innovation and initiative, creating an environment where people are empowered to lead and bring ideas to the table.
Live. Laugh. Love: We believe in fostering a positive and enjoyable work environment, promoting a healthy work-life balance and encouraging laughter and love along the way.
Your Most Confident Self: We believe in empowering our team members to bring their most confident and authentic selves to work.
REFY are committed to fostering a workplace culture that embraces diversity and promotes inclusion. We are committed to providing equal opportunities for all employees, workers and job applicants regardless of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, colour, nationality, ethnic or national origin, disability or age, or pregnancy. Our goal is to create an environment where everyone feels confident and empowered to lead with their ideas and contribute a unique perspective.
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