Overview
Customer Experience Manager (E-Commerce) – Full-time, in-house (Cheadle Hulme, Manchester, United Kingdom).
Salary: £30,000–£35,000 (commensurate with experience and ownership level) • Bonus: Performance-based incentive
Senior, hands-on role to lead all aspects of customer service for gee, a premium hair extension brand. You will manage escalations, process improvements, and mentoring of the support system, working directly with the Operations Manager to deliver a premium end-to-end customer experience.
gee is a premium brand trusted by high-profile customers and recently awarded in the hair industry. The mission is to help women feel confident, with a founder-led team that values speed, detail, and a luxury tone in every interaction.
We’re seeking a self-led, experienced E-Commerce Customer Experience Manager to own all customer touch points.
Key Responsibilities
* Lead customer experience strategy across all digital platforms.
* Act as final escalation point for complex cases and disputes.
* Identify process gaps and implement improvements.
* Collaborate with leadership to refine gee’s service model.
* Handle escalations across email, WhatsApp, and social media.
* Manage refunds, returns, exchanges, complaints, and chargebacks (experience essential).
* File and follow up on courier claims and delivery disputes.
* Step in to support fulfilment when needed to ensure orders run smoothly.
* Create and refine AI responses, keeping templates accurate and on-brand.
* Manage gifting logistics, liaising with stylists and creators.
* Build and nurture relationships with salons, stylists, agencies, and influencers.
* Track customer insights and return patterns, flagging opportunities for improvement.
* Report on KPIs such as resolution rates, chargeback outcomes, and customer satisfaction.
* Maintain gee’s luxury tone and professionalism in every interaction.
What We’re Looking For
* 5+ years’ experience in e-commerce customer service (online only).
* Proven success with chargebacks/disputes (evidence of wins or reduced loss rates).
* Strong experience with helpdesk tools and e-commerce platforms.
* Confident communicator across multi-channel communication: email, WhatsApp, and social media.
* Exceptional writing skills with flawless UK grammar and a polished, luxury tone.
* Experience in sales outreach, ideally in beauty, fashion, or e-commerce.
* Independent and proactive – able to prioritise, make decisions, and own outcomes.
Nice-to-haves: Experience creating SOPs, FAQs, or customer service resources; experience with gifting or partnerships.
Who You Are
* Professional, empathetic, and calm under pressure.
* Organised, reliable, and able to manage your own workload.
* Open to feedback and motivated by continuous improvement.
* Passionate about creating memorable experiences that reflect a premium brand.
What Makes gee Different
At gee, we’re building momentum with a small, fast-moving team that cares deeply about the details. You won’t be micromanaged; you’ll be trusted to lead, take initiative, and bring your best every day. If you’re experienced, driven, and excited by shaping a luxury, founder-led brand, you’ll thrive here.
A Message from Cindy, Operations Manager
“At gee, exceptional customer service has been at the heart of our brand. It’s how we connect with our community, create trust, and ensure every woman feels confident with every product. We’re looking for someone who can take full ownership and lead the next stage of our client journey.”
We’re seeking someone who wants to take the reins, own the customer journey, and ensure every interaction reflects the luxury experience we stand for.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Industries
* Retail
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