Online Customer Experience Manager

Billini; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Billini is seeking an Online Customer Experience Manager in Sydney to own the customer service experience across our online stores. You will lead the CX team, set the standard for interactions across phone, email and live chat, and partner with product and marketing to elevate the customer journey.

Based in Wetherill Park with a fast-growing fashion footwear brand and sister eyewear venture, you will drive process improvements, coach staff, and turn customer insights into strategic actions that

Qualifications

• Leadership experience in customer service teams.
• Proven track record of improving CX KPIs.
• Strong knowledge of brand voice and product experience.
• Ability to coach and train staff across channels.

Responsibilities

• Lead and develop the Customer Experience Team to deliver exceptional service.
• Set and maintain escalations, response times, and quality across phone, email, and live chat.
• Shape the customer journey and ensure consistent on-brand interactions.
• Collaborate with cross-functional teams to translate customer insights into actions.

Skills

Leadership

Customer service

Coaching

Performance management

Brand alignment

Stakeholder collaboration

Conflict resolution

Tools

CRM software

Live chat tools

Email support platforms

Job description

Are you an experienced customer service leader looking to join a fast-growing company where you can make a real impact?

We’re looking for a highly experienced Online Customer Experience Manager to join our team and take ownership of the customer service experience across our online stores. In this role, you’ll play a key part in elevating the experience for our Billini community, ensuring every customer interaction is seamless, consistent and exceptional.

You’ll be responsible for developing and implementing customer service guidelines, refining processes and systems, and coaching and training our team to deliver a consistently high standard of service.

Working collaboratively with our passionate team based in Wetherill Park, you’ll have the opportunity to shape our customer service operations, drive continuous improvement and contribute to the ongoing success and growth of the business.

What you will do:

• Lead, inspire and develop the Customer Experience Team, creating a high-performing culture built around collaboration, accountability and exceptional service.
• Set the standard for our customer experience, ensuring every interaction across phone, email and live chat feels seamless, elevated and unmistakably on-brand.
• Champion our brand voice and ensure every customer touchpoint reflects our personality, values and commitment to creating an exceptional experience.
• Own escalated customer enquiries and complaints, turning challenging moments into opportunities to build trust, strengthen relationships and leave a lasting positive impression.
• Be a brand and product expert, staying across our collections, products, customer needs and brand direction to confidently support both customers and the wider team.
• Drive performance and results, consistently delivering against KPIs while looking for new ways to exceed expectations and elevate the customer journey.
• Be the voice of our customer, partnering with teams across the business to share meaningful feedback, identify trends and turn customer insights into actionable recommendations.
• Continuously evolve the way we work, reviewing workflows, systems and processes to create smarter, more efficient ways of delivering an outstanding customer experience.
• Bring energy and personality to the role, balancing commercial performance with a genuine passion for our brand, our customers and creating experiences they want to come back for.

About Us:

Billini is one of Australia's leading and fastest growing fashion footwear labels. Banbe Eyewear is a new sister brand set to create a new high for fashion eyewear across the globe. Our stylish designs, high quality and value for money have set the stage for our continued success and growth. Billini is sold in over 1,000 leading retailers in Australia and internationally as well as its own 44 boutiques throughout Australia and a successful online business.

When you join Billini, you become part of a vibrant family that focuses on passion, collaboration and progression. https://www.instagram.com/reel/CiPda8ppmzS/

If you want to join a supportive and collaborative team where you will be empowered to contribute to its continued success, then we want to hear from you.