customer experience manager

Foxelli Group

<p></p><div><p>At Foxelli, we&rsquo;re building more than e-commerce brands - we&rsquo;re building a tribe of thoughtful humans: AI enthusiasts, curious builders, and ambitious minds who care about doing meaningful work together. Ten years in, our D2C brands reach millions and generate over $20M annually. Our focus stays simple: create products customers love and a team that actually enjoys building them.</p><p>
If you love to learn, experiment, think boldly, make decisions, and build things that matter - you&rsquo;ll feel at home with us.</p><p><b>
THE ROLE</b></p><p>
We&rsquo;re looking for a <b>Head of Customer Support</b> who sees support as more than answering questions.</p><p>
For us, customer support sits right at the center of customer experience, marketing insight, and sales growth.</p><p>
This role is for someone proactive. Someone who spots patterns, brings ideas, and improves systems before problems appear.</p><p>
You&rsquo;ll lead the team responsible for every customer interaction - while turning conversations into insights, improvements, and revenue.</p><p>
You&rsquo;ll help us understand our customers better, organize their feedback into clear data for marketing, and build a support team that knows how to help and sell.</p><p><b>
If you enjoy:</b></p><ul><li><p><b>
building strong teams</b></p></li><li><p><b>
improving systems and workflows</b></p></li><li><p><b>
turning data into useful actionable insights
</b></p></li><li><p><b>using AI tools to work faster and smarter</b></p></li><li><p><b>
helping customers while also spotting sales opportunities</b></p></li></ul><p><b>
&hellip;this role will feel like home
</b></p><p></p><p><b>WHAT YOU&rsquo;LL BE DOING</b></p><p><b>
Team Leadership</b></p><ul><li><p>
Lead and mentor the customer support team.</p></li><li><p>
Set clear standards for quality, speed, and customer care.</p></li><li><p>
Train the team to solve problems while recognizing opportunities to recommend products.</p></li><li><p>
Build a culture where helping customers and driving sales go hand in hand<b>.</b></p></li></ul><p><b>
Performance &amp; KPIs</b></p><ul><li><p>
Own key metrics like response time, satisfaction score, and sales conversion.</p></li><li><p>
Track performance and push the team toward clear goals.</p></li><li><p>
Turn data from customer conversations into improvements across the department.</p></li></ul><p><b>
Customer Experience</b></p><ul><li><p>
Keep communication consistent across email, calls, chat, and social media.</p></li><li><p>
Protect and strengthen our brand voice in every reply.</p></li><li><p>
Ensure every interaction feels smooth, helpful, and human.</p></li></ul><p><b>
Customer Insights for Marketing</b></p><ul><li><p>
Turn questions, complaints, and patterns into structured insights for marketing.</p></li><li><p>
Share clear reports with marketing and product teams to improve campaigns and messaging.</p></li><li><p>
Help us understand what customers want, what confuses them, and what helps them buy.</p></li></ul><p><b>
AI &amp; Smarter Support</b></p><ul><li><p>
Work with external AI companies to automate responses with AI.</p></li><li><p>
Use automation, AI assistants, and smart workflows to reduce manual work.</p></li><li><p>
Identify areas where AI improves response quality, data analysis, or reporting.</p></li></ul><p><b>
Sales Through Support</b></p><ul><li><p>
Treat support conversations as an opportunity to guide customers toward the right products.</p></li><li><p>
Help the team recommend products when relevant.</p></li><li><p>
Work with marketing to align messaging between support and campaigns.</p></li></ul><p><b>
WHAT YOU BRING</b></p><p><b>
You&rsquo;re probably someone who:</b></p><ul><li><p>
Proven e-commerce experience.</p></li><li><p>
Has 2+ years leading a customer support or sales team.</p></li><li><p>
Takes a proactive approach to problems and improvement.</p></li><li><p>
Understands how customer support connects with marketing and revenue.</p></li><li><p>
Feels comfortable working with KPIs and performance metrics.</p></li><li><p>
Enjoys organizing information and turning raw feedback into structured insights.</p></li><li><p>
Communicates clearly and protects brand voice.</p></li><li><p>
Has a high interest in AI tools and workflow improvements.</p></li></ul><p><i>
Analytical thinking helps a lot here - spotting patterns, understanding behavior, and improving the experience step by step.</i></p><p><b>
THE RECRUITMENT PROCESS</b></p><ul><li><p>
Apply - A simple form that helps us know who&rsquo;s stepping into our world.</p></li><li><p>
Ribbon AI Interview - Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space</p></li><li><p>
Interview - A conversation with your manager to feel the work chemistry, get to know each other, and explore what we could build together</p></li></ul><p></p><p><b>
FIXED SERVICE FEE</b></p><p>
&euro;2,000 - &euro;2,500 after taxes, depending on your<b> </b>skills, competencies, and experience.</p><p></p><p><b>
PERKS &amp; BENEFITS</b></p><ul><li><p>
Complimentary gym memberships and company-sponsored outdoor adventures for <b>your strength</b> and to keep your physical well-being in check.</p></li><li><p>
A personal development budget is at your disposal for <b>your</b> <b>personal and professional growth</b> to ensure you keep growing continuously.</p></li><li><p>
Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure <b>you&rsquo;re well-rested</b>.</p></li><li><p>
A budget for your home office setup so <b>you&rsquo;re comfortable</b> working how you like and where you like.</p></li><li><p>
Strong company <b>culture</b> <b>and</b> a <b>network </b>of unique individuals<b> that celebrates you</b>.</p></li><li><p>
Full flexibility with your schedule in a fully remote setting for <b>your control</b> of a working day, powered by Hubstaff for transparency and fairness.</p></li></ul><p></p><p><b>
ELIGIBILITY &amp; LOCATION REQUIREMENTS</b></p><p></p><p>
This role is 100% remote</p><p></p><p>
At Foxelli Group, our team operates primarily in the Eastern European Time Zone (EET), which is<b> UTC+2</b> and<b> UTC+3</b>. We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported.</p><p></p><p>
Currently, <b>we are hiring in</b> Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, South Africa, and more.</p><p></p><p><b>
Ready to lead Foxelli&rsquo;s growth journey? Apply now!</b></p></div><p></p>

Customer Experience Manager (Ecommerce) | 100% Remote EU

HungerStation | هنقرستيشن

<div>
 HungerStation is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.
 <br/>
 <br/>
 <strong>
  Purpose
  <br/>
  <br/>
 </strong>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 To effectively monitor the customer experience, collect feedback, measure satisfaction levels, track key customer experience metrics and analyze customer touchpoints throughout their lifetime with HS
 <br/>
 <br/>
 <strong>
  Key Accountability Areas
  <br/>
  <br/>
 </strong>
 <strong>
  Customer Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Identify touch points during customer experience and analyze the current state of these touch points and how to improve them.
  </li>
  <li>
   Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered - help measure metrics such as NPS to gauge how the brand is performing on CX performance parameters
  </li>
  <li>
   Conduct customer interviews and surveys and report on insights
  </li>
  <li>
   Regular communication with internal stakeholders such as customer care and other customer-facing teams to identify gaps and opportunities.
  </li>
  <li>
   Raising red flags wherever the business process &ndash; billing, installation, or anything pre or post sales &ndash; needs correction to ensure the customer has a seamless experience with the company
  </li>
  <li>
   Ensuring the CX strategies are aligned to the larger marketing and business goals and outcomes
  </li>
  <li>
   Work with the product and the technology teams to ensure seamless brand and buying experience with technology- be it the brand website or a self-service app
  </li>
  <li>
   Design and implement customer retention programs to minimize churn and enhance long-term customer engagement.
  </li>
  <li>
   Oversee customer service metrics, including response time, resolution rate, and CSAT, to drive continuous improvement.
  </li>
  <li>
   Monitor competitor strategies and industry trends to ensure Hungerstation remains a leader in customer experience
  </li>
  <li>
   Analyze internal company&rsquo;s performance data and find out patterns that might affect the customer experience.
  </li>
  <li>
   Prepare weekly, monthly, and annually data-based insights and report them to internal stakeholders.
  </li>
  <li>
   Support internal stakeholders with data analytics when needed to help them improve areas that affect customer experience.
  </li>
  <li>
   Lead and manage projects and programs with internal stakeholders to improve customer experience.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Strategy &amp; Planning
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Contribute to the development and execution of the Division&rsquo;s ABCs and OKRs, while ensuring alignment with other Functions' heads.
  </li>
  <li>
   Make critical decisions that support the Division's strategic and tactical direction.
  </li>
  <li>
   Measure and track relevant OKRs and metrics to ensure the achievement of goals and take corrective actions when necessary.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Governance and Resilience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Follow all relevant policies, procedures, and processes for the daily work to be carried out in a controlled and consistent manner.
  </li>
  <li>
   Contribute to the identification of opportunities for continuous improvement of processes and practices to enhance effectiveness.
  </li>
  <li>
   Uphold a high-performance working environment and promote HS&rsquo;s Values.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <strong>
  Knowledge and Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   8 - 10 years of experience in customer experience, customer service, or operations,
  </li>
  <li>
   Strong analytical skills with experience in customer feedback analysis, retention management, and process improvement.
  </li>
  <li>
   Proficiency in CX tools, CRM software, and customer support platforms.
  </li>
  <li>
   Excellent communication and leadership skills, with the ability to influence stakeholders.
  </li>
  <li>
   Knowledge of food delivery or e-commerce industries is a plus.
  </li>
  <li>
   Ability to work in a fast-paced, dynamic environment and drive results.
  </li>
  <li>
   Strong project management skills with the ability to execute multiple initiatives simultaneously.
  </li>
  <li>
   Experience in data-driven decision-making, customer segmentation, and personalization strategies.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education and Certifications
  <br/>
  <br/>
 </strong>
 Bachelor&rsquo;s degree in Business Administration, or a relevant field is required.
</div>


Customer Experience Senior Manager

DSJ Global

<div>
 <br/>
 <br/>
 Global Logistics &amp; Customer Experience Manager
 <br/>
 <br/>
 <p>
  <strong>
   Location:
  </strong>
  Chester County, PA
 </p>
 <p>
  <strong>
   Summary:
   <br/>
  </strong>
  A global manufacturing and distribution organization is seeking a Global Logistics &amp; Customer Experience Manager to lead all logistics, customer service, and trade compliance operations across multiple business units. This role ensures seamless, cost‑effective product flow while delivering an outstanding customer experience. The ideal candidate is a skilled people leader with strong expertise in international logistics, regulatory compliance, and operational excellence.
  <br/>
  <br/>
 </p>
 Key Responsibilities
 <br/>
 <br/>
 <ul>
  <li>
   Lead, mentor, and develop a high‑performing team across logistics and customer service functions.
  </li>
  <li>
   Oversee international import and export activities, ensuring full regulatory compliance and accurate documentation.
  </li>
  <li>
   Manage domestic transportation networks and relationships with third‑party logistics (3PL) providers.
  </li>
  <li>
   Build and implement strategies for duty drawback, tariff efficiency, and duty‑minimization.
  </li>
  <li>
   Monitor global customs requirements, regulatory updates, and compliance risks; advise stakeholders on required actions.
  </li>
  <li>
   Audit customs entries for proper tariff classification, valuation accuracy, and correct duty assessment.
  </li>
  <li>
   Train internal teams on U.S. Customs, trade compliance expectations, and Reasonable Care obligations.
  </li>
  <li>
   Oversee sourcing, performance, and service quality of brokers, freight forwarders, carriers, and other logistics partners.
  </li>
  <li>
   Monitor on‑time delivery metrics; conduct root‑cause analysis and implement corrective actions for late orders.
  </li>
  <li>
   Gather and share Voice of Customer (VOC) insights to enhance internal processes and customer touchpoints.
  </li>
  <li>
   Ensure timely ownership and resolution of customer concerns.
   <br/>
   <br/>
  </li>
 </ul>
 Qualifications
 <br/>
 <br/>
 <ul>
  <li>
   Bachelor's degree in Supply Chain, Logistics, Business Administration, or a related field.
  </li>
  <li>
   At least 8 years of progressive experience in domestic and international logistics and customer service.
  </li>
  <li>
   Demonstrated ability to work independently in a fast‑moving, global environment.
  </li>
  <li>
   Proven leadership experience with a focus on developing and coaching team members.
  </li>
  <li>
   Strong analytical and organizational skills; continuous improvement mindset.
  </li>
  <li>
   Proficiency in Microsoft Office with advanced Excel skills; ERP experience preferred (Microsoft D365 a plus).
  </li>
  <li>
   Experience within the chemical or industrial sectors is advantageous.
  </li>
  <li>
   U.S. Customs Broker license is beneficial but not required.
  </li>
  <li>
   Ability to travel as necessary.
   <br/>
  </li>
 </ul>
 <p>
 </p>
</div>


Global Logistics and Customer Service Manager

Sephora

<div><p>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful.</p><p></p><p><br>
Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty.</p><p></p><p><br>
With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more.</p><p></p><p><b><br>
You will excel and enjoy this position if you are ready to actively handle the following missions :</b></p><p></p><div><b><br>
Client Experience:</b></div><br>
<div></div><ul><li>
Embody Sephora Attitude and set an example in front of the team.</li></ul><ul><li>
Provide support to the team in difficult situations ensuring client satisfaction.
</li><li>Provide extensive coaching and training to assist the team in meeting all commercial and operational KPIs.</li><li>
Take over floor leadership segments and ensure the floor is always managed and covered.</li><li>
Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.</li><li>
Provide support for the floor manager as an active co-lead.</li><li>
Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.</li><li>
Inspire the team to use digital tools to deliver a customized service.</li><li>
Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.</li><li>
Provide support for the Customer Experience Manager in analyzing results and proposing action plans in order to enhance client experience during the skincare shopping experience.
</li><li>Provide support for the Customer Experience Manager by maintaining and enforcing quality customer service and resolving customer service complaints.</li></ul><div></div><div><b><br>
Sales:</b></div><br>
<div></div><ul><li>
Collaborate in achieving skincare sale targets and overall store objectives.
</li><li>Reinforce sales policies and techniques established at Sephora University with all team members.
</li><li>Balance and drive the sales target among selective, exclusive and Sephora Collection.</li><li>
Provide support for the Customer Experience Manager in analyzing sales results and proposing action plans to achieve set targets.</li><li>
Ensure achievements by the hour are shared with colleagues and are an active part of animating the floor and motivating the team.
</li><li>Create disruptive internal competitions to motivate the team and boost achievements.</li></ul><div></div><div><b><br>
Operations:</b></div><br>
<div></div><ul><li>
Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
</li><li>Contribute to the store projection of an excellent image through cleanliness and product restocking.</li><li>
Together with the Customer Experience Manager, encourage the team to apply and follow established policies and procedures regarding store operations.
</li><li>Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.</li><li>
Validate the podium order proposed by the Operations Manager and Podium daily performance is closely monitored.</li><li>
Align with Store Management on Shelving plans, novelties, brand relocations, gird changes, etc. and communicate to your assigned team.</li></ul><div><br>
</div><div><b>People:</b></div><br>
<div></div><ul><li>
Motivate and develop the team through daily coaching / observations.</li><li>
Communicate and inspire the team on business strategy, vision and relevant information through animate briefing, coaching and training.</li><li>
Increase the team&rsquo;s confidence and motivation by praise and feedback for their performance.</li><li>
Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the CEM.</li><li>
Coordinate with Store Management and ensure your assigned team is attending training and follow-up is done after the training is attended.</li><li>
Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member. Register new staff, report log in issues and oversee gift distribution of your assigned team.
</li><li>Ensure an addictive beauty experience through performing monthly assessments.
</li><li>Facilitate team monthly meetings to analyze and discuss their performance.</li><li>
Be responsible for the PCR and PIP process of the entire assigned team.</li><li>
Oversee the annual leave of the team and liaise with CEM / SM for final validation according to business needs.</li></ul><div></div><div><b><br>
Business:</b></div><br>
<div></div><ul><li>
Provide support to the Customer Experience Manager / Store Director with knowledge
</li></ul><div>of the market conditions, competition, client needs, etc.</div><ul><li>
Analyze all relevant KPIs and propose action plans for improvement.
</li><li>Develop and propose short and long-term strategies to drive top and bottom line/brands sales.</li><li>
Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.</li><li>
Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.</li><li>
Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends.</li><li>
Plan, implement and oversee in-store promotional events or displays.</li></ul><p></p><div><b><br>
Relationships</b></div><div><b><br>
</b></div><p><b>Internal Relationships: </b>Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head Office teams.</p><p><b>
External Relationships: </b>Clients, Brand Promoters/Managers Brand Trainers, Security, and Cleaning team.</p><p></p><div><br>
</div><p><b><i>Do not hesitate to apply if you have&hellip; or if you are &hellip;</i></b></p><p><br>
</p><ul><li>Minimum 5 years of experience in retail with proven successful sales and services in store.
</li><li>Minimum 2 to 3 years&rsquo; experience in team management.
</li></ul><ul><li>3 years in the beauty industry.</li><li>
Advanced skincare knowledge.</li><li>
Bachelor&rsquo;s degree.</li><li>
English &ndash;Advanced level.</li><li>
Arabic is a plus.</li><li>
Digital orientation/analytical skills/business acumen.</li><li>
Excellent communication/public speaking skills.</li><li>
Ability to develop and manage people.</li><li>
Commercial awareness.
</li><li>Strong training &amp; coaching ability on product and services.</li><li>
Intermediate MS Office Skills.</li></ul><p></p><p><b><br>
Here, you will find:</b></p><p></p><ul><li><b><br>
Community,</b> in which authenticity is embraced, and the strength of our differences fuels our collective spirit</li><li><b>
Culture </b>of empowerment, learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead</li><li><b>
Work that brings fulfillment.</b> From delighting clients every day, to inspiring our industry at large, every action makes a difference</li></ul></div>

Skincare Manager

CAREERXCHANGE®, Inc.

<div>
 <p>
  <strong>
   Customer Service Manager
  </strong>
 </p>
 <p>
  Miami, FL | On-site
 </p>
 <p>
  Full-Time | Confidential Search
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are partnering with a well-established, industry-leading organization to identify a
  <strong>
   Customer Service Manager
  </strong>
  to lead and elevate a high-performing customer support operation. This is a confidential opportunity with a large, fast-paced manufacturing company offering strong stability and growth potential.
 </p>
 <p>
  <br/>
 </p>
 <p>
  This role is ideal for a hands-on leader who thrives in a call center environment, enjoys developing teams, and is passionate about driving operational excellence and customer satisfaction.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Key Responsibilities:
 </p>
 <ul>
  <li>
   Lead, coach, and develop a team of Customer Service Representatives and Call Center Agents
  </li>
  <li>
   Oversee daily operations to ensure timely and accurate processing of customer requests, orders, and inquiries
  </li>
  <li>
   Monitor and drive performance against key KPIs (service levels, response times, order accuracy, customer satisfaction, etc.)
  </li>
  <li>
   Identify and implement process improvements to enhance efficiency and service quality
  </li>
  <li>
   Partner cross-functionally with internal teams including operations, logistics, and sales
  </li>
  <li>
   Manage hiring, onboarding, and ongoing training of team members
  </li>
  <li>
   Handle escalated customer issues with professionalism and urgency
  </li>
 </ul>
 <p>
  What We&rsquo;re Looking For:
 </p>
 <ul>
  <li>
   Proven experience managing teams in a call center or high-volume customer service environment
  </li>
  <li>
   Strong leadership and team development skills
  </li>
  <li>
   Experience working within manufacturing, distribution, or related industries is a plus
  </li>
  <li>
   Data-driven mindset with the ability to track, analyze, and improve KPIs
  </li>
  <li>
   Excellent communication and problem-solving abilities
  </li>
  <li>
   Ability to thrive in a fast-paced, results-oriented environment
  </li>
 </ul>
 <p>
  Why This Opportunity:
 </p>
 <ul>
  <li>
   Join a stable and growing organization with strong market presence
  </li>
  <li>
   Opportunity to make a direct impact on operations and customer experience
  </li>
  <li>
   Collaborative leadership team and supportive culture
  </li>
  <li>
   Clear path for growth and advancement
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  If you&rsquo;re interested in learning more, feel free to apply directly or message me for a confidential conversation.
 </p>
</div>


Customer Service Manager

Rowan

<div><div><b>About Rowan:</b></div>
<div></div>
<div>At Rowan, we are all about making ear piercing experiences a celebration full of joy! Rowan is an innovative ear-piercing and hypoallergenic jewelry brand that brings safety to the forefront with our team of licensed nurses &ndash; and celebration to every customer with our joyful approach to piercings and jewelry. Our priority is to offer a fun, celebratory, and safe ear piercing experience for everyone. When we say piercing for all, we mean it. Everybody is invited to this ear party!</div>
<h3 class="jobSectionHeader"><b>About This Role:</b></h3><ul>
<li>The Clinical Studio Manager (CSM) pierces, oversees the daily operations of our ear piercing studio, ensuring the highest level of customer service, and maintaining a clean, safe, and welcoming environment. The ideal Clinical Studio Manager candidate will be a strong Rowan Nurse with a passion for retail, a commitment to safety and customer satisfaction, and an ability to drive sales and manage a team effectively. We are looking for an enthusiastic, customer-obsessed Clinical Studio Manager to join our team and oversee our <b>Mountain View Village</b> studio location.</li>
</ul><h3 class="jobSectionHeader"><b>Key Responsibilities:</b></h3><ul>
</ul><div><b>Piercing:</b></div>
<ul><li>Create magical and memorable customer experiences by combining top-notch clinical care with a celebratory atmosphere during each piercing session.</li>
<li>Ensure customer's safety and comfort and smooth flow of customer care.</li>
<li>Provide confident, clear, and professional communication with clients throughout their entire piercing experience.</li>
<li>Educate customers on aftercare, promoting Rowan's After Care to support healing and ensure their well-being.</li>
<li>Conduct a thorough ear evaluation to find the perfect earring placement and offer personalized styling advice.</li>
<li>Maintain a sterile and aseptic environment at the nurse station and on the procedure tray, ensuring all surfaces, instruments, and supplies are clean and properly sanitized to prevent contamination and promote customer safety.</li>
<li>Use your expert knowledge of skin care and infection control and prevention to provide professional and personalized piercing services.</li>
<li><b>Customer Experience:</b></li>
<li>Create a warm, welcoming, celebratory atmosphere, greet and engage with customers.</li>
<li>Customer-obsessed, working on the selling floor shoulder to shoulder with your teams, leading by example and delivering celebratory customer service, ensuring every customer enjoys a joyful and memorable ear piercing experience.</li>
<li>Help customers and their friends and family choose and style their ears with Rowan jewelry.</li>
<li>Handle customer inquiries, concerns, and complaints with professionalism and a focus on customer satisfaction.</li>
<li>Maintain a clean, welcoming, and safe studio environment at all times.</li>
<li>Engage with the local community to drive brand awareness, traffic and appointments.</li>
<li>Create a comforting atmosphere for customers, easing their concerns to ensure a relaxed and confident piercing experience.</li>
<li>Actively monitor the customer experience, quickly addressing and resolving any issues to maintain Rowan's clinical piercing standards.</li>
<li><b>Leadership + Team Management:</b></li>
<li>Lead, coach, and develop a team of studio staff, including Nurse Piercers and Sales Associates, to ensure consistent delivery of exceptional customer service and adherence to Rowan&rsquo;s Clinical Safety standards and protocols.</li>
<li>Accountable for meeting Studio targets and overall performance, driving revenue growth and creating a performance-oriented culture by setting clear expectations and targets for the Studio team.</li>
<li>Foster a positive and inclusive team culture that reflects Rowan&rsquo;s values and mission, bringing out the best in the Studio team and helping all team members meet and exceed their goals.</li>
<li>Schedule staff in partnership with District Manager within labor allocations to ensure optimal coverage while achieving payroll plans and audit for payroll accuracy, Manage time-off requests, and handle any staffing issues as they arise.</li>
<li>Recruit for open studio positions.</li>
<li><b>Operations + Sales:</b></li>
<li>Oversee all aspects inventory management, prioritizing Studio compliance to policies and standard operating procedures, while ensuring inventory control through POS accuracy and loss prevention measures.</li>
<li>Meet or exceed individual and Studio sales targets and performance metrics, including average order value, revenue to target, and increasing LTV by effectively communicating the value of Rowan&rsquo;s services and products to customers, converting piercing customers to non piercing jewelry customers, and coaching and helping team members achieve their targets as well.</li>
<li>Drive sales and profitability by meeting or exceeding targets through optimized appointments, inventory sell-through, and ensuring proper daily team coverage to meet customer demand.</li>
<li>Ensure all visual merchandising standards are met and that product presentation, displays and fixtures are reflective of brand guidelines and standards.</li>
<li>Ensure compliance with all health and safety regulations, particularly regarding ear piercing procedures.</li>
<li>Ensure the studio and selling floor are neat, clean, organized, and reflects the brand image at all times.</li>
<li>Ensure all piercing stations, including the nurse cart, mayo stand, and nurse nook, are always stocked with the necessary supplies and ready for any customer needs.</li>
<li>Ensure the safety and cleanliness of our services by sterilizing jewelry and needle piercing instruments.</li>
<li><b>Training + Development:</b></li>
<li>Mentor and train new nurses to uphold Rowan's Clinical Piercing Standards, including shadowing piercing services and observing customer interactions.</li>
<li>Train and onboard new staff members, ensuring they understand Rowan&rsquo;s procedures, safety protocols, customer experience standards and product knowledge.</li>
<li>Leverage coaching and feedback to continually develop a diverse Studio team.</li>
<li>Provide ongoing training and development opportunities to staff to enhance their skills and knowledge.</li>
<li><b>Administrative Duties:</b></li>
<li>Prepare and submit reports on studio performance, including sales, customer feedback, and operational opportunities.</li>
<li>Ensure studio budgets, track expenses, and financial targets are met.</li>
<li>Coordinate with corporate teams on marketing initiatives, product launches, and other company-wide activities.</li>
</ul><h3 class="jobSectionHeader"><b>What You Offer:</b></h3><ul>
<li>Required Certifications: Active RN or LPN/LVN License.</li>
<li>Proven experience in a retail management role for 3-5 years, preferably in a similar service-oriented environment. Jewelry experience a plus.</li>
<li>Proven strong leadership skills with the ability to inspire, motivate and develop a team.</li>
<li>Customer-obsessed, you love being on a selling floor with your team leading by example and delivering exceptional, memorable customer experiences.</li>
<li>Proven track record of driving sales and optimizing store profitability.</li>
<li>Excellent customer service skills with a passion for creating memorable experiences.</li>
<li>Ability to work a flexible schedule, including weekends and holidays.</li>
<li>Thrives in a fast-paced environment, able to adapt to multiple priorities while ensuring daily expected standards and financial goals are met.</li>
<li>Comfortable using technology, software systems and POS.</li>
<li>Deep understanding of retail operations, including inventory management and visual merchandising.</li>
<li>Strong organizational and multitasking abilities.</li>
<li>Knowledge of health and safety regulations, particularly related to piercing, is a plus.</li>
<li>Excellent verbal and written communication skills.</li>
<li>Proficient working in Google Suite (Calendar, Gmail, Sheets, and Documents).</li>
<li>Analytical skills, including basic retail math, calculating inventory on-hands, tracking sales.</li>
<li>The role involves tasks that may include climbing ladders, bending, lifting, pushing, and reaching above and below the waist. The ability to lift up to 25 pounds is required.</li>
<li>Standing for a full 8-hour shift is a regular part of this role.</li>
<li>We are committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of this job, provided that these accommodations do not create undue hardship for the company, impede job performance, or pose safety concerns.</li>
<li>You make a commitment and stick to it!</li>
</ul>
<div></div><div>Work Expectations:</div>
<ul><li>Full-time schedule: 5 full days per week.</li>
<li>Weekend availability: 3 weekends per month.</li>
</ul><h3 class="jobSectionHeader"><b>Benefits + Perks:</b></h3><ul>
<li>Annual Base Salary between $65,000 - $75,000. This role is eligible for the Studio Manager Monthly bonus program as well as earned tips!</li>
<li>Paid accrued Vacation and Sick Time for full-time employees.</li>
<li>Medical/Dental/Vision Health Plans for full time employees.</li>
<li>Employee Assistance Program (EAP) Resources.</li>
<li>401k and Roth IRA Plans.</li>
<li>Generous employee discounts on our amazing products and services!</li>
<li>Team Member Referral Bonus plan for Studio positions.</li>
</ul><div>Check us out on the TODAY Show on NBC &mdash; How 1 woman is reinventing the ear piercing experience (today.com)</div>
<div></div>
<div><i>Important note: Rowan believes in teamwork, collaboration, and diversity. We know our team is stronger together and we commit to staying true to these values as we grow. In a remote setting, interviewing at Rowan may include phone interviews, virtual &ldquo;on-site&rdquo; interviews, and on-the-job mock cases. We are committed to run a thorough process for candidates with whom we identify a potential match, and we will do our best to follow-up with each and every applicant! If you&rsquo;re on the fence, just give it a try! We are an equal opportunity employer and we encourage everyone to apply!</i></div>
<div></div>
<div>Rowan is an equal opportunity employer. All applicants will be considered for employment without regard to race, religious creed (including religious dress and grooming practices), color, national origin (including language use and possession of a driver's license issued to persons unable to prove their presence in the United States is authorized under federal law), ancestry, physical disability, mental disability, medical condition, genetic information, registered domestic partner status, marital status, sex (including pregnancy), sexual orientation, gender, gender identity (including transgender identification), gender expression, age for individuals over forty years of age, military and veteran status of any person, or any other consideration made unlawful by federal, state, or local laws (&ldquo;protected characteristics&rdquo;).</div>
<p>
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

Nurse Manager

<div><div><b>About Rowan:</b></div>
<div></div>
<div>At Rowan, we are all about making ear piercing experiences a celebration full of joy! Rowan is an innovative ear-piercing and hypoallergenic jewelry brand that brings safety to the forefront with our team of licensed nurses &ndash; and celebration to every customer with our joyful approach to piercings and jewelry. Our priority is to offer a fun, celebratory, and safe ear piercing experience for everyone. When we say piercing for all, we mean it. Everybody is invited to this ear party!</div>
<h3 class="jobSectionHeader"><b>About This Role:</b></h3><ul>
<li>The Clinical Studio Manager (CSM) pierces, oversees the daily operations of our ear piercing studio, ensuring the highest level of customer service, and maintaining a clean, safe, and welcoming environment. The ideal Clinical Studio Manager candidate will be a strong Rowan Nurse with a passion for retail, a commitment to safety and customer satisfaction, and an ability to drive sales and manage a team effectively. We are looking for an enthusiastic, customer-obsessed Clinical Studio Manager to join our team and oversee our <b>Bellevue Square</b> studio location.</li>
</ul><h3 class="jobSectionHeader"><b>Key Responsibilities:</b></h3><ul>
</ul><div><b>Piercing:</b></div>
<ul><li>Create magical and memorable customer experiences by combining top-notch clinical care with a celebratory atmosphere during each piercing session.</li>
<li>Ensure customer's safety and comfort and smooth flow of customer care.</li>
<li>Provide confident, clear, and professional communication with clients throughout their entire piercing experience.</li>
<li>Educate customers on aftercare, promoting Rowan's After Care to support healing and ensure their well-being.</li>
<li>Conduct a thorough ear evaluation to find the perfect earring placement and offer personalized styling advice.</li>
<li>Maintain a sterile and aseptic environment at the nurse station and on the procedure tray, ensuring all surfaces, instruments, and supplies are clean and properly sanitized to prevent contamination and promote customer safety.</li>
<li>Use your expert knowledge of skin care and infection control and prevention to provide professional and personalized piercing services.</li>
</ul><div><b>Customer Experience:</b></div>
<ul><li>Create a warm, welcoming, celebratory atmosphere, greet and engage with customers.</li>
<li>Customer-obsessed, working on the selling floor shoulder to shoulder with your teams, leading by example and delivering celebratory customer service, ensuring every customer enjoys a joyful and memorable ear piercing experience.</li>
<li>Help customers and their friends and family choose and style their ears with Rowan jewelry.</li>
<li>Handle customer inquiries, concerns, and complaints with professionalism and a focus on customer satisfaction.</li>
<li>Maintain a clean, welcoming, and safe studio environment at all times.</li>
<li>Engage with the local community to drive brand awareness, traffic and appointments.</li>
<li>Create a comforting atmosphere for customers, easing their concerns to ensure a relaxed and confident piercing experience.</li>
<li>Actively monitor the customer experience, quickly addressing and resolving any issues to maintain Rowan's clinical piercing standards.</li>
</ul><div><b>Leadership + Team Management:</b></div>
<ul><li>Lead, coach, and develop a team of studio staff, including Nurse Piercers and Sales Associates, to ensure consistent delivery of exceptional customer service and adherence to Rowan&rsquo;s Clinical Safety standards and protocols.</li>
<li>Accountable for meeting Studio targets and overall performance, driving revenue growth and creating a performance-oriented culture by setting clear expectations and targets for the Studio team.</li>
<li>Foster a positive and inclusive team culture that reflects Rowan&rsquo;s values and mission, bringing out the best in the Studio team and helping all team members meet and exceed their goals.</li>
<li>Schedule staff in partnership with District Manager within labor allocations to ensure optimal coverage while achieving payroll plans and audit for payroll accuracy, Manage time-off requests, and handle any staffing issues as they arise.</li>
<li>Recruit for open studio positions.</li>
</ul><div><b>Operations + Sales:</b></div>
<ul><li>Oversee all aspects inventory management, prioritizing Studio compliance to policies and standard operating procedures, while ensuring inventory control through POS accuracy and loss prevention measures.</li>
<li>Meet or exceed individual and Studio sales targets and performance metrics, including average order value, revenue to target, and increasing LTV by effectively communicating the value of Rowan&rsquo;s services and products to customers, converting piercing customers to non piercing jewelry customers, and coaching and helping team members achieve their targets as well.</li>
<li>Drive sales and profitability by meeting or exceeding targets through optimized appointments, inventory sell-through, and ensuring proper daily team coverage to meet customer demand.</li>
<li>Ensure all visual merchandising standards are met and that product presentation, displays and fixtures are reflective of brand guidelines and standards.</li>
<li>Ensure compliance with all health and safety regulations, particularly regarding ear piercing procedures.</li>
<li>Ensure the studio and selling floor are neat, clean, organized, and reflects the brand image at all times.</li>
<li>Ensure all piercing stations, including the nurse cart, mayo stand, and nurse nook, are always stocked with the necessary supplies and ready for any customer needs.</li>
<li>Ensure the safety and cleanliness of our services by sterilizing jewelry and needle piercing instruments.</li>
</ul><div><b>Training + Development:</b></div>
<ul><li>Mentor and train new nurses to uphold Rowan's Clinical Piercing Standards, including shadowing piercing services and observing customer interactions.</li>
<li>Train and onboard new staff members, ensuring they understand Rowan&rsquo;s procedures, safety protocols, customer experience standards and product knowledge.</li>
<li>Leverage coaching and feedback to continually develop a diverse Studio team.</li>
<li>Provide ongoing training and development opportunities to staff to enhance their skills and knowledge.</li>
</ul><div><b>Administrative Duties:</b></div>
<ul><li>Prepare and submit reports on studio performance, including sales, customer feedback, and operational opportunities.</li>
<li>Ensure studio budgets, track expenses, and financial targets are met.</li>
<li>Coordinate with corporate teams on marketing initiatives, product launches, and other company-wide activities.</li>
</ul><h3 class="jobSectionHeader"><b>What You Offer:</b></h3><ul>
<li>Required Certifications: Active RN or LPN/LVN License.</li>
<li>Proven experience in a retail management role for 3-5 years, preferably in a similar service-oriented environment. Jewelry experience a plus.</li>
<li>Proven strong leadership skills with the ability to inspire, motivate and develop a team.</li>
<li>Customer-obsessed, you love being on a selling floor with your team leading by example and delivering exceptional, memorable customer experiences.</li>
<li>Proven track record of driving sales and optimizing store profitability.</li>
<li>Excellent customer service skills with a passion for creating memorable experiences.</li>
<li>Ability to work a flexible schedule, including weekends and holidays.</li>
<li>Thrives in a fast-paced environment, able to adapt to multiple priorities while ensuring daily expected standards and financial goals are met.</li>
<li>Comfortable using technology, software systems and POS.</li>
<li>Deep understanding of retail operations, including inventory management and visual merchandising.</li>
<li>Strong organizational and multitasking abilities.</li>
<li>Knowledge of health and safety regulations, particularly related to piercing, is a plus.</li>
<li>Excellent verbal and written communication skills.</li>
<li>Proficient working in Google Suite (Calendar, Gmail, Sheets, and Documents).</li>
<li>Analytical skills, including basic retail math, calculating inventory on-hands, tracking sales.</li>
<li>The role involves tasks that may include climbing ladders, bending, lifting, pushing, and reaching above and below the waist. The ability to lift up to 25 pounds is required.</li>
<li>Standing for a full 8-hour shift is a regular part of this role.</li>
<li>We are committed to providing reasonable accommodations to enable individuals with disabilities to perform the essential functions of this job, provided that these accommodations do not create undue hardship for the company, impede job performance, or pose safety concerns.</li>
<li>You make a commitment and stick to it!</li>
</ul>
<div></div><div>Work Expectations:</div>
<ul><li>Full-time schedule: 5 full days per week.</li>
<li>Weekend availability: 3 weekends per month.</li>
</ul><h3 class="jobSectionHeader"><b>Benefits + Perks:</b></h3><ul>
<li>Annual Base Salary between $75,000 - $80,000. This role is eligible for the Studio Manager Monthly bonus program as well as earned tips!</li>
<li>Paid accrued Vacation and Sick Time for full-time employees.</li>
<li>Medical/Dental/Vision Health Plans for full time employees.</li>
<li>Employee Assistance Program (EAP) Resources.</li>
<li>401k and Roth IRA Plans.</li>
<li>Generous employee discounts on our amazing products and services!</li>
<li>Team Member Referral Bonus plan for Studio positions.</li>
</ul><div>Check us out on the TODAY Show on NBC &mdash; How 1 woman is reinventing the ear piercing experience (today.com)</div>
<div></div>
<div><i>Important note: Rowan believes in teamwork, collaboration, and diversity. We know our team is stronger together and we commit to staying true to these values as we grow. In a remote setting, interviewing at Rowan may include phone interviews, virtual &ldquo;on-site&rdquo; interviews, and on-the-job mock cases. We are committed to run a thorough process for candidates with whom we identify a potential match, and we will do our best to follow-up with each and every applicant! If you&rsquo;re on the fence, just give it a try! We are an equal opportunity employer and we encourage everyone to apply!</i></div>
<div></div>
<div>Rowan is an equal opportunity employer. All applicants will be considered for employment without regard to race, religious creed (including religious dress and grooming practices), color, national origin (including language use and possession of a driver's license issued to persons unable to prove their presence in the United States is authorized under federal law), ancestry, physical disability, mental disability, medical condition, genetic information, registered domestic partner status, marital status, sex (including pregnancy), sexual orientation, gender, gender identity (including transgender identification), gender expression, age for individuals over forty years of age, military and veteran status of any person, or any other consideration made unlawful by federal, state, or local laws (&ldquo;protected characteristics&rdquo;).</div>
<p>
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

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