Customer Experience Manager

Adore Beauty Group; Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

Learning and development

Values-led culture

Job summary

Adore Beauty Group is seeking a Customer Experience Manager to lead the CX function on a 12-month parental leave contract. You will shape the CX strategy, drive Zendesk-based improvements, and lead a small team across Melbourne and offshore, delivering high customer satisfaction and efficient service.

You will collaborate with Technology, Digital Product, Loyalty, Marketing and Logistics to champion the voice of the customer and optimise processes, automation and self-service while managing

Qualifications

• Proven CX leadership experience in a customer-focused environment.
• Experience configuring Zendesk including Support, Guide and Explore, with automation workflows.
• Experience developing CX strategies that improve satisfaction, service delivery and performance.
• Strong understanding of customer journeys and using insights to drive improvements.
• Demonstrated people leadership, capability development and succession planning.
• Experience managing budgets, workforce planning and cost-to-serve outcomes.
• Strong analytical skills to interpret performance data and translate insights.
• Experience with AI, automation or digital CS solutions and continuous improvement.
• Excellent stakeholder management and cross-level collaboration.
• Proactive, solutions-focused and thrives in a fast-paced environment.
• A tertiary qualification in Business/Management is advantageous.

Responsibilities

• Lead and evolve the CX strategy, roadmap and priorities.
• Champion the voice of the customer using feedback and metrics to improve journeys.
• Own CX performance across satisfaction, service delivery and outcomes.
• Develop and coach CX team members and leaders.
• Improve processes, workflows and ways of working for efficiency.
• Own CX technology roadmap, focusing on Zendesk optimization and AI/automation.
• Identify opportunities to reduce avoidable contacts and costs-to-serve.
• Monitor CX performance and report insights to senior stakeholders.
• Manage budgets, workforce planning and external service relationships.
• Collaborate cross-functionally to integrate CX in initiatives and campaigns.
• Prepare CX readiness for peak trading periods and campaigns.

Skills

CX leadership

Zendesk expertise

CX strategy

Stakeholder management

People leadership

Data analytics

AI/automation knowledge

Commercial mindset

Cross-functional collaboration

Education

Business/Management degree

Job description

Turn customer insights into exceptional experiences.

Adore Beauty is Australia's longest-running online beauty retailer, with over 250 global brands and 13,000+ products across budget, professional and luxury categories. As an ASX-listed business, we operate in a fast-paced, customer-focused environment and continue to expand our footprint across Australia.

We're looking for a Customer Experience Manager to join our team on a 12-month parental leave contract. Combining strategic leadership, operational performance and technology optimisation, this role will lead our overall CX function, setting the direction and driving initiatives that improve customer satisfaction, reduce friction and deliver efficient, scalable service.

With a strong focus on customer advocacy, team engagement and continuous improvement, you'll also lead the evolution of our CX technology roadmap, exploring opportunities across Zendesk, AI, automation and self-service to continually enhance the customer experience.

About the Role

Reporting to our Chief Operations Officer, you'll lead the overall Customer Experience function, bringing together customer strategy, operational performance, people leadership and technology optimisation.

You'll develop and execute the CX strategy, ensuring the team consistently delivers against customer satisfaction, service, productivity and financial targets.

You'll lead and develop our CX Quality & Development Specialist and CX Team Leader, providing clear direction and empowering them to drive day-to-day performance across our Melbourne and offshore teams.

A key focus will be championing the voice of the customer, identifying opportunities to reduce friction across the customer journey and driving improvements through better processes, technology, automation and self-service.

This is a highly collaborative role where you'll work closely with teams across Technology, Digital Product, Loyalty, Marketing, Retail, Logistics and the wider business to continually improve the customer experience.

Key Responsibilities

• Lead and continually evolve the CX strategy, vision and roadmap, aligning priorities with customer and business objectives.
• Champion the voice of the customer, using feedback, sentiment and contact drivers to identify opportunities to improve the end-to-end customer experience.
• Own overall CX performance, driving customer satisfaction, service delivery, productivity and financial outcomes.
• Lead, coach and develop the CX Quality & Development Specialist and CX Team Leader, building an engaged, accountable and high-performing team.
• Drive operational excellence through improved processes, workflows, resource planning and ways of working.
• Own the CX technology roadmap, with a focus on Zendesk optimisation, and lead the strategy, development and ongoing optimisation of AI and automation capabilities, including ABi.
• Identify opportunities to reduce avoidable customer contacts, improve resolution outcomes and optimise cost to serve.
• Monitor and report on CX performance, providing meaningful insights, recommendations and updates to senior stakeholders.
• Manage departmental budgets, workforce planning and external service provider relationships.
• Partner cross-functionally to improve customer journeys and ensure CX is considered across key business initiatives, campaigns and operational changes.
• Lead CX readiness and planning for peak trading periods, major campaigns and business initiatives.

Who You Are

You're a customer-focused leader who enjoys bringing people, processes and technology together to deliver better outcomes. You're equally comfortable setting the strategic direction as you are getting hands-on to solve problems, improve processes and keep things moving.

You bring a strong commercial mindset, enjoy working with data and insights, and know how to translate customer feedback and operational performance into meaningful business improvements.

You're an engaging people leader who builds trust, develops capability and creates an environment where teams feel supported, accountable and motivated to deliver their best.

You will bring:

• Proven experience in a CX leadership role, such as CX Manager or CX Operations Manager, ideally within an eCommerce, retail or customer-focused environment.
• Strong practical experience with Zendesk, including Support, Guide and Explore, system configuration, workflows, triggers and automation.
• Experience developing and executing CX strategies that improve customer satisfaction, service delivery and operational performance.
• A strong understanding of customer journeys, customer sentiment and using insights to identify opportunities for improvement.
• Demonstrated people leadership experience, with the ability to develop teams, build capability and support emerging leaders.
• Experience managing operational performance, workforce planning, labour budgets and cost-to-serve outcomes.
• Strong analytical skills, with the ability to interpret performance data and translate insights into actionable improvements.
• Experience working with AI, automation or digital customer service solutions, with an interest in exploring new opportunities and driving continuous improvement.
• Excellent stakeholder management and communication skills, with the ability to influence and collaborate across all levels of the business.
• A proactive, solutions-focused approach and the ability to thrive in a fast-paced, evolving environment.
• A tertiary qualification in Business, Management or a related discipline is advantageous.

Working at Adore Beauty you'll enjoy:

• Hybrid working with a supportive, collaborative team.
• Work across an exciting and evolving customer experience function within one of Australia's leading beauty brands.
• Ongoing learning and development opportunities.
• A values-led culture where positivity, collaboration and growth are at the heart of everything we do.

If you're ready to lead an evolving CX function and play a key role in creating exceptional customer experiences, we'd love to hear from you.