THE OPPORTUNITY:

Are you a strategic leader passionate about creating exceptional customer journeys? We are looking for a Customer Experience Manager to join our team in Lytton, QLD. This role is pivotal in enhancing the efficiency and effectiveness of our Customer Care department by driving improvements in Conversion Rates (CVR) and streamlining processes. You will analyze customer interactions, identify opportunities for improvement, and implement strategies to optimize the customer experience, ultimately contributing to business growth.

• Customer Experience Strategy: Own and evolve the CX strategy across our stores, care, and post-purchase journeys. You will map customer journeys to identify pain points and champion the customer voice across all departments.
• Process & Efficiency: Identify and improve inefficiencies across all customer touchpoints and maintain documented Standard Operating Procedures (SOPs).
• Team Leadership: Lead, manage, and coach the AU Customer Care Manager and influence Store Managers across both our AU and US locations on customer experience execution. You will set clear performance goals and development plans for all customer-facing teams.
• Operational Excellence: Collaborate with internal stakeholders like Warehouse, IT, and Marketing to implement ‘best-in-class’ customer service processes. You will also deliver key CX projects quarterly, such as reducing returns and uplifting loyalty moments.
• Analytics & Reporting: Lead monthly CX performance reviews and build dashboards to track key metrics like NPS, CSAT, and SLAs. You will deliver clear reporting on customer insights and trends to senior leadership.