Customer Experience Manager - Contemporary Fashion in Sydney // $90K – $110K + super
Our client represents multiple fashion brands known for their trendsetting designs and cutting edge, sophisticated style. Known for their fusion of British tailoring and New York City street style, these brands focus on a minimalist aesthetic, attention to craftmanship and sustainability.
We are looking for someone who can lead and develop the Customer Experience team, and who will be responsible for shaping the customer experience journeys through cross function collaboration with retail and ecommerce operations, marketing, digital and other key business stakeholders to deliver best in class customer experience. This role will be responsible for leading the customer experience team during an exciting period that has many projects in the pipeline.
If you're interested in hearing more about this position please send your CV to Sarah@whointhezoo.com.au to organise a confidential chat.
Hiring Consultant: SARAH BASS
Job Code: 751681
Please note only those applicants who fit the brief will be contacted in relation to their application.
RESPONSIBILITIES +
No two days will be the same but the role with involve:
- Training and developing a direct report
- Acting as an escalation point for all customer service enquiries.
- Reporting on key metrics to the wider team from a number of platforms and data sources.
- Creating customer service prompts in the distinct tone of voice of our two brands that can be automated and passed on to the rest of the team to follow.
- Collaborating with key stakeholders to deliver key retail projects including but not limited to, omni-channel customer loyalty program, 3PL migration, Click & Collect and instore fulfilment of online orders
- Creating and maintaining detailed process documents and customer journey maps.
REQUIREMENTS +
- Proven experience managing a team of Customer Experience or Customer Service Representatives.
- Expertise in Customer Relationship Management (CRM) systems like Zendesk or Gorgias.
- Familiarity with Shopify, Klaviyo, NetSuite, and loyalty/retention platforms is a plus.
- Solid knowledge of 3PL (third-party logistics) processes.
- Strong time management, attention to detail, and ability to thrive in a fast-paced environment.
- Analytical mindset with the ability to generate actionable insights from CRM data.
- Capable of working independently with minimal supervision, while also being a collaborative team player.