Online Cx Specialist

7 days ago

Melbourne, Australia Country Road Group Full time

**Online CX Specialist**:
**Job No.**: 997018

**Location**: Melbourne - CBD & Inner

**Job type**: Full-Time

**_Country Road Group (CRG) is embarking on transformation to position itself for growth, leveraging our scale, capabilities and culture as a House of Brands. We are investing in new and existing capabilities and have a number of exciting opportunities available._**

We have a great opportunity for an Online CX Specialist to join the Country Road Group. In this role you will be supporting the strategic development and operational execution of best-in-class Post Purchase Online Customer Experience (PP CX) across all CRG Brands. Not only will you be driving efficiency across fulfilment, packaging and customer service, you’ll also be responsible for optimizing post purchase elements such as Click & Collect, Same Day Delivery, Gifting and many more.

**_ Key Accountabilities_**
- Lead 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, further 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 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.

**_Key Capabilities_**
- 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 problemsolving abilities.
- Exemplary understanding and knowledge of ecommerce operations and retail trading (technical, functional and strategic).
- Exemplary process development, documentation and workflow management skills

**Why work for CRG?**

The Country Road Group is one of Australasia’s largest Lifestyle Brand Houses comprising of iconic brands such as Country Road, POLITIX, Trenery, Witchery and MIMCO. Here are some of the great things 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.

  • Client Solutions Specialist

    2 weeks ago

    Melbourne, Australia Probe CX Full time

    **Why Probe CX?** - ** Dynamic Environment**: Thrive in a fast-paced and supportive workplace where you can level up your customer service skills. - ** Career Growth**: Start with entry-level calls and progress to increasingly complex tasks, gaining experience and honing your skills. Many of our Team Leaders, Trainers, and Operations Managers began their...

  • Learning & Development Specialist - Cx

    5 days ago

    Melbourne, Australia Xero Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Cx Operations Leader

    7 days ago

    Melbourne, Australia CoStar Group Full time

    CX Operations Leader **Job Description**: Company Overview: CoStar Group (NASDAQ: CSGP) is a leading global provider of commercial and residential real estate information, analytics, and online marketplaces. Included in the S&P 500 Index and the NASDAQ 100, CoStar Group is on a mission to digitize the world’s real estate, empowering all people to discover...

  • Group Manager Strategy

    1 week ago

    Melbourne, Australia ANC Delivers Full time

    Join a leading, national organisation with a true focus on the customer - Lead and drive CX strategy - Spark the change you want and make an impact in this Senior leadership role **About ANC** ANC is a last mile delivery (LMD) and direct to consumer (D2C) specialist, partnering with many large and emerging retail and e-commerce customers. Our purpose is...

  • Online Learning Advisor

    1 week ago

    Melbourne, Australia Online Education Services Full time $60,000 - $90,000 per year

    About Us Online Education Services (OES) is an education provider that partners with universities to provide purposefully designed and highly engaging online programs. This position will be working within OES in association with Queensland University of Technology Online.QUT Online delivers world-class learning though degrees specifically designed for the...

  • Business Intelligence Analyst

    1 week ago

    Melbourne, Victoria, Australia Probe CX Full time $90,000 - $120,000 per year

    About the RoleIn this role, you will be responsible for the design, development, and maintenance of reports and dashboards across a variety of domains. Your primary goal will be to empower both customers and internal stakeholders by helping them to source, transform, and interpret data, ultimately generating actionable metrics and insights that drive...

  • Customer Service Consultant

    1 week ago

    Melbourne, Australia Probe CX Full time

    **About the role** We're on the lookout for a Customer Service Consultant to join our Melbourne team on a Casual basis (up to 38 hours per week, Monday to Friday) who understands that every interaction can make a real difference in a person’s life. Become an integral part of a team where you'll genuinely connect with meaningful work, collaborating with...

  • Social Media Coordinator

    4 hours ago

    Melbourne, Victoria, Australia Probe CX Full time $80,000 - $120,000 per year

    About the RoleAs Social Media Coordinator, you'll be instrumental in shaping the online presence of a renowned Australian brand. You'll lead community management, develop engaging strategies, and support content creation and publishing. This is a highly collaborative role where your recommendations will directly contribute to exceptional community...

  • Client Care Appointment Setter

    1 week ago

    Melbourne, Australia Probe CX Full time

    **About the role** We're on the lookout for a Client Care Appointment Setter to join our Melbourne team on a Full Time basis (38 hours per week, Monday to Friday, with adhoc Saturday shift) who understands that every interaction can make a real difference in a person’s life. Become an integral part of a team where you'll genuinely connect with meaningful...

  • Team Leader

    2 weeks ago

    Melbourne, Australia Probe CX Full time

    We’re looking for an experienced Team Leader to lead a high-performing team of client care appointment setters on behalf of a health hearing service provider. This role is perfect for a people-focused leader who thrives in a results-driven environment and enjoys coaching, mentoring, and collaborating with clients. This role involves overseeing the...