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Thrive Causemetics Inc. · 3 months ago

Director of Customer Experience

Los Angeles, CA

Full-time

Onsite

Director/Executive

$150K/yr - $175K/yr

10+ years exp

Thrive Causemetics is an independent, female-owned beauty brand dedicated to creating high-performance vegan cosmetics and supporting community initiatives. They are seeking a Director of Customer Experience to lead their Customer Experience team, focusing on operational excellence, team leadership, and customer-centric innovation while fostering a culture of beauty and brand loyalty.

BeautyCosmetics

No H1B

Responsibilities

Foster a beauty-first service culture

Lead by example as a true brand evangelist, inspiring your team to embrace and embody Thrive Causemetics’ values and mission

Stay ahead of beauty trends, product innovation, and customer preferences to ensure our team is equipped to provide knowledgeable, empowering, and genuinely delightful guidance

Provide clear structure, coaching, and support to a growing team that includes customer support specialists, beauty advisors, and outsourced partners

Establish leadership pathways and skill development programs that foster a high-performance, inclusive culture where people feel empowered and proud of their work

Champion the use of modern technologies including AI, automation, and advanced CX platforms to enhance ticket handling, resolution speed, and service efficiency while preserving the warmth and personalization that define our brand

Architect a consistent, branded service experience that spans ecommerce, in-store retail and wholesale, and social commerce

Ensure our tone, responsiveness, and quality standards remain cohesive across all platforms and time zones

Partner closely with CX leads to ensure our beauty advisors are equipped with deep product knowledge and brand fluency, enabling exceptional, tailored guidance and education across every channel

Serve as a key connector between CX and other teams by working closely with Ecommerce, Social, Brand, Retail, and Operations to ensure the customer’s voice is embedded in company-wide strategy and execution

Leverage customer feedback, team insights, and data to identify friction points and unlock opportunities

Build systems that drive improvements in NPS, engagement, loyalty, and team performance

Define a long-term strategy for how CX contributes to our Bigger Than Beauty™ mission

Implement operating goals, quality benchmarks, and reporting frameworks that reinforce a culture of service excellence and strategic impact

Qualification

Customer Experience InnovationCX Technology ExpertiseOmnichannel Service StrategyTeam LeadershipData AnalysisBeauty Industry KnowledgeEmpathyExceptional CommunicationInterpersonal SkillsCollaboration

Required

10+ years of experience leading CX or customer care functions in a rapidly scaling DTC and/or omnichannel retail environment

5+ years of team management experience, including hybrid or distributed teams, with a history of coaching and developing diverse roles across customer support and education

Deep passion for beauty with a pulse on trends, ingredients, and education; brings a brand-first lens to every CX touchpoint

Proven ability to translate beauty storytelling and product expertise into memorable, trust-building customer experiences

Committed to cultivating teams that embody brand values and radiate excitement, fluency, and care across all channels

Proven success in evolving CX operations and processes, not just preserving the human element but elevating it through thoughtful systems, refined service standards, and meaningful personalization

Passion for embedding CX into the fabric of the business, positioning the team as strategic partners and ensuring their voice shapes decisions at every level

Experience cultivating a team culture that blends customer support excellence with brand fluency, building a group of true beauty and brand experts who are aligned, empowered, and future-focused

Expertise in platforms such as Zendesk and complementary tools for loyalty, reviews, returns, and service automation, along with curiosity for emerging tech and AI that enhance both team and customer outcomes

Exceptional communication and interpersonal skills, with the ability to lead with empathy, clarity, and consistency while inspiring and galvanizing teams

A genuine love for the beauty space and a belief in the power of education, storytelling, and care to turn customers into lifelong advocates