Customer Service Assistant Manager

Our background and your main purpose… 
 
Founded in late 2016 by Aimee Connolly, Sculpted by Aimee is an Irish-born beauty brand with a global vision. Aimee, who began her journey as a makeup artist after earning a bachelor’s degree in business, spotted a gap in the market for makeup that was both easy to apply and highly effective. Combining her passion for beauty and business acumen, she launched Sculpted by Aimee to create products that simplify beauty routines without compromising results. 
At the heart of Sculpted by Aimee is a commitment to empowering beauty enthusiasts with multitasking, user-friendly products that deliver a glowing finish in five minutes or less. Our products are designed to enhance natural beauty, applying effortlessly and blending seamlessly to help our community look and feel their best. 
In less than eight years, Sculpted by Aimee has achieved cult status, surpassing established beauty conglomerates to become the number one mass cosmetics brand in Boots Ireland*. We have expanded our presence across key retailers such as Boots and Selfridges UK, and our e-commerce platform now serves customers in 68 countries. Our 360° omni-channel approach includes a robust physical presence in over 500 retailers across eight countries and four flagship stores in the UK and Ireland. 
Our product portfolio includes over 140 makeup, skincare, and body products, all proudly certified by Leaping Bunny and recognized with 40+ industry awards. With an extensive range of complexion products offering over 100 foundation shades, Sculpted by Aimee is dedicated to celebrating real skin and promoting minimal retouching in our social media and campaigns. 
*In June 2024 Sculpted by Aimee was ranked the number one mass cosmetics beauty brand in Boots Ireland’s self-selection category.  
 
Due to this exciting growth, Sculpted by Aimee are looking for a full-time Customer Service Assistant Manager to join the growing Customer Service Team based in Dublin. This hybrid role will report directly to the Customer Service Manager and play a key role in supporting the day-to-day running of the Customer Service Team. Main Accountabilities 

• Ensure the day-to-day operations of the Customer Service Team run smoothly, always prioritising a best-in-class customer experience.
• Monitor, maintain, and drive service levels, KPIs, and response times, ensuring the team consistently meets performance targets.
• Support, motivate, and manage team members, fostering development, engagement, and a high-performing culture.
• Ensure best practice processes are applied consistently across the team, maintaining quality and efficiency in customer interactions.
• Collaborate with other departments (eCommerce, Marketing, Operations, etc.) to resolve issues and enhance the overall customer journey.
• Provide input and support in training and development, ensuring the team has the tools and knowledge to deliver excellent service.
• Take ownership of projects and tasks, ensuring deadlines, quality standards, and innovation objectives are met.
• Support the implementation and adoption of automation and innovation projects to improve team efficiency and effectiveness.

• Support sustainable business practices by minimizing waste, promoting responsible sourcing, and reducing environmental impact.
• Foster a diverse, inclusive, and ethical workplace while contributing to our community initiatives both internally and externally. 
• Uphold integrity, transparency, and accountability in all business practices.

Key Skills: 

• Proven experience in a customer service leadership or supervisory role, ideally in a fast-paced retail or eCommerce environment.
• Strong team management skills, including coaching, motivating, and supporting staff to achieve high performance.
• Exceptional customer focus with a passion for delivering world-class service and maintaining high customer satisfaction.
• Excellent communication skills, both written and verbal, with the ability to liaise effectively across teams and departments.
• Strong problem-solving and decision-making abilities, with the confidence to escalate and resolve complex customer issues.
• Ability to monitor and analyse K