Online Customer Experience Specialist

Looking for a part time role where you can make a meaningful impact to biz outcomes, be a key part of the team and do drop off & pick up everyday? This is it Hours somewhat negotiable, but approx Mon - Fri, 9am - 1pm. Salary guide $62,000 - $68,000 + super, pro rata & dependant on your experience.

Find our more:

Who we are:

Daisy & Hen began in 2016, and from humble beginnings has grown into one of Australia's most loved baby & children's multi brand retailers.

Our mission is simple: to create joy - for little people, and those who love them.

We deliver exceptional customer experiences and connect deeply with our community. Every product we stock is intentionally curated for function, style and quality. We are proud to be a leading stockist for incredible brands like Jellycat, Tiger Tribe, Huxbaby, Connetix, Olli Ella and 60+ others

This role is based at our Mile End HQ, and we have a network of 4 beautiful stores here in SA, (and 5 at Burnside coming soon) . We're a proudly independent, female-owned business, doing some very exciting things right here in SA.

Check us out on Instagram @daisyandhen for a glimpse of who we are.

About the role:

We are looking for a 
Customer Experience Specialist
to lead our online customer service and community experience with warmth, care and efficiency.

This role is at the heart of our online store, and your connection to our community will span emails, phone service, social media and via our Loyalty Program (coming soon ) You'll work closely with our Retail Store Network, Warehouse / Fulfilment team and our Digital Team to ensure a seamless and joyful experience across every touch point.

Day to day you will:

• Deliver exceptional and on brand customer experience across all touch points (email, phone, socials, live chat etc) Wherever our community is - we meet them.
• Seek opportunities to surprise and delight.
• Assist customers with their purchasing decisions.
• Resolve any challenges and grievances, balancing customer happiness and commercial outcomes.
• Oversee and continuously improve our online order customer journey.
• Take ownership of our loyalty program, ensuring members are engaged and feel valued.
• Nurture and grow our Facebook VIP community.
• Community engagement
• Support our store team's with customer service as needed.
• Drive improvements in systems and processes and identify opportunities to improve.
• Contribute to broader business strategy and planning via leadership WIPs.
• Support off site activations and events throughout the year, as well as admin support to the Founder when relevant to your role, and as need.

You are:

• Passionate about delivering exceptional customer experiences.
• Authentic, relatable and a community builder, who understands the importance of customer connection.
• Excited by our brands and products and willing to learn all about them.
• A professional, confident and conversational written and verbal communicator, with a strong grasp of using a tone of voice.
• Super organised (many tabs open, all under control) and a creative problem solver with a strong attention to detail.
• Positive, can-do and high energy in your approach to work.
• Solutions focused, able to balance our customers wants and needs with commercial and operational efficiency.
• A true team player, able to work as part of the broader team towards business goals.

Why join us:

A rare chance to join a fast growing, SA and female owned business in a key management and leadership position.

• Part Time hours: This is a Monday - Friday 9am - 1pm role. There will be an opportunity to increase hours as the business grows. During some peak times, you may need to flex up.
• A salary of $62,000 - $68,000k + super is negotiable, dependant on your experience. Paid pro rata to your hours.
• Flexibility and support in a close knit team.
• Ongoing training & development and career growth as we continue to expand.
• A seat at the table and a chance to participate in broader business strategy. Your voice matters here.
• Access to industry events, ongoing L&D, generous employee discount and quarterly team events.

How to apply?

If this sounds like you, we'd love you to apply via Seek.

No recruitment agencies please – we've got this one covered.