Customer Experience

5 days ago

Balaclava, Victoria, Australia Husk Full time $60,000 - $80,000 per year

Customer Experience & Archive Manager

We are seeking a highly motivated professional to deliver exceptional customer care across our business and to oversee the day-to-day operation of our new Archive Store.  This is a hands-on role also responsible for overseeing e-commerce fulfilment.

You will be directly involved in every aspect of customer care, overseeing fulfilment of some online orders and the archive store — including personally handling customer enquiries. This role is ideal for someone who thrives in a fast-paced hands-on environment, enjoys working independently, and has a passion for high-end fashion retail.

Key Responsibilities

Customer Care

  • Handle customer enquiries and complaints across email, phone, and live chat/social channels.
  • Provide prompt, empathetic, and professional responses to ensure a premium brand experience.
  • Investigate and resolve delivery issues, product complaints, and service concerns, liaising with couriers and internal teams where needed.
  • Track and report on customer feedback to identify recurring issues and opportunities for improvement.
  • Maintain consistent communication standards and tone of voice in line with the brand.

E-Commerce Operations

  • Work closely with warehouse and retail operations to ensure smooth order fulfillment, returns, and exchanges.  Get personally involved in order fulfilment from warehouse, either hands on or through co-ordinating casual team members.

Archive Store Operations

·      Manage the day-to-day operation of our new bricks & mortar Archive Store, ensuring it reflects brand standards.

·      Oversee product presentation, ticketing, and store environment.

·      Coordinate Archive Store inventory, ensuring stock is accurate, well-presented, and aligned with business needs.

·      Liaise with the head office team to support promotions, events, and clearance strategies.

Commercial & Strategic Support

  • Monitor and report on e-commerce returns, and customer satisfaction.
  • Contribute insights to improve product, merchandising, stock allocation, and digital marketing initiatives.

Skills & Experience

  • 5+ years' experience in bricks & mortar retail, e-commerce or online retail, ideally within the luxury fashion or aligned sectors.
  • Strong practical knowledge of Shopify.
  • Prior experience handling customer service and complaint resolution is desirable but not essential.
  • Excellent written and verbal communication skills with a customer-first mindset.
  • Highly organised, detail-driven, and able to juggle multiple priorities independently.
  • Passion for fashion, design, and delivering a luxury customer experience.

Success in this Role Looks Like

  • Customer-focused, smooth-running online store fulfilment that reflects our brand's premium positioning and enhances sales.
  • Customer enquiries and complaints resolved promptly and positively.
  • An Archive Store which operates smoothly and optimises sales of out of season stock.

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