CX Operations Lead

Adore Beauty Group; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

40% staff discount

Hybrid working

Learning and development opportunities

Birthday Leave & Wellness Leave

Job summary

Adore Beauty Group is seeking a CX Operations Lead to optimise our CX systems and processes. This hands-on role sits at the crossroads of CX, systems, and operations, coordinating with CX, warehouse, Digital, IT and Marketing teams to deliver smoother post-purchase experiences.

You will own day-to-day Zendesk operations, ensure readiness for promotions, and work with warehouse and carrier partners to improve communications and reduce friction for customers.

Qualifications

• Hands-on experience with Zendesk or a similar CX platform and ability to learn our systems quickly.
• Background in e-commerce or retail operations in a fast-paced, customer-focused environment.
• Exposure to warehouse, logistics or fulfilment, with knowledge of dispatch, returns and post-purchase journey.
• Passion for customer experience and ability to simplify and improve processes.
• Ability to connect systems, processes and people to implement CX changes.

Responsibilities

• Own daily CX system optimization, including workflows, content, AI Agents and maintenance.
• Collaborate across Zendesk, ERP, WMS, Refundid and carrier platforms to support CX.
• Troubleshoot issues, spot opportunities and reduce customer friction.
• Simplify, automate and improve ways of working within CX.
• Own CX readiness for promotions, campaigns and business changes.
• Coordinate with cross-functional teams to provide CX-friendly information, processes and tools.
• Anticipate issues and resolve problems before they impact customers.

Skills

Zendesk expertise

E-commerce ops

Cross-functional collab

Process improvement

Data-driven decisions

Tools

ERP systems

WMS

Refundid

Carrier platforms

Job description

Are you a customer-obsessed problem solver who loves improving systems, simplifying processes and making the Adore customer experience even better?

At Adore Beauty, we’re all about creating an exceptional experience for our customers, from the moment they place an order to the moment it arrives, and everything in between.

We’re looking for a CX Operations Lead to join our Customer Experience team on a 12-month maternity leave contract. This is a hands-on role for someone who loves getting into the detail, solving problems and finding smarter ways of doing things.

You’ll sit at the intersection of CX, systems and operations, working closely with our CX team, warehouse and fulfilment, Digital, IT, Marketing and teams across the wider business.

You will keep our CX Systems running smoothly by:

• Owning the day-to-day optimisation of Zendesk, including workflows, help-centre content, AI Agents, Copilot, maintenance and improvements.
• Work across our wider CX tech stack, including Zendesk, our ERP, WMS, Refundid, and carrier platforms.
• Troubleshoot issues, spot opportunities and find ways to make life easier for our customers and CX team.
• Look for opportunities to simplify, automate and improve the way we work.

Get CX ready for what’s next:

• Own the CX operational readiness for promotions, campaigns, launches and business changes.
• Work with teams across the business to understand what’s coming and make sure the CX team has the right information, processes and tools to support it.
• Get ahead of potential customer friction and help solve issues before they become bigger problems.

Make the post-purchase experience better:

• Partner closely with our warehouse and fulfilment teams across dispatch, out-of-stocks, returns and return-to-sender.
• Help improve how we communicate with customers throughout the delivery journey.
• Work with same-day, domestic and international carrier partners where needed.
• Use customer insights and operational data to spot recurring pain points and turn them into practical improvements.
• Work closely with the broader CX team to make sure systems, processes and day-to-day operations are working together.
• Bring customer and operational insights to the right people across the business.
• Turn problems into solutions and help make change feel simple for the teams who need to deliver it.

We’re looking for someone who can make a big impact, build great relationships and genuinely care about making things better.

You’ll bring:

• Hands-on experience with Zendesk or a similar CX platform, with the confidence to get across our systems and contribute quickly.
• Experience in e-commerce or retail operations, ideally in a fast-paced, customer-focused environment.
• Exposure to warehouse, logistics or fulfilment, with an understanding of dispatch, returns and the post-purchase customer journey.
• A genuine passion for customer experience, with an eye for where we can make things easier and better.
• The ability to connect systems, processes and people, turning operational changes into clear CX processes, communications and readiness.
• Comfortable with creating change — you’re someone who leans in, solves problems and gets things moving.
• Strong relationship-building skills, with the ability to work effectively across CX, warehouse, fulfilment and external carrier partners.
• Curiosity and a solutions-focused mindset, with the confidence to ask why, challenge the status quo and look for a better way.

Why Adore Beauty?

Adore Beauty is Australia’s leading online beauty retailer, now an integrated omnichannel business with a growing national store network.

We’re a business that’s continuing to evolve, and this role will give you the opportunity to make a genuine impact across how we support our customers and our teams.

You’ll work with smart, passionate people who care about what they do, love a good challenge and aren’t afraid to roll up their sleeves and get stuck in.

And, of course, there are a few perks:

• 40% staff discount, plus brand and partner discounts
• Hybrid working and central office location
• Learning and development opportunities
• Birthday Leave & Wellness Leave

If you’re someone who loves CX, enjoys getting into systems and gets satisfaction from making things work better, we’d love to hear from you.