At Gisou, we are on a mission to make the world GLOW! As a rapidly growing scale-up, we're dedicated to crafting iconic beauty products and activations, and building a world-class team to drive our vision and brand forward. We are talent-obsessed and deeply believe that the raw skills of our people, and their collective brilliance, are what make us truly extraordinary!
ABOUT THE ROLEAs Community & Customer Experience Director, you will own how Gisou builds and sustains relationships with its global audience, from first touch to long-term loyalty. Sitting at the intersection of community, social, and customer experience, this role shapes how we listen, engage, respond, and evolve across all touchpoints.
With a community-first, customer-centric mindset, you will turn insights into action, embedding community thinking across the business while leading CX operations and community management. You will ensure every interaction reflects Gisou’s tone of voice, strengthens brand trust, and drives advocacy.
You will work closely with Social, Marketing, Digital, and Communications, acting as both a strategic leader and hands-on steward, guiding our Founder’s presence, protecting brand reputation, and serving as a first responder in critical moments. A core focus of this role is transforming and future‑proofing community and CX through structure, systems, and AI.
This role can be hired at a Director or Head of level, depending on the depth of experience and strategic leadership the successful candidate brings to the position.
KEY RESPONSIBILITIESCommunity, Engagement & ReputationLead community management across all platforms, delivering a consistent, brand‑aligned experience.
Define and elevate what great engagement looks like, moving from reactive support to proactive community building.
Act as the guardian of Gisou’s tone of voice across community, social, and CX touchpoints.
Partner with Global Communications on reputation management and crisis response.
Steward Founder channels, guiding authentic and intentional engagement.
Own the end‑to‑end customer journey across digital and offline touchpoints.
Oversee daily CX operations, service standards, workflows, and KPIs.
Transform customer interactions into meaningful moments that build trust and loyalty.
Build strong feedback loops, translating insights into business improvements.
Drive integration across customer data, social community, and social listening.
Lead and develop the CX team, ensuring performance, growth, and SLA adherence.
Own CX tools (Zendesk, Gorgias, or similar), automation, and reporting.
Track key metrics (CSAT, NPS, response time, sentiment) to drive continuous improvement.
Partner cross‑functionally with E‑commerce, Supply, Marketing, Social, Retail, and Product.
10+ years’ experience in Community, CX, or Customer Support, ideally within beauty, fashion, or D2C.
Proven people leadership experience.
Strong analytical, communication, and stakeholder management skills.
Comfortable in fast‑growing, scale‑up environments.
Experience with Zendesk, Gorgias, or similar CX platforms.
A passion for beauty, culture, storytelling, and building meaningful relationships.
1 day of remote working per week.
Subsidised fresh daily lunch via our partner Feedr, plus drinks and snacks provided in the office.
Regular team activities and drinks.
Contribution towards a ClassPass membership.
Mental health support via OpenUp.
Ability to lease a bike with a small employer contribution.
Every year, you’ll receive a personal employee gift card.
At Gisou, you’ll be part of an ambitious, fast‑growing beauty company with an international, dynamic, and collaborative atmosphere. You’ll join a team of creative powerhouses and bold thinkers who bring out the best in each other and work together to build something iconic.
Growth here isn’t a side benefit — it’s part of the journey. As our business continues to evolve globally, you’ll find plenty of opportunities to stretch your skills, push your boundaries, and shape the future of beauty with us.
INTERESTED?We can’t wait to hear from you!
#J-18808-Ljbffr€80000.00 - €100000.00 monthly