CUSTOMER EXPERIENCE & LOYALTY COORDINATOR
ARTISANAL DESIGN HOUSE | SURRY HILLS
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This emerging contemporary brand operates with its values on its sleeve, adopting an artisanal feel to its collections alongside a commitment to social, environmental, and ethical issues, and striving for more responsible and sustainable practices within the fashion industry. The brand’s commitment to quality, paired with its focus on traditional craft and techniques results in unique and distinctive pieces, which are quickly building a cult following with your fav retailers and It-girls both here and overseas. A local name making a big impression overseas while staying true to its core values? What's not to love.
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WONDER WARDROBE: Build an adventurous and colourful wardrobe with generous staff discounts and allowances on statement pieces and classics alike.
WELLNESS HEROES: Enjoy a holistic approach to staff wellbeing, with in-house and on-call life coaching appointments.
CELEBRATE SUCCESS: Socialise and celebrate regularly with your team, including seasonal celebrations at the end of each collection.
FROM THE HEART: Work for a brand striving for change within a rapidly changing industry, and seek fulfilment from working in a way that aligns with your values.
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3+ years’ experience in customer service, clienteling, or loyalty roles.
Exceptional written communication skills and a very high attention to detail.
Problem-solving mindset with a focus on customer satisfaction.
A personable and proactive attitude, with a willingness to learn.
Gorgias and Shopify experience is preferred but non-essential.
MANAGING CONSULTANT
Elise Armitage, Senior Recruitment Consultant
Contact:
elise@reliergroup.com
THE ROLE
As the Customer Experience & Loyalty Coordinator, you will play a key role in delivering a seamless, elevated experience across every customer touchpoint, especially brand VIP’s.
Your focus will be on ensuring all customers receive a memorable pre and post purchase experience, positively contributing to their overall experience . You will become a trusted point of contact for our customers, building long-term loyalty through thoughtful communication, proactive service, and a deep understanding of our product, brand values, and clientele.
KEY FUNCTIONS:
Deliver outstanding, personalised customer service across email, live chat, phone and social channels.
Manage customer enquiries end-to-end, across orders, shipping, returns, exchanges and after-sales support.
Be a product and brand expert, confidently advising customers on fit, styling, fabrication, and care.
Provide exceptional reactive and proactive service to high-value VIP clients, developing and nurturing long-term relationships.
Support and execute VIP loyalty initiatives to enhance overall experience (digital and in-person), delighting in meaningful, brand-aligned ways. Examples include hosting pre-season events, securing sold out items, sending personalised gifts, etc.
Assist with responding to queries from internal and external returns processing teams.
Collaborating deeply with eCommerce, Marketing and returns teams.