Manchester

Full-time
Reports to: Global Head of Retention & CX Package: Competitive base + performance bonus

Lead the team. Protect the customer. Drive retention.

Hairburst sits where beauty meets wellbeing

We design effective, habit‑forming hair growth solutions and the experiences that keep customers coming back. Clear routines, measurable results, products that earn a permanent spot in the bathroom.

We're owner‑operators. In 2014 our founders launched Hairburst with £4k; in 2021 the brand joined a FTSE-100 group (JD Sports); in 2023 the founders bought back 100% to build the company we always wanted to run.

Today we're in Boots, Superdrug and Holland & Barrett, on marketplaces and DTC across nine territories, backed by 1M+ customers across the UK and Europe.

As we scale, world‑class customer care across multiple countries and languages becomes mission‑critical.

Why this role matters

Customer Care is where problems are solved, loyalty is created, and where customers judge whether Hairburst is as good as our products say we are.

This role leads the full Customer Care function across UK, EU and marketplace territories. Every customer, whether in the UK, Spain, Italy, Germany, Romania, Czechia or beyond, receives a fast, high‑quality and localised experience.

When customer care is good, customers stay. When it's great, they subscribe, advocate, and repeat‑buy across all markets.

Who this works for

A customer experience leader (3-5 years) who has managed teams supporting multi‑territory, multi‑language DTC brands. Someone comfortable with volume, complexity, operational problem‑solving and people leadership.

What you'll own

Team leadership and performance. Lead, coach and develop a growing UK and International Customer Care team, including multilingual agents (in‑house or outsourced). Create a culture of accountability, empathy and high performance. Run weekly 1:1s, call/email reviews, territory‑specific huddles. Build clear KPIs across response time, quality, retention, subscription success.

International customer care operations. Ensure customers across all markets receive consistent, high‑quality service. Develop territory playbooks for language, cultural nuances, refund expectations, courier differences and payment methods. Manage relationships with any regional Customer Care partners.

Customer satisfaction and retention. Own global CSAT, response time, NPS, refund rates and subscription retention. Build processes for onboarding subscribers in all languages and re‑engaging churn‑risk customers. Ensure high first‑contact resolution across email, chat, phone and social. Turn frustrated customers into loyal ones, regardless of territory.

Commercial and operational impact. Reduce refunds and churn using proactive outreach and insight‑driven interventions. Identify territory‑specific ticket trends (courier issues in Spain, COD queries in Italy, translation questions in Germany). Work cross‑functionally (Ops, Supply Chain, Marketing, Growth, Territory Leads) to fix ticket drivers.

Build reporting that articulates the commercial impact of customer issues globally.

Quality, systems and process improvement. Own customer service tools (Gorgias, macros, workflows, translations, chat, phone). Maintain a multi‑language knowledge base that scales as we enter new territories. Identify broken or inefficient processes in fulfilment, tracking, subscriptions and marketplaces. Fix them. Deliver at least one major improvement per quarter.

Reporting and insight. Publish weekly and monthly reporting covering all UK and EU territories. Highlight insights by region: product feedback, fulfilment issues, courier performance, localisation needs. Share recommendations that reduce costs, speed up response times and drive retention.

What success looks like

High‑quality support across all territories
Faster response times globally with improved first‑contact resolution
CSAT uplift in UK and EU markets
Reduction in operational issues that previously created ticket volume
Clear insight shared with Territory Leads and Ops teams
A motivated, high‑performance care team with progression pathways
Strong subscription retention through proactive care
A customer care function that protects revenue across all markets

About you

International thinker. You understand the nuance of serving customers across different languages, markets and expectations.

Organised and reliable. You manage volume, complexity and deadlines without losing detail.

Commercial leader. You think retention, LTV, churn drivers and cost‑to‑serve.

Empathetic. You coach your team to communicate clearly and with humanity across cultures.

Process‑driven. You love improving systems and removing inefficiencies.

Clear communicator. Strong written, verbal and escalation communication.

Data‑comfortable. You interpret dashboards and use insights to drive territory‑specific improvements.

Calm under pressure. Peak trading, courier delays, marketplace issues. You stay steady and solutions‑focused.

Signals we're looking for

Experience managing multi‑language or multi‑territory customer care
Examples of coaching or scaling a team
Demonstrated improvements in CSAT, response time, or churn reduction
Experience with tools like Gorgias, Zendesk or similar
Clear examples of fixing broken processes
Experience with DTC, subscription or marketplace customer journeys

Apply

CV + 200 words answering

"Tell us about a time you managed a complex customer issue across multiple people, languages or territories. How did you keep everything organised, and what did it teach you about leadership and communication?"

Plain English. We care about how you think, not perfect grammar.

Add your response as an appendix to your CV (single document) and submit via LinkedIn, or email to recruitment@hairburst.com.

We'll only acknowledge complete applications (CV + appendix). If you've taken the time to answer properly, we'll get back to you within 48 hours.

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