CX Systems & Operations Lead

Adore Beauty Group; City of 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

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.