CX Manager: Strategy, Service & AI-Driven Experience

Adore Beauty; Melbourne; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

40% staff discount

Hybrid working

Learning & development opportunities

Job summary

Adore Beauty, Australia's longest-running online beauty retailer, is seeking a Customer Experience Manager for a 12-month parental leave contract based in Melbourne. You will lead the CX function, shaping strategy, performance and technology roadmap across Zendesk, AI and automation to enhance customer journeys.

You’ll partner with Technology, Marketing, Loyalty and Retail teams, translating insights into improvements, managing budgets and ensuring high customer satisfaction and efficient

Qualifications

• CX leadership experience in ecommerce/retail.
• Strong Zendesk expertise with workflows and automation.
• Proven ability to translate customer insights into improvements.

Responsibilities

• Lead and evolve the CX strategy, vision and roadmap.
• Champion the voice of the customer to improve end-to-end experience.
• Own CX performance: satisfaction, service delivery, productivity, financials.
• Develop and mentor CX team members to high performance.

Skills

CX leadership

Zendesk

CX strategy

customer journeys

stakeholder management

data analytics

AI/automation

communication

people leadership

Education

Business/Management degree

Tools

Zendesk Suite

Job description

Adore Beauty, Australia's longest-running online beauty retailer, is seeking a Customer Experience Manager for a 12-month parental leave contract based in Melbourne. You will lead the CX function, shaping strategy, performance and technology roadmap across Zendesk, AI and automation to enhance customer journeys.

You’ll partner with Technology, Marketing, Loyalty and Retail teams, translating insights into improvements, managing budgets and ensuring high customer satisfaction and efficient