Job Specifications
We are adding a new full-time role to Victoria Beckham Beauty to bridge the gap between what we build and what our customers experience; connecting Product Development, Marketing, and CX to turn launches, feedback, and insights into clear, actionable tools that empower our team and deliver support that feels elevated, informed, and human. This role will be a hybrid role based in New York, reporting to our Senior Director of Customer Experience.
Roles & Responsibilities
Product Reviews & Voice of Customer Insights
Own the YOTPO review process across all markets:
Screen, monitor and respond to customer reviews (publicly and internally).
Identify and escalate 1–2 star reviews and product feedback themes.
Build and maintain a system for review management, including Zendesk integrations, internal flows, and training.
Produce quarterly product insight reports combining:
Returns and replacement order data
Inbox and macro usage analysis
Review sentiment and product-specific trends
Present key findings and customer feedback to cross-functional stakeholders to inform future product and GTM planning.
Training, Enablement & Internal Resources
Translate internal product documentation (ingredient fact sheets, PDP assets, marketing messaging, etc.) into CX-facing enablement materials, including but not limited to:
Style guides, training guides and FAQs (both internal and customer-facing)
Updating product-related Help Center content within Zendesk and SwiftCX AI
Owning and optimising Style Guide and Product Recommendations AI ChatBot with SwiftCX
Collaborate with Product Development and Product Marketing leads to ensure accuracy and consistency.
Concierge Program & Customer Engagement Innovation
Support research and planning for Victoria Beckham Beauty future Concierge Program connected to The V-Suite by:
Conducting competitive analysis across the beauty/wellness landscape
Contributing to defining the customer experience (video calls, chat support, etc.)
Building training materials, CX guides, and onboarding content for future concierge agents
Experience
3+ years of experience in Customer Experience, product education, training, or related cross-functional support roles, ideally within a consumer brand or e-commerce environment.
Advanced experience working with CX and product feedback tools (e.g., Zendesk, Yotpo, Help Center and educational platforms), with a focus on translating product knowledge into internal resources and customer-facing support.
Strong analytical and reporting skills - able to identify customer insights from reviews, returns, and ticket data, and communicate trends and opportunities clearly to cross-functional stakeholders.
Strategic thinker, detail-oriented, well-organized, flexible, independent and resourceful. Must be able to move between big-picture planning and executional follow-through.
Strong and effective written communicator
Able to work on a small but growing business in a lean, entrepreneurial environment
Victoria Beckham Beauty is built on the promise of high-performance beauty through Victoria’s own discerning designer eye. Launched in September 2019, it is a digital-first, clean and cruelty-free beauty brand, designed to elevate your beauty routine. The brand offers a highly-edited collection of clean, inclusive skincare and makeup whilst building towards the entry into new beauty categories. Created for those seeking a simplified selection of clinically-validated, highly efficacious products in a refined luxurious experience, each product and touchpoint are an authentic extension of Victoria’s real-life discoveries and lifestyle. The award-winning formulas are guaranteed to deliver on the promise of Luxury Performance, Clean Beauty. Based in NYC, it operates as a Global Organization in partnership alongside the Victoria Beckham fashion label, based in London.
At Victoria Beckham Beauty, we are committed to fostering an inclusive and diverse workplace. We are an equal-opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status. We encourage candidates of all backgrounds and experiences to apply.
Salary Range: The Salary Range for this position is $55K to $65K, with exact salary depending on the location, prior work experience, and the assessment for one's fit of the role.
About the Company
Beauty In Motion Victoria Beckham Beauty is founded on the idea that beauty should complement and empower the dynamic life you lead. When Victoria envisioned what she wanted Victoria Beckham Beauty to be, she asked herself - what would the most amazing luxury beauty brand look like in ten years? She concluded that the future of beauty would be super clean, perform at the highest luxury level, welcome everyone who loves beauty, help people fuel their lives inside and out, be sustainable, transparent, digital-first, cruelty-fr...
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