Customer Experience Manager

20 hours ago

Lytton, Australia Beginning Boutique Full time

**Job Title: Customer Experience Manager**

**Location: Lytton, QLD, Australia**

**About Beginning Boutique**:
Beginning Boutique is a fast-growing online fashion retailer with a mission to excite our customers with our products and shopping experience. We envision a shop that truly values each individual customer, goes the extra mile in exceptional retail experiences, and treats our customers like they are our best friend. Our culture is built on nurturing and encouraging employees to grow, have fun, and support each other. Our core values include putting the customer first, being an amazing collaborative team, forward-thinking, and pushing boundaries.

**The Opportunity**:
Are you a strategic leader passionate about creating exceptional customer journeys? We are looking for a Customer Experience Manager to join our team in Lytton, QLD. This role is pivotal in enhancing the efficiency and effectiveness of our Customer Care department by driving improvements in Conversion Rates (CVR) and streamlining processes. You will analyze customer interactions, identify opportunities for improvement, and implement strategies to optimize the customer experience, ultimately contributing to business growth.

**Key Responsibilities**:

- **Customer Experience Strategy**: Own and evolve the CX strategy across our stores, care, and post-purchase journeys. You will map customer journeys to identify pain points and champion the customer voice across all departments.
- **Process & Efficiency**: Identify and improve inefficiencies across all customer touchpoints and maintain documented Standard Operating Procedures (SOPs).
- **Team Leadership**: Lead, manage, and coach the AU Customer Care Manager and influence Store Managers across both our AU and US locations on customer experience execution. You will set clear performance goals and development plans for all customer-facing teams.
- **Operational Excellence**: Collaborate with internal stakeholders like Warehouse, IT, and Marketing to implement 'best-in-class' customer service processes. You will also deliver key CX projects quarterly, such as reducing returns and uplifting loyalty moments.
- **Analytics & Reporting**: Lead monthly CX performance reviews and build dashboards to track key metrics like NPS, CSAT, and SLAs. You will deliver clear reporting on customer insights and trends to senior leadership.

**What You'll Bring**:

- **Experience**: Proven experience in a Customer Care or Customer Experience role is essential.
- **Skills**: You have a strong understanding of CVR optimization strategies. You possess excellent analytical and problem-solving skills, with proficiency in using CRM software.
- **Leadership**: You have experience in delivering training and development programs and are skilled in coaching and influencing teams.
- **Behavioral Competencies**: You are widely trusted and seen as a direct and truthful individual with strong moral principles. You create strong morale and teamwork within a team, fostering open dialogue and a feeling of belonging. You are able to work in a courteous, respectful, and professional manner, and manage opposing perspectives.

**Ready to Make an Impact?**

If you are a strategic, data-driven CX leader ready to enhance our customer experience and contribute to our growth, we encourage you to apply

Pay: $70,000.00 - $100,000.00 per year

**Benefits**:

- Employee discount
- Health insurance
- Work from home

Work Location: Hybrid remote in Lytton QLD 4178

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