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E-commerce Operations Director

1 week ago

Gold Coast, Queensland, Australia CSB Full time
Career Growth Opportunities

Crop Shop Boutique offers exciting career opportunities for those passionate about customer experience. This role provides a chance to grow professionally, working in a dynamic e-commerce environment.

As a key member of our team, you will contribute to driving business growth and success. Your expertise in customer experience will be leveraged to develop innovative solutions and strategies.

About the Team

The CSB team is dedicated to empowering women worldwide. We believe in creating an inclusive and supportive environment that fosters growth and development.

We value collaboration, creativity, and innovation. If you are passionate about customer experience and eager to grow professionally, join us at Crop Shop Boutique.

About the Role
  • Lead the CX team, ensuring customer satisfaction and productivity align with KPIs.
  • Develop and implement strategies to enhance the customer experience.
  • Manage chargebacks and fraudulent orders, collaborating with internal teams.
  • Own the Customer Service Platform (Kustomer) and Survey platform (Survicate).
  • Develop and maintain the internal policy log and external knowledge base.
  • Train and onboard team members to deliver exceptional customer experiences.
About You
  • Thrives in fast-paced environments, with 4+ years of experience in customer experience in direct-to-consumer retail.
  • Demonstrated problem-solving skills and ability to go above and beyond for clients.
  • Experience with Klavyio, Survicate, Helpdesks, and Shopify is highly valued.
  • Excellent communication, interpersonal, and presentation skills.
  • Able to analyze technical issues and provide solutions or escalate problems.
  • Strong attention to detail and analytical thinking.