CUSTOMER EXPERIENCE MANAGER
PREMIUM LINGERIE LABEL | MELBOURNE
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Born from a clear creative vision, this Melbourne-based intimates and sleepwear label is swiftly growing into one of Australia's most exciting brands, with a devoted following locally and across the globe. Female founded and deeply connected to the women they dress, the business operates with a close-knit team that moves fast, collaborates closely and leads with genuine care — for their customer, their community and the world around them. Known for fiercely feminine designs, the label has firmly landed on the A-list celebrity and influencer radar, with a growing bricks and mortar presence and a loyal customer that keeps coming back. With sustainability at its core and a heartfelt commitment to female empowerment, this is a brand that stands for far more than beautiful product. You'll thrive here working alongside like-minded, driven individuals.
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WEAR WHAT YOU LOVE: An annual wardrobe allowance keeps your wardrobe stocked with the pieces you already have on your wishlist.
FEEL GOOD FRIDAYS: Summer Fridays mean an early finish — because great work deserves a great weekend head start.
CAREER LOVE: This is a brand that genuinely invests in its people. Expect real professional development, expanded leadership opportunities and room to grow as the business does.
SHAPE WHAT'S NEXT: Step into a pivotal role at a brand in its prime growth chapter, where your contribution genuinely moves the needle.
YOU MATTER: Additional Women's Health Leave and Paid Parental Leave — because this brand walks the walk when it comes to looking after its people.
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Experience managing customer service and/or retail teams
Strong written and verbal communication skills
Experience with ecommerce and customer service platforms (e.g. Shopify, Gorgias, Loop Returns, Cin7)
Strong organisational and operational management skills
Ability to analyse customer feedback and translate insights into action
Experience working cross-functionally with marketing, operations and product teams
MANAGING CONSULTANT
Leah Pagan, Principal Recruitment Consultant
Contact: Leah@reliergroup.com
THE ROLE
The Customer Experience Manager is responsible for overseeing both the customer service and
retail teams. Ensuring a consistently exceptional experience for customers across all touch points. This role acts as a key connection point between Head Office, the retail store team and the
customer service team. The Customer Experience Manager ensures that customer feedback is
captured and actioned, operational processes run smoothly, and opportunities for improvement
across the customer journey are identified and implemented.
Combining people leadership with operational oversight, this role works cross-functionally with marketing, operations and product teams to continuously elevate the customer
experience.|
We are looking for someone who thrives in fastpaced environment and is comfortable stepping in wherever needed. This role requires a proactive,handson approach from someone who is not afraid to roll up their sleeves, build and refine processes, and help shape the customer experience function as the business continues to scale.
About the role
Oversees all customer experience across both retail and online channels
Act as the key connection between Head Office, store and the international support team
Combines people leadership with operational oversight
Works cross-functionally with marketing, operations, and product teams
Retail experience is a bonus - this is not a sales role
Fast-paced, hands-on role suited to someone who likes building and refining processes
Key Responsibilities
Customer Service Leadership
Manage and lead the customer service team across all channels
Train and support the team to deliver a consistent, high-quality experience
Handle complex escalations in line with brand standards
Monitor response times, SLAs, and resolution rates
Identify efficiencies and automation opportunities
Customer Insights & Reporting
Analyse feedback trends and surface recurring issues and opportunities
Provide weekly and monthly CX reports to leadership
Translate customer data into actionable improvements across online and retail
Retail Team & Store Operations
Manage the Store Manager and oversee retail team performance
Serve as the primary Head Office liaison for the Armadale store
Support recruitment, onboarding, and roster planning
Assist with stock management, cycle counts, and stocktakes
Drive consistency between the in-store and online brand experience
Campaign & Launch Coordination
Prepare retail campaign documentation ahead of product launches
Coordinate between product, marketing, operations, and retail teams
Ensure the retail team has clear direction for campaign execution