Online Customer Experience Manager

2 weeks ago

Dandenong, Australia Baby Bunting Full time

Growing ASX retailer with genuine career progression opportunities
- Flexible working arrangements / work from home 2 days a week
- Play a key role in the long term online and business strategy

**Join the family devoted to families.**

Family. It means everything to us. From our very first baby steps as a small Balwyn store in 1979, we've grown to become Australia's largest and best-loved baby retailer. Along the way, we've never lost sight of the fact that it's our team members that make Baby Bunting so special.

Every day, our diverse and dedicated store team members provide expert product knowledge to support mums, dads, grandparents and carers through the early years of parenthood. We’re passionate about creating better experiences every day - for our customers and each other.

**The benefits of joining us**:
Our culture nurtures a place where you can grow and thrive, be your authentic self and where inclusiveness and diversity really matters. We are a progressive industry leader and have a great sense of pride about what we do. We genuinely recognise and celebrate success and have a lot of fun along the way.

You will also be rewarded with benefits like these:

- We're accelerating our growth across Australia and New Zealand, which will create exciting personal development and career progression opportunities.
- We're making the most of flexible working, driving strong collaboration and supporting our teams virtually and flexibly - work 2 days from home.
- Team discounts
- We have a new Support Centre and National Distribution Centre based in Dandenong South, featuring modern technology and facilities including a team member hub, onsite parking, Basketball court, BBQ area and outdoor Table Tennis.
- Paid parental leave
- Novated lease options available
- You’ll be joining a dynamic, friendly team where you’ll be challenged and supported to achieve personal and business goals.
- A work environment that is highly collaborative, inclusive, and progressive.

**Join our family in this role**:
The Online Customer Experience Manager is responsible for the end to end design, development and continuous improvement for omni-channel customer experiences to grow customer lifetime value, NPS and online sales. The remit includes end to end omni channel touchpoints including in-store browse, click & collect and home delivery.

Leading the creation and socialisation of the omni-channel experience strategy and roadmap, ensuring customer needs are held at the forefront and measurably addressed. You will be designing and creating journeys which represent the brand, meets customer needs and differentiates Baby Bunting from competitors.

Success in this role will be realised when Baby Bunting can offer seamless omni-channel experiences which address identified customer needs, and have seamless continuity across the end-to-end customer journey and all business functions / touchpoints e.g. Marketing, Store Operations, Customer Care.

To achieve these outcomes, the Online Customer Experience Manager will be required to lead a team including BA and UX resources to research, design and continuously improve omni-channel customer experiences and build an omni-channel experience capability within Baby Bunting.

**What you'll bring to the role**:

- Bachelor’s degree with a specialisation in digital marketing or business with five years working experience in a related field.
- High level of communication, both written and verbal.
- Proven people management and team building experience.
- A strong proficiency at using digital analytics platforms - preferably Google Analytics and Contentsquare.
- Ability to think strategically based on changing retail landscape, evolving customer needs and browse/purchasing behaviour.
- Analytical to provide detail or insight into business performance and trends, and build compelling recommendations.
- Vendor management experience.
- Strong facilitation and collaboration skills.
- Commercially minded with demonstrated ability to build a business case.

**Ready to become family?**

We’d love to hear from you.

**Looking for more?**

Join our Talent Community to stay up to date with our upcoming job opportunities

**Please note;**
- Due to the intimate and personal nature of our work, successful applicants will need to undergo a National Police Criminal History check.
- Baby Bunting policy is that our team members must have an up to date COVID vaccination status, unless medically exempt.

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