CUSTOMER EXPERIENCE MANAGER
AUSTRALIAN DESIGNER | BRISBANE
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This female-founded and -operated brand has quietly become a go-to in the local industry, to the point that you'd be hard-pressed to find a fashion girly without a full online shopping cart from this brand at any given time. Beloved for quality pieces that all at once feel on-trend and seasonless, the brand is enjoying well-deserved relevance for nailing exactly how we want to dress now, with an elevated yet accessible vibe.
With a renewed focus on sustainability, and an above-and-beyond approach to supporting its largely female-identifying workforce, this is a company where you’ll feel truly seen and encouraged in not only your career but your personal goals, too.
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MAMA'S CHOICE: An industry-leading parental leave program which includes but is not limited to family planning leave, paid parental leave,paid superannuation during parental leave, parenting coaching and flexible return-to-work arrangements.
EMPOWERED TO LEAD: Partake in external leadership training that instils invaluable skills and helps to build team culture.
COOL FLEX: Enjoy the flexibility of work from home arrangements plus summer Fridays for full-time employees.
WIND DOWN: Along with birthday leave, you'll be entitled to additional monthly days off.
STAFF PERKS: Generous staff discounts, incentive programs and discounts on partner brands and other style and beauty services.
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Bring 3+ years’ experience leading service teams in fashion, beauty, or retail
Posses strong leadership, coaching, and escalation management skills
A clear, empathetic communicator with high emotional intelligence
Proficient in service platforms (Gorgias preferred)
Data-driven and process-focused
Organised, proactive, and calm under pressure
Passionate about delivering exceptional customer experiences
MANAGING CONSULTANT
Cassie Crew, Recruitment Consultant
Contact: Cassie@reliergroup.com
The Role
Our client is seeking a well versed Customer Experience Manager to lead a fast-paced, customer-focused online team. In this role, you'll oversee daily operations across all service channels—chat, email, phone, and social—ensuring every customer interaction is seamless, brand-aligned, and impactful. You’ll coach and support a growing team, manage escalations, and drive service performance through data and insights. This is a hands-on leadership role for someone passionate about delivering exceptional service at scale.
Key responsibilities
Lead and manage the Online Service team across all customer channels using Gorgias
Act as first point of contact for escalations and complex customer concerns
Coach and develop the team through regular check-ins, training, and feedback
Monitor and report on KPIs, satisfaction scores, and team performance
Allocate resources to meet peak demand during launches and promotions
Use customer insights and data to improve processes and scale service delivery
Partner with internal teams to support campaigns and share customer feedback
Maintain high communication standards and ensure team product knowledge is current
Identify and implement service improvements that enhance the customer experience