CX Lead: Strategy, Operations & AI-Driven Experience

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

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