Voice of Customer Lead

**Voice of Customer Lead** Since launching in 2011, THE ICONIC has redefined the future of retail in Australia and New Zealand. As the leading fashion, sports and lifestyle e-commerce destination in the region, our e-commerce platforms (Retail, Marketplace and Services) provide a seamless and inspiring end-to-end customer experience. We are a diverse and dynamic community of over 1,000 people working towards our purpose "To bring on the future of shopping". THE ICONIC is people and planet positive, and we strive towards creating a positive impact in the world by driving genuine and meaningful change for the better of all communities involved. **Customer Service at THE ICONIC** Our Customer Service Team loves delighting our customers and this passion leads us to go above and beyond every day, in every way. This team is a zestful, high performing bunch, motivated by improving the customer experience by challenging the status quo. **What you will do** As the Voice of Customer Lead you will be the advocate for our customer needs in every aspect of their journey at THE ICONIC. **What you'll do** - Write clear and concise documents expressing complex concepts to improve our CX in a logical manner and able to present decisions to leaders & departments. - Plan, develop and execute CX programs within the department across the entire project life cycle & contribute to broader ICONIC projects to ensure we are customer centric. - Leading the overall Process improvement opportunities within the CS team & guide the PI & Training team to prioritise the most impactful initiatives. - Constantly analyse qualitative and quantitative user feedback data to uncover opportunities to improve both our customers and user experience. - Provide reports and findings to ICONIC product teams to ensure these opportunities are captured on roadmaps - Work closely with the Head of Customer Service to execute on the overall CS strategy **What we are looking for**: - Minimum 3 years proven experience in a CX project role, or in a similar customer-focused role. - Strong leadership and management skills, with the ability to motivate and mentor a team of customer service professionals. - Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and team members - Responsible for preparing and submitting weekly/monthly reports on key performance metrics to senior management, ensuring accuracy, clarity, and alignment with organisational goals - Leads the development and execution of customer journey mapping initiatives to identify key touchpoints, pain points, and opportunities for enhancing the overall customer experience across all channels - Manages end-to-end customer service and CX projects, overseeing planning, execution, and delivery to ensure projects meet objectives whilst enhancing customer satisfaction and operational efficiency **Why you'll love THE ICONIC** From our ways of working to our growth mindset and sustainable approach, we each add unique value and have an incredible amount of fun doing it People are our greatest asset and our ICONITE experience is designed to empower you to do your best work. Here's what to expect when you join THE ICONIC: - **Flexible Working. **We offer a hybrid and flexible working model so you can do your best work in a way that works for you - **The learning collective.** Get your knowledge fix with our learning days & hackathons - **Parents at THE ICONIC.** Access to our parental leave program and an extra day off for your kids' first day of school every year - **Birthday leave.** Enjoy a paid day off for your birthday and an ICONIC voucher to treat yourself - **Curate your style.** No matter what your style is, we have got you covered with our Amazing staff discount and our famous sample sales - **People & Planet Positive**: From our ethical sourcing and sustainability strategies to our community engagement and diversity, our responsibility is multifaceted, and each of these facets are equally important. - **Wellbeing.** Access to our discounted gym memberships and wellbeing programs - **People first. **Access our Employee Assistance Program for you and your family. - **Volunteer days**. Work as a Charity Partner with Thread Together for society and environmental change. - **Refer a friend.** Enjoy a referral reward for successfully referring someone to THE ICONIC. **Additional Information