Customer Experience Lead

SUMMARY

Move With Us
is on a mission to empower women to build stronger minds, bodies and habits along their personal health journey. Through our popular Move With Us App, we have created a movement that has transformed the lives of hundreds of thousands of women worldwide. And we're just getting warmed up

We are seeking a customer-obsessed Customer Experience Lead to optimise CX customer journeys and lead a lean but mighty CX Team. Reporting directly to the General Manager, you'll transform customer interactions into business growth while mentoring a high-performing CX team and supporting our customers along their health and fitness journeys.

What You'll Do:

This is a hands-on role which will see you turning customer pain points into acquisition and retention wins through data-driven CX optimisation. Lead escalations, build automation workflows, and coach your team while directly impacting conversion rates and membership renewals. This is a highly dynamic role which will see you directly shaping our customer touchpoints and convert interest into lifetime customers that keep moving with us.

Why You'll Love This Role:

• Results-driven leadership
   - Help turn customer feedback into measurable business improvements.
• Hands-on impact
   - Balance systems-thinking leadership with frontline customer interactions.
• Growth-focused environment
   - Lead a lean, high-performing team.
• Mission-driven work
   - Help transform lives while building scalable CX processes.

KEY RESPONSIBILITIES

Customer Experience

• Respond to inbound customer inquiries across web/app chat, email & social platforms with appropriate tone, language, speed and professionalism.
• Handle critical customer situations and escalated complaints from the CX and wider team.
• Continuously monitor, analyse, and optimise Key Performance Indicators (KPIs) and other metrics related to customer experience and support service levels.
• Develop and maintain the customer-facing knowledgebase to empower self-service by customers and inbound ticket deflection.
• Manage macros/saved replies and other automations to systematise repetitive work.
• Anticipate Frequently Asked Questions for upcoming product releases and create feedback loops to refine the effectiveness of these based on actual enquiries over time.
• Process customer refunds according to refund and cancellation policies, while employing winback strategies.
• Actively improve the customer product experience by optimising CX software to increase the number of users converting to paid membership, and the retention rate of existing Membership customers.
• Engage with community members as required to facilitate testimonial/transformation capture and award and reward Challenge and prize winners.
• Provide ad-hoc quality assurance testing support and feedback to the Product team (simulating the end-customer) for new and updated features.

Team Management

• Work collaboratively with other members of the CX function to efficiently triage, prioritise and execute overall CX workload.
• Lead regular standup meetings to align the CX team on emerging key trends and current priorities.
• Lead and mentor CX team members through coaching and knowledge sharing.
• Hold regular 1:1 meetings with direct reports to facilitate high performance, growth and development.
• Administer Performance Reviews for direct reports in accordance with Performance Review cycle.

Reporting and Stakeholder Engagement

• Prepare regular reports on customer experience metrics, trends, and insights for the leadership team.
• Work collaboratively with the Operations Lead to provide data-driven recommendations for service enhancements.
• Work closely with the Product Development team to incorporate customer feedback into product improvements and new features.
• Develop and implement strategies to gather and act upon customer feedback, including surveys, targeted outreach campaigns, and other research methods.
• Other tasks may be assigned from time to time which contribute to the overall success of the company.

SKILLS, EXPERIENCE, EDUCATION

Required:

• Minimum 5 years experience in customer service, with at least 2 years in a senior or team management role.
• Excellent communication skills, both written and verbal.
• Experience with Shopify Plus platform.
• Advanced problem-solving and analytical skills.
• Excellent attention to detail and accuracy in work.
• Knowledge of customer experience best practices and industry trends.
• Strong organisational and time-management skills.
• Ability to work independently and as part of a team.
• Passion for health and fitness.

Highly Regarded (Desirable but Not Mandatory):

• Experience with Intercom, Klaviyo or other Customer Relationship Management (CRM) software is highly regarded but not essential.
• Experience working with a subscription/membership based business highly regarded but not essential.
• Experience providing customer support for App-based products.
• Personal Training qualification or interest highly regarded but not essential.

BENEFITS

• Be an integral part of a brand that is on a mission to empower women around the world through health and fitness.
• Modern open-plan office based in beautiful Burleigh Heads, Queensland.
• Hybrid working arrangements available on scheduled days.
• Generous staff discounts to Move With Us and our sister brand, CSB.
• Incredible initiatives and team activities throughout the year.
• Free access to our fully decked out on-site gym
• Enjoy perks like free coffee and snacks.

APPLICATION TIPS

• For your application to be considered, it is recommended that the following documentation is attached with your application:
• Cover Letter
   – Please provide a single page written introduction to yourself, and why you think you're a fit for this opportunity.
• Current Resume/CV
   – Your resume should include your contact details, work experience, educational background and key highlights.
• Please note:
  due to the high volume of applications, only those who successfully progress to the next stage will be contacted. Thank you for understanding.