Senior Customer Experience Manager

The Senior Customer Experience Manager will play a critical leadership role overseeing Bellami's Customer Experience operations. This position will lead a team of 19 customer experience professionals responsible for providing world-class service to both professional and direct-to-consumer clients.

You'll drive team performance, elevate service standards, and partner cross-functionally to ensure every touchpoint—phone, email, chat, or social—delivers a seamless, on-brand Bellami experience. This role is ideal for someone with deep customer experience expertise, strong leadership acumen, and a passion for the beauty industry.

Compensation:
$90,000-100,000 base salary based on years of experience and level of education

Bonus:
Eligible for a 5% quarterly bonus

Hybrid Schedule:
Onsite Tues, Wed, Thurs

Location:
We are currently in the process of moving from our Chatsworth office to our new Culver City Office

Responsibilities

• Lead, coach, and develop a team of 19 Customer Experience Representatives and Supervisors to deliver consistent, high-quality customer interactions.
• Oversee daily operations across multiple channels, ensuring efficient response times and best-in-class service levels.
• Implement and optimize workflows, processes, and performance metrics within Salesforce.
• Partner with Marketing, Operations, E-Commerce, and Education teams to anticipate customer needs and deliver solutions that enhance satisfaction and loyalty.
• Drive continuous improvement initiatives to elevate team performance, streamline escalations, and increase customer retention.
• Monitor KPIs such as CSAT, NPS, response time, and first contact resolution to identify trends and opportunities.
• Support training, coaching, and onboarding programs to strengthen product and service knowledge.
• Collaborate with leadership to build scalable systems and structures as Bellami continues to grow globally.

Requirements

• 5–8 years of Customer Experience or Customer Service Management experience; beauty, haircare, or fashion industry experience preferred.
• 3+ years of direct team leadership experience, with a track record of developing high-performing, customer-centric teams.
• Proven expertise in Salesforce or similar CRM platforms.
• Strong analytical mindset with the ability to interpret data and make informed business decisions.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Ability to thrive in a fast-paced, high-growth, and collaborative environment.

Benefits and Perks

• Base pay of $90,000 commission and bonus of 5% quarterly based on performance
• 401(k) with company match - $ for $ up to 4% - immediately vested
• Vacation/Holiday Leave
• Great Medical/Dental/Vision Insurance
• Life and AD&D Insurance
• Opportunities for growth and advancement
• And so much more

A Part of the BIG Picture

BELLAMI is a proud brand of Beauty Industry Group, a beauty company that owns a portfolio of beauty brands based in North America, Australia, and parts of Europe and Latin America.

Beauty Industry Group is a leading consumer beauty products company with an exciting and growing portfolio of beauty brands. The BIG portfolio consists of several recognized, highly reputable hair extension brands that span a variety of distribution channels. Across its brands, BIG is the largest hair extension business in the U.S. and one of the largest globally, with a focus on the professional extensions segment. With more than 500 team members, BIG is a unique, empowering place to work for motivated professionals who hunger to see the impact their work is making. The management team is young and entrepreneurial and has fostered a powerful culture that celebrates excellence, transparency, diversity, and integrity.

BIG's company headquarters are located in Salt Lake City, Utah, with additional offices in California, New Jersey, Arizona, Australia, Germany, Canada, and the UK.