FASHION | ECOMMERCE | CUSTOMER EXPERIENCE
An exciting opportunity to step into a dual-brand Customer Experience Manager role within a growing fashion and lifestyle group. This position is ideal for someone who’s passionate about fashion, thrives in fast-paced environments, and has a proven track record of leading and optimising customer-facing teams. Reporting to the Head of Digital, you’ll play a key role in delivering a best-in-class customer journey across all channels and touchpoints.
Perks:
Work across two exciting fashion/lifestyle brands
Dynamic and collaborative team culture
Involvement in key retail and digital transformation projects
Staff discounts and internal progression opportunities
Apply via the link or email your CV to melissa@whointhezoo.com.au for a confidential discussion.
Please note, only suitable applicants will be contacted.
Hiring Consultant: Melissa
Job Code: 985968
Please note only those applicants who fit the brief will be contacted in relation to their application.
RESPONSIBILITIES +
- Lead, train, and develop the Customer Experience team
- Act as escalation point for customer enquiries
- Optimise CX processes across all platforms (phone, email, chat, SMS, social)
- Report on customer metrics and insights for internal teams
- Develop automation prompts and brand-aligned communications
- Collaborate across retail, e-commerce, marketing, and digital teams
- Support key initiatives including Click & Collect, loyalty programs, and 3PL transitions
- Create and maintain customer journey maps and process documents
REQUIREMENTS +
- 2–3+ years' experience in Customer Experience/Service leadership roles
- Experience with CRM tools (e.g., Zendesk, Gorgias)
- Familiarity with Shopify, Klaviyo, NetSuite, and loyalty platforms highly regarded
- Strong understanding of 3PL processes and eCommerce logistics
- Exceptional communication and problem-solving skills
- Analytical mindset with strong attention to detail
- Ability to work in fast-paced, high-growth environments
- Qualifications in Marketing, Business, E-commerce, or Digital desirable