We are EssilorLuxottica, a global leader in the design, manufacture and distribution of ophthalmic lenses, frames and sunglasses. We bring together the expertise of two industry pioneers, one in advanced lens technologies and the other in the craftsmanship of iconic eyewear, creating a vertically integrated business that is uniquely positioned to address the world’s evolving vision needs. We craft exclusive eyewear brands Ray-Ban, Oakley, Oliver Peoples, Persol, Costa and more, alongside esteemed licensed brands such as Tiffany & Co, Burberry, and CHANEL whilst our cutting-edge lenses Varilux and Transitions lead the industry in innovation. In Australia and New Zealand, we operate the iconic retail and eye care brands: Sunglass Hut, Oakley, OPSM, Ray-Ban and Laubman & Pank. Every day, EssilorLuxottica’s 190,000 employees in 150 countries work towards a common mission to help people see more and be more.
Are you passionate about delivering exceptional customer experiences and have a keen interest in optical technology?
We’re looking for a proactive and relationship-driven Customer Success Specialist to join our Sydney-based team.
This field-based role is integral to supporting strategic Key Account stores and acts as the vital link between store teams, customers, internal stakeholders, and our lens laboratory teams.

WHAT YOU’LL DO

In this dynamic, customer-facing role, you will:

• Deliver in-person product training to store teams, with a focus on ophthalmic lens technologies, features, and benefits.
• Support stores with order processing, system navigation, and troubleshooting of lens products and equipment.
• Serve as the key liaison between Key Account stores, customer service teams, internal departments, and lens labs—ensuring seamless communication and timely issue resolution.
• Provide expert advice on lens selection, compatibility, and equipment usage to enhance store performance and customer satisfaction.
• Capture insights from store visits and provide actionable feedback to internal teams to drive continuous improvement in products and services.

TO BE SUCCESSFUL IN THIS ROLE YOU WILL BRING THE FOLLOWING:

• Technical knowledge of ophthalmic lenses or experience working in the optical industry (retail, wholesale, or manufacturing).
• Understanding of optical supply chains and familiarity with ophthalmic equipment.

To succeed in this role, you’ll need:

• Strong communication and interpersonal skills, with the ability to build trust and rapport across diverse teams.
• Proven ability to work autonomously in a field-based environment, effectively managing your time and priorities.
• Confidence navigating digital systems—experience with CRM platforms and order management systems is highly regarded.
• A collaborative mindset, with the ability to work across departments and engage with both internal and external stakeholders