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Ecommerce CX Operations Specialist
1 month ago
Country Road Group (CRG) is embarking on a transformative journey to position itself for growth, leveraging its scale, capabilities, and culture as a House of Brands.
We are seeking an experienced Ecommerce CX Operations Specialist to join our team. In this role, you will be responsible for supporting the strategic development and operational execution of best-in-class Post Purchase Online Customer Experience (PP CX) across all CRG Brands.
About the Role- You will lead the operationalisation of CRG's PP CX by developing, optimising, documenting, and supporting processes that deliver improvements.
- Develop metrics and KPIs to monitor and analyse PP CX performance, providing insights and recommendations for actions to enhance trade outcomes and customer retention and re-purchase rates.
- Strategically drive our online fulfilment program in-store and support Capacity Planning across all fulfilment channels.
- Project Support: Lead fit-for-purpose delivery of CX-based projects and CX-related project elements.
- Support the Head of eCommerce in Stakeholder Liaison & Engagement.
- Collaborate with HO eCommerce, eCommerce Managers, and Digital Product teams to identify and deliver incremental improvements to PP CX through projects and initiatives.
- Experience with dedicated Online CX and post-purchase CX ownership.
- Experience operating within an eCommerce business and working across digital operations, preferably within fashion retail.
- Demonstrated experience working with internal teams, technical vendors, and commerce partners to achieve online success.
- Well-developed communication, time management, analytical, and organisation skills.
- Exceptional interpersonal skills, stakeholder engagement, and problem-solving abilities.
- Exemplary understanding and knowledge of ecommerce operations and retail trading (technical, functional, and strategic).
- Exemplary process development, documentation, and workflow management skills.
As one of Australasia's largest Lifestyle Brand Houses, comprising iconic brands such as Country Road, POLITIX, Trenery, Witchery, and MIMCO, we offer:
- Generous employee discounts across our House of Brands.
- Seasonal clothing allowance.
- An additional day of leave for your birthday.
- An industry-leading Parental Leave Program.
- Flexible working arrangements to support work/life balance.
- Annual learning calendar to support the ongoing development of our team.
- Support community partnerships across our Corporate Social Responsibility Program.
- We are committed to operating ethically, sustainably, and responsibly.
The estimated salary for this role is around $80,000-$110,000 per annum, depending on experience and location.
