Head of Customer Experience

3 days ago

Marrickville, Australia Suitor Full time

**Job Title**: Head of Customer Experience

**Location**: Marrickville, Sydney

**Company**: Suitor

**About Us**:
Suitor is the leading online suit and tuxedo rental company based in Australia. We pride ourselves on offering high-quality formal wear with exceptional convenience and service to our customers.

**About the Role**: As our Head of Customer Experience, you’ll lead the charge in ensuring every customer interaction reflects the excellence and sophistication of our brand. This is more than just a job; it’s an opportunity to champion a love for suits while delivering extraordinary service. You’ll oversee customer inquiries, resolve issues, and collaborate with fulfilment, marketing, and leadership teams to continuously improve the customer journey. If you share our passion for formalwear and want to shape how people experience Suitor, this role is for you.

**Key Responsibilities**:

- Resolve customer queries and complaints with professionalism, care, and efficiency.
- Provide expert advice on sizing, order tracking, and formalwear selection.
- Work closely with the fulfilment team to ensure timely and accurate order processing.
- Gather and analyse customer feedback to enhance the overall shopping experience.
- Collaborate with the marketing team to engage customers through social media and other channels.
- Champion a culture of passion for suits and formalwear within the team.

**About You**:

- Previous experience in a customer service or customer experience role, preferably in e-commerce.
- Strong communication skills, both written and verbal.
- Excellent problem-solving abilities with a customer-first mindset.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Familiarity with e-commerce platforms and CRM systems is a plus.

**Why Join Suitor?**
- Be part of an innovative and customer-focused team.
- Opportunity for growth and professional development.
- Competitive salary and benefits package.

Pay: $70,000.00 - $80,000.00 per year

Schedule:

- 8 hour shift

Supplementary Pay:

- Overtime pay

**Experience**:

- E-commerce Customer Service: 1 year (preferred)

Work Authorisation:

- Australia (required)

Work Location: In person

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