Brand Experience Manager (m/f/d)

About the role

Our mission is to bring Clean K-Beauty Innovations, from Korea straight to Europe, UK, and the US – without ever compromising on our values, quality, and sustainability. Our clean, mindfully produced skincare products are made with love in Korea, vegan, cruelty-free, and packed with the best natural and active ingredients.

What you’ll do

• Own the end-to-end customer journey across channels, identifying and resolving friction points through data, surveys, and feedback
• Partner with Marketing, Website, and CRM to personalize digital experiences at scale
• Lead the unboxing and product experience — packaging, inserts, merchandise — partnering with Creative and Product Development on new launches, artwork approvals, and regulatory compliance across markets
• Build data-driven customer segmentation and personas with CRM and Data teams to power tailored journeys
• Own Voice of Customer efforts (reviews, surveys, social listening, support) and the brand perception/awareness studies, turning insights into dashboards and recommendations
• Track CX and brand health KPIs (NPS, repurchase rate, churn, Brand Health Index)
• Guard brand consistency across tone, visuals, and copy; own the Brand Book and ensure correct use of sustainability certifications (B Corp, 1% for the Planet)
• Mentor junior team members on tools, processes, and onboarding
• Manage cross-functional brand projects (e.g. Advent Calendar, Holiday Boxes, Sephora editions) from concept to launch

What they’re looking for

Select a requirement to inspect fit, evidence or application context.

• Several years of experience in CX, brand marketing, or customer insights, ideally within beauty, lifestyle, or consumer brands.
• Proven ability to translate data and customer feedback into actionable strategy and measurable outcomes.
• Experience managing cross-functional projects across marketing, product, creative, and operations.
• Comfortable owning segmentation, journey mapping, and CX reporting end-to-end.
• Some experience coaching or mentoring junior team members.
• Highly organised, analytical, and detail-oriented, with strong project management skills across parallel workstreams.
• Collaborative, calm, and adaptable in a fast-moving scale-up environment.
• Fluent in English; additional European languages (e.g. German, French, Spanish, or Italian) are a plus.
• Experience working closely with packaging design and production teams is a strong plus.