We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty. We are a collective of disrupters and doers, of creatives and scientists, with a mission to reimagine the world of beauty. Since inception, our vertically integrated structure, including our own laboratories, manufacturing, retail stores, and brand infrastructure, have enabled us to rapidly identify opportunities and deliver quality.

We are DECIEM, The Abnormal Beauty Company. We are looking for a Global Senior Manager, Customer Happiness to join us on a 12-13 month contract who will lead our global Customer Happiness Operations team, driving operational excellence, coaching high-performing leaders, and continuously improving the customer experience across every touchpoint. This is a unique opportunity for a strategic, people-first leader who thrives in fast-paced environments, loves solving complex operational challenges, and is passionate about delivering exceptional experiences for both customers and teams.

This is a hybrid role (3 days in office) based in our Toronto office. Lead a global Customer Happiness team across North America, EMEA, and APAC to deliver exceptional customer experiences Own the operational performance of the Customer Happiness function, monitoring key metrics such as CSAT, response times, resolution times, backlog, forecasting, scheduling, and service quality Drive continuous improvement by identifying operational gaps, implementing scalable processes, and leading change management initiatives that enhance both the customer and employee experience Champion quality by overseeing the global Quality Assurance program, establishing standards,



and coaching leaders to continuously elevate service excellence Collaborate cross-functionally with teams including Brand, Digital, Technology, IT, Supply Chain, Retail, Regulatory, Legal, and Learning & Development to improve the end-to-end customer journey Analyze customer insights, operational reporting, and performance trends to make data-driven decisions that improve service delivery and business outcomes Lead, mentor, and develop leaders through regular coaching, performance management, and succession planning to build a high-performing and engaged global team Support the rollout of new tools, technologies, policies, and operational initiatives while ensuring successful adoption across multiple global regions Foster a collaborative, customer-first culture that balances operational efficiency with delivering thoughtful, human-centered customer experiences 6+ years of management experience leading customer support, customer experience, or contact centre operations, including managing leaders and developing high-performing teams ~ Strong operational mindset with experience owning service KPIs, forecasting, quality assurance, and continuous process improvement ~ Exceptional leadership, coaching, and relationship-building skills with the ability to inspire globally distributed teams in a quick-paced environment ~ Strong analytical and problem-solving abilities,



with experience leveraging customer insights and operational data to drive strategic decision-making Generous Vacation & Personal Days, plus additional time off for volunteering in your community, voting, peaceful protesting, celebrating your birthday, and more. A dog-friendly office (and lots of cute dogs to play with).

Summer

Friday’s - get off at 1pm all summer long! (Unlimited access to an Employee Assistance Program that includes mental health care, mindfulness programs, and more. LinkedIn Learning membership to help you keep growing and learning. BUILDING GROWTH TO POWER GOOD 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.

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. 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.

📌 Global Senior Manager, Customer Happiness (1 year contract) (Toronto)
🏢 DECIEM | THE ABNORMAL BEAUTY
📍 Toronto