Head of Customer Happiness - Global at DECIEM

WHAT ON EARTH IS DECIEM?

Known as “The Abnormal Beauty Company”, DECIEM is the parent company of The Ordinary, NIOD, and other beauty brands & is an industry disruptor with a science first approach to innovation. DECIEM was Co-Founded in 2013 by the late Brandon Truaxe, a visionary who set out to change the beauty industry through authenticity and transparency. He developed DECIEM to be a happy family (of people and beauty brands), rooted in kindness, creativity, diversity, and respect, alongside Co-Founder, Nicola Kilner.

We are growing rapidly and we’re looking for someone who shares this vision and wants to grow with us!

WHAT WE’RE LOOKING FOR

We’re looking for a Head of Customer Happiness – Global who will lead and inspire our global Customer Happiness team and own the Customer Happiness omni-channel, digital, and AI strategy and roadmap, collaborating with key stakeholders to design and implement innovative customer experiences that strengthen loyalty while reflecting DECIEM’s values and brand voice.

This is a 3 day in office hybrid role based out of our Liberty Village Toronto office.

PAY RANGE

The anticipated base salary for this position is $120,000 - $130,000.

Exact salary depends on several factors such as experience, skills, education, and budget. Salary range may vary based on geographic location.

WHAT YOU’D BE DOING IN THIS ROLE

• Define and manage global success metrics (e.g., Response Times, First Contact Resolution, Quality, CSAT) to drive exceptional customer satisfaction and ensure performance insights are communicated across the business
• Ensure customer insights inform all major brand initiatives and campaigns, and provide strategic input into DECIEM’s loyalty program, consumer panel, and community platform
• Ensure that customer relations insight is incorporated into all major brand initiatives and campaigns. Provide input into DECIEM’s loyalty program, consumer panel, and community platform strategy
• Ensure consistency of customer experience across all global markets, influencing and supporting new-market entry strategies with data-driven consumer understanding
• Build and maintain effective feedback loops to surface consumer sentiment to the wider business, enabling deeper insight and refined strategy
• Partner with the Global Senior Manager of Customer Happiness to set high standards for recruiting, managing, coaching, and developing a global team of Managers and Customer Happiness Associates
• Partner with the Global Manager of Customer Happiness Learning & Development to align on a strategic learning roadmap that applies proven adult-education and change-management methods to support soft-skills development, systems training, and readiness for new product launches and campaigns
• Continuously assess current tools and technologies; collaborate with Digital, Web Experience, IT and others, to implement solutions that enhance both internal workflows and customer-facing experience
• Evaluate global processes to identify gaps and develop policies and standard operating procedures (SOPs) to ensure consistent, scalable operations
• Ensure DECIEM’s core values and key messaging are embedded throughout every stage of the customer journey

SKILLS AND QUALIFICATIONS NEEDED TO GET THE JOB DONE

• 7+ years of progressive leadership experience in customer service, operations, or related functions, including 5+ years managing global teams or departments
• Advanced proficiency with key tools and platforms, including Salesforce, Shopify, TikTok Shop, Google Suite, and MS Office (e.g. Excel, PowerPoint, Outlook) for reporting, analysis, and executive-level presentations
• Proven ability to lead, coach, and develop high-performing teams, supported by strong interpersonal and stakeholder-management skills
• Strong written and verbal communication skills, with the ability to influence, align, and present to cross-functional partners and senior leadership
• Strong organizational, prioritization, and time-management abilities, with the capacity to manage multiple initiatives in a fast-paced environment

WHAT YOU’LL BE GAINING BY JOINING OUR TEAM

There’s a lot of good stuff that comes along with being a DECIEM team member. Here’s a few of our favourite perks and benefits, in no particular order…

• Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more.
• 6 months of paid time off for new parents (inclusive of all genders).
• Work from anywhere 4 weeks per year.
• A hybrid work model (for applicable roles).
• Summer Friday’s - get off at 1pm all summer long! (for applicable roles).
• A dog-friendly office (and lots of cute dogs to play with).
• Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more.
• Access to Development Grants & a LinkedIn Learning membership to help you keep growing and learning.
• A generous discount on DECIEM products for you, your family, and your friends.

BUILDING GROWTH TO POWER GOOD

We are a People first company that lives by our core values to…

• Do the right thing
• Create impact
• Respect small things
• Care too much
• Be the future

These values continue to guide us in all that we do. Along the way, we’ve been honoured to win some pretty incredible awards, including a CEW Achiever Award, Best Skincare Brand at Sunday Times Style Beauty Awards, and Most Popular Sustainable Brand by The Cosmetify Index Global. We’re still blushing!

SUSTAINABILITY AND SOCIAL IMPACT

DECIEM’s objective is to build growth and do good things while prioritizing people, animals, and the Earth.

Our Sustainability strategy is focused on fighting climate change, improved waste management, responsible packaging, responsible sourcing and product lifecycle, and water conservation.

In 2020, DECIEM established the Good Fund to support both large and grassroots charities in response to global events.

CREATING A HUMAN WORLD OF BEAUTY

DECIEM is committed to diversity, equity, and inclusion (DEI) by creating meaningful, measurable change in the lives of our team members and in the communities where we operate. Achieving equality is critical to DECIEM and our future. You can learn more about our DEI commitment in our open letter, "Belonging is the Destination, Change is the Journey".

DECIEM is an equal opportunity employer. We prohibit discrimination based on age, colour, disability, national origin, race, religion, sex, gender, sexual orientation, and any other legally protected class in accordance with applicable federal, provincial and local laws. We are also committed to creating and maintaining an inclusive and accessible workplace. If you are contacted to be part of our recruitment process and require accommodation, please let us know.

WANT TO JOIN US?

Thank you for reading the whole thing! If you liked what you heard, kindly send us your resume. We really appreciate your effort in applying for this position. However, only those who have been shortlisted for interviews will be contacted. <3

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