Online Customer Experience Specialist - Part Time

Daisy & Hen; Mile End; On-site; GBP 30,000 - 34,000; Part time

Job summary

A leading children's retailer in Mile End is looking for an Online Customer Experience Specialist to lead online service and community engagement. In this part-time role, you will deliver exceptional service across email, phone, and social media. Ideal candidates are positive, organized, and community-focused, eager to join a fast-growing female-owned business. Salary ranges from $62,000 to $68,000k pro rata depending on experience.

Benefits

Ongoing training and development

Generous employee discount

Access to industry events

Qualifications

• Authentic and relatable community builder.
• Confident written and verbal communicator.
• Positive and solutions-focused attitude.

Responsibilities

• Deliver exceptional customer experience across all channels.
• Resolve customer challenges balancing happiness and commercial outcomes.
• Oversee improvements in online order journey.

Skills

Customer connection

Communication skills

Organizational skills

Problem-solving

Team player

Job description

Online Customer Experience Specialist - Part Time

Daisy & Hen began in 2016, and from humble beginnings has grown into one of Australia's most loved baby & children's multi brand retailers.

Our mission is simple: to create joy - for little people, and those who love them.

We deliver exceptional customer experiences and connect deeply with our community. Every product we stock is intentionally curated for function, style and quality. We are proud to be a leading stockist for incredible brands like Jellycat, Tiger Tribe, Huxbaby, Connetix, Olli Ella and 60+ others.

This role is based at our Mile End HQ, and we have a network of 4 beautiful stores here in SA, (and 5 at Burnside coming soon). We are a proudly independent, female-owned business, doing some very exciting things right here in SA.

Check us out on Instagram @daisyandhen for a glimpse of who we are.

About the role

We are looking for a Customer Experience Specialist to lead our online customer service and community experience with warmth, care and efficiency.

This role is at the heart of our online store, and your connection to our community will span emails, phone service, social media and our Loyalty Program (coming soon). You will work closely with our Retail Store Network, Warehouse / Fulfilment team and our Digital Team to ensure a seamless and joyful experience across every touch point.

Day to day you will

• Deliver exceptional and on-brand customer experience across all touch points (email, phone, socials, live chat, etc.). Wherever our community is - we meet them.
• Seek opportunities to surprise and delight.
• Assist customers with their purchasing decisions.
• Resolve challenges and grievances, balancing customer happiness and commercial outcomes.
• Oversee and continuously improve our online order customer journey.
• Take ownership of our loyalty program, ensuring members are engaged and feel valued.
• Nurture and grow our Facebook VIP community.
• Support our store teams with customer service as needed.
• Drive improvements in systems and processes and identify opportunities to improve.
• Contribute to broader business strategy and planning via leadership WIPs.
• Support off-site activations and events throughout the year, as well as admin support to the Founder when relevant to your role.

You are

• Authentic, relatable and a community builder, who understands the importance of customer connection.
• Excited by our brands and products and willing to learn all about them.
• A professional, confident and conversational written and verbal communicator, with a strong grasp of using a tone of voice.
• Super organised (many tabs open, all under control!) and a creative problem solver with a strong attention to detail.
• Positive, can-do and high energy in your approach to work.
• Solutions focused, able to balance our customers wants and needs with commercial and operational efficiency.
• A true team player, able to work as part of the broader team towards business goals.
• Willing to join a fast growing, SA and female owned business in a key management and leadership position.

Hours and compensation

• Part Time hours: Monday - Friday 9am - 1pm. There will be an opportunity to increase hours as the business grows. During peak times, you may need to flex up.
• Salary of $62,000 - $68,000k + super, negotiable based on experience. Paid pro rata to your hours.
• Flexibility and support in a close-knit team.
• Ongoing training & development and career growth as we continue to expand.
• A seat at the table and a chance to participate in broader business strategy. Your voice matters here.
• Access to industry events, ongoing L&D, generous employee discount and quarterly team events.

How to apply

If this sounds like you, we'd love to hear from you. Please send us your resume and a short cover letter sharing why you're the right fit.

No recruitment agencies please – we’ve got this one covered.

Application questions

Your application will include the following questions:

• Do you have customer service experience?
• Which of the following statements best describes your right to work in Australia?
• How much notice are you required to give your current employer?
• What's your preferred work type?
• What's your expected annual base salary?

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