Senior Head of Multilingual Customer Experience & Service Excellence – Leading European E‑Commerce Brand brighthush

About brighthush

brighthush is redefining the way people discover and experience fragrance across Europe. Founded in 2024, our Paris headquarters on Place Vendôme and a dynamic Berlin office serve as the beating heart of a brand that has quickly become the continent’s largest online destination for perfume decants. With a curated catalogue of over 1,000 original designer and niche fragrances sourced from more than 200 prestigious houses, we offer customers the luxury of sampling 2 ml, 5 ml, 8 ml vials and even 30 ml bottles – all backed by a rigorous 12‑point quality check at our ISO‑certified facility.

From our launch, brighthush has grown to serve 27 European markets, shipping to 26 EU countries, and generating an annual revenue of over €30 million in 2026. Our sales trajectory is nothing short of remarkable: in September 2026, monthly decant sales were 3.2 times higher than in January of the same year, and we proudly ship more than 3 million decants each year – roughly one every ten seconds. In November 2025, we announced a €25 million investment over three years to further accelerate perfume discovery across Europe.

At brighthush, we believe that choosing a fragrance online is an intimate experience that requires trust, empathy, and precision. That’s why we’re looking for a visionary leader to shape the customer experience across multiple languages and markets.

The Role

As Head of Customer Experience & Service Excellence, you will be the guardian of every customer interaction. You will define what “excellent service” looks like in a fast‑moving e‑commerce environment, set the tone of voice, and ensure that every conversation – whether in French, German, Italian, Spanish, Polish, English, or any other language – reflects the warmth, precision, and authenticity that brighthush is known for.

Key Responsibilities

• Lead Multilingual Customer Care – Oversee customer support across all European markets, ensuring seamless service in French, German, Italian, Spanish, Polish, English, and additional languages as needed.
• Define Service Standards – Establish clear response time targets, quality benchmarks, and a tone of voice that aligns with brighthush’s brand personality.
• Build a Customer‑Centric Help Centre – Design and launch a self‑service portal that customers actually use, reducing friction and empowering them to find answers quickly.
• Turn Feedback into Action – Collaborate with product, operations, and curation teams to translate customer insights into tangible improvements.
• Coach and Grow the Team – Mentor Customer Care Specialists, fostering a culture of continuous learning and linguistic excellence.
• Capacity Planning for Peak Seasons – Anticipate demand spikes during the perfume advent calendar, gifting season, and other high‑traffic periods, ensuring adequate staffing and resources.
• Tooling & Quality Assurance – Select, implement, and refine the technology stack that powers every conversation, from ticketing systems to AI‑driven chatbots, and establish robust QA processes.
• Reporting & Analytics – Develop dashboards that track key metrics (CSAT, NPS, first‑contact resolution, etc.) and provide actionable insights to senior leadership.

Essential Qualifications

• Minimum 8 years of experience in customer service or CX, with at least 3 years leading multilingual teams in an e‑commerce setting.
• Proven track record in establishing and scaling service standards, tone of voice, and quality frameworks.
• Fluent in English and at least one of French or German; additional language skills are a plus.
• Strong analytical mindset with experience in data‑driven decision making.
• Excellent communication skills – both written and verbal – with the ability to inspire and influence cross‑functional stakeholders.

Preferred Qualifications

• Experience in the fragrance, beauty, or luxury retail sector.
• Hands‑on knowledge of ISO certification processes or quality assurance in a manufacturing environment.
• Background in implementing AI or automation solutions within customer support.
• Experience managing remote or distributed teams across multiple time zones.

Skills & Competencies

• Customer‑Centric Mindset – Deep empathy for customers and a relentless drive to exceed expectations.
• Strategic Vision – Ability to translate high‑level goals into actionable plans and measurable outcomes.
• Leadership & Coaching – Proven ability to build, mentor, and motivate high‑performing teams.
• Process Excellence – Expertise in designing scalable processes, SOPs, and quality frameworks.
• Tech Savvy – Comfortable evaluating and deploying customer support tools, CRM systems, and analytics platforms.
• Multilingual Communication – Mastery of tone, nuance, and cultural sensitivity across multiple languages.

Career Growth & Learning Opportunities

At brighthush, your growth is as dynamic as our brand. You will:

• Own a critical function that directly influences customer loyalty and brand perception.
• Collaborate with senior leaders across product, marketing, and operations, gaining exposure to the full spectrum of the business.
• Lead cross‑functional projects that shape the future of e‑commerce and customer experience.
• Benefit from a generous personal learning budget of €2,500 per year for courses, conferences, and books.
• Participate in quarterly leadership workshops and mentorship programs.

Work Environment & Culture at brighthush

We foster a culture of creativity, curiosity, and collaboration. Our hybrid model blends the energy of our Paris and Berlin offices with the flexibility of remote work across the EU. You’ll find:

• Open, transparent communication channels that encourage idea sharing.
• Regular team gatherings in Paris and Berlin to celebrate milestones and build camaraderie.
• A fast‑paced, agile environment where decisions are made quickly and ownership is real.
• A commitment to sustainability and ethical sourcing, reflected in every product we offer.

Compensation & Benefits

We offer a competitive package designed to attract top talent:

• Base salary of €100,000 – €130,000 gross per year, positioned at the top of the market.
• Annual performance bonus tied to company and individual KPIs.
• Remote‑friendly within the EU, with optional office locations in Paris (Place Vendôme) or Berlin.
• Generous monthly perfume allowance to explore our full catalogue.
• 30 days of paid holiday per year, plus public holidays.
• Health and wellness benefits, including gym memberships and mental health support.
• Equity options to share in brighthush’s growth.

How to Apply

Salary: €100,000 – €130,000 gross per year, full‑time, permanent contract, plus an annual performance bonus.

Location: Paris or Berlin, or remote from anywhere in the EU.

Ready to shape the future of fragrance discovery? Email your CV and LinkedIn profile (and portfolio, if you have one) to [email protected] with “Head of Customer Experience & Service Excellence – brighthush” in the subject line.

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