Customer Experience Specialist - HQ

Grace Loves Lace; Gold Coast City; On-site; AUD 34,000 - 48,000; Part time

Benefits offered by this job

Generous staff discounts

Barista coffee on site

Employee wellbeing perks

Job summary

Grace Loves Lace is seeking an Online Styling & Customer Experience Specialist to join our global head office in Burleigh Heads. This part-time role (4 days a week, Monday–Thursday) focuses on delivering luxury online styling and customer care to brides post-purchase across email, phone, live chat and social channels.

Your KPI will be customer satisfaction and sales performance, with milestones achieved by providing tailored virtual styling, timely responses, and seamless post-sale support.

Qualifications

• Minimum 1 year experience in high-end retail, online styling, or customer experience.
• Proven ability to deliver luxury-level customer service and support.
• Exceptional written and verbal communication skills.
• Demonstrated ability to drive sales and achieve strong results.

Responsibilities

• Conduct virtual styling consultations and guide brides through gown selection and purchasing.
• Respond to customer service and production inquiries within 24 hours.
• Assist brides with post-sale add-ons such as veils and accessories.
• Support cross-functional campaigns, product launches, and seasonal initiatives.
• Escalate issues to Global Customer Experience & Online Sales Manager.
• Provide insights on trends and customer feedback to improve experience and conversion.
• Maintain accurate data entry using NetSuite and CX trackers.
• Assist with order updates, exchanges, alterations, and troubleshooting.
• Collaborate with Boutique Stylists, Inventory & Production, Marketing, Finance and Operations.

Skills

Online styling

Customer experience

Sales driven

Excellent communication

Team collaboration

Ambiguity management

Tools

NetSuite

Job description

Grace Loves Lace is the world leader in innovative, modern bridal with an e-commerce store and boutiques around the globe!

We are continuing to grow, and to ensure that our brides continue to receive our award-winning customer service, we are looking for an amazing, sales-driven individual with a passion for creating memorable bride experiences to join our Customer Experience team, working from our global head office in Burleigh Heads. Internally you will be known as our Online Styling & Customer Experience Specialist.

This is a Part-Time role working 4 days per week (weekdays) – start & finish rostered hours are between 6am - 5pm due to operational need. Flexibility may be required to support global time zones.

This pivotal role will see you providing exceptional online styling and customer care to our brides post-purchase via email, phone, live chat, and social media. This is a sales & customer-focused position, where your most important KPI will be the satisfaction of our brides, alongside sales performance.

• Conduct virtual styling consultations and guide brides through gown selection and purchasing
• Respond to customer service and production inquiries via email, phone, and online channels within 24 hours
• Assist brides with post-sale add-ons such as veils and accessories, ensuring timely processing and updates
• Support cross-functional campaigns, product launches, and seasonal initiatives
• Escalate issues appropriately to the Global Customer Experience & Online Sales Manager
• Provide insights on trends, customer feedback, and product opportunities to improve experience and conversion
• Maintain accurate data entry for all customer interactions using NetSuite and CX trackers
• Assist with order updates, exchanges, alterations, and troubleshooting as needed
• Collaborate with internal teams including Boutique Stylists, Inventory & Production, Marketing, Finance, and Development & Operations to ensure a seamless bridal journey
• Minimum 1 year experience in high-end retail, online styling, or customer experience
• Proven success in delivering luxury-level customer service and support
• Exceptional written and verbal communication skills
• Demonstrated ability to drive sales and achieve strong results, including meeting KPI targets
• High attention to detail, organisational strength, and professionalism
• Confidence with digital platforms (MS Office, NetSuite, Outlook) and online chat/booking tools
• Ability to work individually and in a team to achieve targeted results
• Ability to adapt in a fast-paced, evolving environment while maintaining empathy and composure
• Alignment with Grace Loves Lace Mission and G.R.A.C.E. values (Graceful, Respectful, Authentic, Caring, Exceptional)
• Flexibility to work rostered hours Monday–Thursday, with additional coverage as required
• Experience in online luxury retail or bridal fashion
• Knowledge of social media customer engagement
• Styling or fashion background
• Experience using NetSuite or similar CRM systems
• Be part of a globally recognised and loved bridal brand, designed and led from the Gold Coast
• Work alongside a passionate, talented HQ team
• A rare opportunity to step into a pivotal role shaping the modern bridal experience
• Generous staff discounts, barista coffee on site, access to employee wellbeing perks, and much more

All candidates must have Australian work rights and will be required to provide two recent and relevant referees. We thank you in advance for your interest in working with us, but only those candidates selected for interview will be contacted.

Grace Loves Lace has always been, and always will be, committed to provide an environment free of discrimination and harassment to our candidates, employees, customers, and suppliers. We are committed to equal opportunity and recruitment decisions are based on merit and business needs. We do not base decisions on any classifications protected by federal, state or provincial and local laws and ordinances. Reasonable adjustments are available to qualified individuals.