MAESA Customer Care Manager Salary in the United States

This role can be remote.

About Maesa

Maesa is the world’s largest independent beauty brand incubator. Maesa operates two categories of business – exclusive brands for mass, drug and specialty retailers and outsourcing for beauty brands. Maesa partners with over 80 global customers such as Sephora, Urban Outfitters, Target, Ulta, Parlux, Ralph Lauren, Sally Beauty, Banana Republic, Walmart, H&M, and Zara. Launching over 4,000 proprietary products per year, Maesa delivers marketing and white space analysis creating proprietary design, product development, speed-to-market, cost savings, and resource efficiencies. Vertically integrated with marketing, design, engineering, product development/formulation and regulatory, Maesa has mastered “commercializing creativity” servicing the fundamental revolutionary change in the beauty industry. Headquartered in New York and Paris, with additional offices in Los Angeles, Vienna, Dubai, Hong Kong, and Dongguan, Maesa employs about 350 team members worldwide with over 170 employees in the US.

Maesa is currently seeking a Customer Care Manager to define ecommerce customer service and care for our direct to consumer business. This person should establish the best practices, initiate, and implement tools to set up a department for growth.

The Customer Care Manager will also be responsible for providing best in class email, phone correspondence to our valued customers for some of the fastest growing brands in beauty – Flower by Drew, Kristin Ess, TPHbyTARAJI, Hairitage by Mindy McKnight and Together Beauty. This role will singularly manage Customer Care for Kristin Ess (80%) while overseeing agents dedicated to the other brands (20%).  You will be committed to providing the highest level of service across platforms.

This role reports to the Director of E-Commerce.

Core Responsibilities

• Oversee customer service operations across all e-commerce brands, with dedication to Kristen Ess Hair.
  • Implement processes, procedures and brand standards
  • Maintaining and exceeding exemplary customer service standards
  • Create and maintain training documents and handbooks
  • Manage PayPal/financial disputes and chargebacks
• Reporting and Analytics
  • Establish a standard reporting structure for each brand
  • Compile reporting and analytics on regular basis
    • Provide quantitative and qualitative data to management upon request
    • Provide monthly reports for active brands
  • Manage customer service communication for Kristin Ess Haircare
    • Manage customer outreach across platforms including email and phone
    • Maintain relationships with brand teams with regular meetings
    • Maintain relationship with Brand Founders
    • Warranty program management
    • Replacement processing
    • Reporting and tracking common issues
  • Order management and E-Commerce maintenance
    • Assist the ecom team with troubleshooting issues and provide relevant customer feedback
    • Monitor inventory and report discrepancies
    • Collaborate with ecom/brand teams on upcoming promotions and updates
    • Establish relationship and maintain communication with the warehouse/3PL/DCs
  • Issue management and Interdepartmental communication
    • Track and document data for customer issues and escalate trend issues to brand teams
    • Collaborate and share customer insights and feedback with operations, product development, quality and R&D
    • Work closely with IT to setup and maintain communication platforms/tools

Qualifications and Requirements

• Bachelor’s Degree is preferred.
• Atleast 4 years of relevant experience.
• Experience in the beauty industry, with a high focus on hair care training and education is a must.
• Self-starter, can do attitude. Willing to educate cross functional team members, and grow with our company setting up the department for current and future success.
• Oversee full time and temporary employees; coaching is critical.
• Must be able to manage and coach employees remotely.
• Must be able to manage communications with brand founders as well as internal stakeholders on West Coast/East Coast.
• Proficiency in Shopify and Zendesk is a must. Experience utilizing Authorize.Net is a plus.
• Strong communication skills and attention to details.
• Strong problem solving & critical thinking skills. This individual should be able to understand the customers concerns and come up with a solution to benefit both parties.
• Ability to prioritize, multi-task and handle multiple responsibilities in a fast-paced environment.
• Flexibility and willingness to take on additional responsibilities when needed.