At a Glance

Starting his career in supply chain for beauty and fashion brands, Matthew Jadro transitioned into CX six years ago and hasn’t looked back. He joined Jones Road Beauty in 2023 as Senior Director of Supply Chain and Customer Experience, and now leads a global team dedicated to delivering VIP-level customer support. Be inspired by Matthew’s approach to leadership, which centers on building strong relationships and fostering an empathetic, customer-first mindset across every interaction.

Who is Matthew?

Meet Matthew Jadro, Senior Director of Supply Chain and Customer Experience at Jones Road Beauty!

About Jones Road Beauty

Jones Road Beauty was founded by makeup artist Bobbi Brown on the philosophy that the world doesn’t need more beauty products. It needs better beauty products. Jones Road Beauty is an edited collection of clean, indispensable makeup designed for every age, skin type, and skin tone. Over 2,700 potentially toxic ingredients have been eliminated from the brand’s formulas.

Matthew’s CX Journey

Matthew Jadros entered the customer experience about 6 years ago, but credits years of working in supply chain for making him aware of just how valuable customers are to a business. He explains, “I think that with that background, there’s a natural, organic interaction between CX and supply chain.” His career in makeup and luxury fashion made him a strong fit for Jones Road Beauty, where he joined in 2023 as Senior Director of Supply Chain and Customer Experience.

The CX Team at Jones Road Beauty

Matthew leads a fully remote, global CX team at Jones Road Beauty. For him, success isn’t about team size, but about having skilled members who can adapt to customers’ needs. This international structure allows agents to deliver efficient, 24/7 support. “As the market grows, you want to improve first response times,” he explains, adding that it’s equally important to provide a VIP-level experience – especially for more detailed or complex inquiries.

Matthew’s Top Challenges Leading a Global CX Team

Asked about his top challenge as a CX leader at a leading beauty brand, Matthew points to keeping everyone aligned and consistently informed. “With new launches, products, and initiatives, making sure the entire team knows what’s going on is difficult,” he explains. For Jones Road Beauty, it’s essential that agents communicate consistent information across all channels, both to deliver strong support and to build customer trust.

What Matthew Values in a CX Team Member

“The two main qualities I look for in a new CX team member are being a self-starter and having empathy,” Matthew shares. He emphasizes the importance of truly understanding the customer – why they’re reaching out and how they’re feeling, whether it’s about finances, a product issue, or even a positive experience. “You want to be able to take those interactions and empathize with the customer, meeting them where they are and validating their concerns,” he adds.

Onboarding and Training at Jones Road Beauty

Onboarding at Jones Road Beauty emphasizes a strong foundation in product knowledge alongside a clear understanding of the brand voice. Video recordings are used to educate new hires on both CX support systems and company culture. “You want to make sure that the brand tone and messaging is consistent across all channels, and that’s not something you can establish from day one,” Matthew explains of the training process. “These are priorities brands need to keep in mind as they evolve and hire for CX,” he adds.

CX Team Success Factors

Balancing Customer Support Channel with Sales Channels

Because Jones Road Beauty operates across E-commerce, retail, and TikTok Shop, Matthew’s team must be equipped to support customers across multiple channels. “Email is our preferred method,” he says. Seamless communication between CX agents and in-store beauty counter associates remains a priority – calls and in-store inquiries are routed to the CX team through a dedicated Slack channel, ensuring alignment across touchpoints. “We just launched a TikTok Shop earlier this year, which adds a whole new segment of customers,” he notes. “We need to make sure everyone receives the same level of support, no matter where they’re buying from.”

Why Matthew Prioritizes Overall CX Performance Before Basic Metrics

To evaluate the quality of his agents’ work, Matthew looks at overall performance, particularly how effectively they support customers and the accuracy of the information they provide. He notes that basic metrics don’t always tell the full story. “You can have a one-touch response, but sometimes the customer wants more than that. They might leave the initial conversation with a question,” he says, adding that “it’s important to make sure you’re grading performance on things that matter to the customer, not just from a brand or reportable perspective.”

How a Beauty Brand Prepares for Peak Seasons 

Beyond key retail moments like Black Friday, Valentine’s Day, and Mother’s Day, Jones Road Beauty also sees spikes in sales around campaigns, new product launches, and brand partnerships. “It used to be that you’d staff up for two peak seasons, but now it’s more of a macro approach—you have all these smaller surges to account for,” Matthew explains. “With a launch, you have to consider: will there be shade-matching initiatives? Is it U.S.-only or international? These granular decisions have a direct impact on ticket volume.”

Because busy periods across E-Commerce and in-store traffic often coincide, Jones Road Beauty prioritizes strong communication across all customer support channels.

AI and Topics of Interest

Matthew’s Thoughts on AI in Customer Experience

Matthew views AI as a valuable asset in CX, particularly for its ability to connect and synthesize information across systems. “If you have data in one customer database and need to reference an order elsewhere, AI can tie it all together,” he explains. “It helps you deliver better responses while also becoming more predictive when it comes to customer expectations.”

Considering E-Commerce brands using AI agents for self-service, he believes transparency is essential to managing those expectations. Putting himself in the customer’s shoes, he says, “I’d want AI to handle basic questions about my order so that when I reach out about something like finding my foundation shade, the agent can focus on that.” By taking on routine inquiries, AI allows his CX team to dedicate more time to complex, high-value interactions that require empathy and nuance.

Matthew’s Predictions for the Future of CX

“There’s such a generational shift,” Matthew says. “Students are using AI in every version of school. They have an expectation of what it can provide.” 

While younger audiences are quick to adopt, other demographics remain more hesitant, often questioning AI’s relevance. In E-Commerce, that gap presents an opportunity. Brands that actively ask customers how they want AI to show up in support – and build around those expectations – will stand out.

Behind the scenes, AI will continue to power smarter operations, helping CX teams anticipate customer needs before they’re even voiced. As Matthew puts it: “How do we predict all these things so that people don’t even have to ask the question because the self-service good will be that good – while still delivering a positive experience?” 

Matthew’s Advice to CX Leaders

“I think one of the biggest jobs for a leader in the CX space is to create the relationships for success,” says Matthew. That starts with actively listening to the team and fostering strong, supportive connections with individual agents. Because CX is deeply integrated across nearly every part of an E-Commerce business, he also emphasizes the importance of collaborating with other department leaders. “As you’re increasing the scope of responsibility for your team, you’re adding value to what they do every day,” he adds.