Customer Experience Manager

at  MISS AMARA

CUSTOMER EXPERIENCE MANAGER — CHALLENGE, INSPIRE AND GROW WITH US AT MISS AMARA

We are looking for a highly skilled Customer Experience Manager to help us transform the way rugs are sold online! This is a full-time, remote role based in Australia.

ABOUT US

We’re growing here at Miss Amara — fast. We’re reinventing the way that customers buys rugs online, innovating how people buy rugs through industry-first technology and a best-in-class customer experience. Since launching in 2014, Miss Amara has experienced rapid growth and is now regarded as one of the emerging e-commerce leaders in the APAC. We’ve received industry recognition for our innovation, customer-first mindset and growth trajectory, including:

• Ranked 56th in the Australian Financial Review (AFR) Fast 100 Growing Companies 2022
• Winner, National Retail Awards - Best Retail Marketing & Best Medium Online Retailer of the Year 2023
• Winner, Australia Post ORIA Awards - Best Online Retail Marketing 2023

You will be responsible for creating an inspirational experience for our customers, identifying opportunities for improvement, innovation and bringing these ideas to life.
Reporting to the Head of Customer and People, you will lead projects cross-departmentally to drive continuous improvement. You will ensure that the Miss Amara customer experience is best-in-class, investing in your team, coaching & training to deliver above and beyond expectations in every interaction.

You will:

• Deliver an extraordinary on-brand experience, managing a high-performing team responding to a high volume of questions coming over email, social, phone, and chat
• Manage our award-winning Styling Team to deliver best-in-class advice with the aim of delivering customer happiness and revenue generation
• Manage the CX team like a sales team, constantly identifying opportunities to generate both leads and revenue to support the sales growth of the business
• Own & Map the customer journey to identify key journey points for improvement, getting buy in across departments to make tangible improvements and change
• Develop a strong understanding of our internal technology systems (logistics, shipping, tech stack) to solve customer problems
• Be the customer advocate cross-departmentally, escalating and reporting on trends, voice of customer and using this knowledge to identify and solve problems
• Create and update user guides, processes, FAQs, and How-To videos to ensure CX team are trained as experts in their respective roles
• Manage the relationship with key technology partners (Gorgias, Aircall, Preezie) to leverage our partnerships and optimise their contribution to the customer experience on-site