Resumen del puesto por JobGrid
Senior Customer Service Manager at Huda Beauty: Dubai, Emiratos Árabes Unidos; Presencial; Jornada completa. JobGrid adds normalized role facts, source context, and a path to the employer application page so candidates can compare the listing before applying.
- Location and workplace: Dubai, Emiratos Árabes Unidos, Presencial
- Role classification: Jornada completa
- Source freshness: checked by JobGrid on 2026-05-30.
- Application path: candidates continue to the employer application page with non-personal referral tags.
Who We Are: At Huda Beauty, our Vision is to lead in creating a democratized beauty industry where power is given back to people to define, create, and enjoy beauty for themselves! Launched by award-winning beauty powerhouse Huda Kattan in 2013, Huda Beauty is one of the world’s fastest growing beauty brands. As a company, we are fueled by purpose and not profit, this allows us to approach things differently so that we can create products, content, and a community like no other. A lot has changed since our launch in 2013, but something that will forever remain at the core of Huda Beauty is our focus on business excellence and our unwavering passion for kindness!
Summary: The Senior Customer Service Manager at Huda Beauty is a strategic leader responsible for shaping and executing a world-class customer experience strategy across all channels. This role oversees the end-to-end customer service function—including agency and internal teams—ensuring seamless, personalized, and effortless support that anticipates customer needs and exceeds expectations. The Senior Manager will drive innovation, automation, and operational excellence, championing Huda Beauty’s values while fostering a high-performing, future-focused team culture.
Essential Duties and Responsibilities:
- Lead Customer Experience Strategy: Develop, implement, and continuously refine the customer service strategy to deliver best-in-class, personalized, and seamless support across all touchpoints (social, digital, voice, and agency).
- Team Leadership & People Management: Inspire, coach, and develop a diverse team (internal and agency) to achieve high-impact results, foster customer advocacy, and uphold Huda Beauty’s values of humility, emotional intelligence, and operational excellence.
- Manage outsourced customer service agency: Manage the relationship with the customer service agency, ensuring performance, scalability, and alignment with brand standards.
- Process Innovation & Automation: Champion the adoption of automation, AI, and best-in-class customer ticketing tools to streamline workflows, reduce manual effort, and enhance customer and agent experiences.
- SOP & Quality Assurance: Review and enforce standard operating procedures (SOPs) to ensure consistency, compliance, and excellence in every customer interaction.
- Incident & Escalation Management: Oversee advanced incident communication and escalation procedures, ensuring timely, transparent, and effective resolution of complex customer issues.
- Cross-Functional Collaboration: Partner with Marketing, Operations, Tech, and other teams to align customer insights with business priorities, support new initiatives, and drive proactive engagement.
- Customer Advocacy: Serve as the voice of the customer within the organization, identifying trends, pain points, and opportunities to delight and retain customers.
- KPI & Performance Management: Define, monitor, and report on key customer service metrics (CSAT, NPS, Trustpilot, FRT, SLA, etc.), using business intelligence tools to drive continuous improvement and accountability.
- Continuous Learning & Best Practice: Stay abreast of industry trends and best practices, proactively integrating new approaches to keep Huda Beauty at the forefront of customer experience.