About the job Customer Experience Executive (Luxury E-commerce)
Full-time · In-house (Cheadle Hulme)
Flat salary + performance-based bonus
At gee, we don’t just sell hair extensions - we offer confidence you can clip in. Every customer matters, and we’re looking for someone who treats them that way.
This role isn’t about ticking boxes. It’s about showing up every day ready to own the customer experience - from the first message to the final thank you. If you’re naturally organised, love problem-solving, and have an eye for detail, this could be your perfect fit.
What you’ll do
You’ll be the first point of contact across all our customer touch points - including email, WhatsApp, FaceTime, Instagram, FaceBook and TikTok. You’ll need to respond with care, warmth and clarity, always reflecting the tone and luxury service our customers expect from gee.
- Colour match customers with care and precision
- Recommend the best styles based on hair type, lifestyle, and desired result
- Own all incoming enquiries across email, WhatsApp, and social – including product questions, gifting, returns, and order updates
- Handle complaints with confidence and clarity
- Manage and resolve card disputes (prior experience essential)
- Spot patterns and feedback trends, and flag what needs fixing internally
- Follow and improve our customer care SOPs as you go
- Work closely with the fulfilment team to prevent issues before they happen and act fast when they do
- Meet and exceed KPIs
- Take full ownership of the role. You’ll be trusted to manage your area with maturity, initiative, and a strong sense of responsibility
You’ll love this role if you:
- Have 3+ years experience in e-commerce customer service ideally with a premium, beauty, or hair-related brand
- Know your way around Shopify and tools such as Notion
- Are comfortable colour-matching and speaking confidently about hair types and extensions
- Understand the customer journey - from first question to long-term loyalty
- Are naturally organised, thorough, and proactive
- Communicate clearly within a team
- Emotional intelligence, strong written communication, and sharp attention to detail
What we offer
- A flat salary + monthly bonus based on CX performance and KPIs
- A calm, well-structured in-house environment in Cheadle Hulme
- Support from a tight-knit, ambitious team that values quality over chaos
- Opportunities to grow as the business scales - whether into training, CX strategy, or more