Head of Customer Experience

Not all heroes wear capes — but plenty of them use toilet paper
Want to challenge yourself at a purpose-led scale up AND make a difference in the world? Come join the revolootion

Funny name, serious business
We are a leading eco-friendly household essentials business and we donate 50% of our profits to help everyone gain access to clean water and a toilet. As of June 2024, we've contributed over $18 million AUD to this mission. Basically, we're really good at making it easy to do good.

We operate scaling businesses in the UK, US and Australia (Canada, soon). Our amazing team is based in Australia, the UK, the Philippines, China, and the US. Over 250 of us work together to make the biggest possible impact for people and the planet. Over the next 5-10 years, we're hoping to increase our annual donation tenfold to get us closer to our dream of everyone in the world having access to clean water and sanitation services.

A bit about the role
We're looking for a Head of Customer Experience who is passionate about building an unparalleled customer journey. This isn't your average role.

You'll be the heart of our community, ensuring every interaction leaves our customers feeling heard, valued, and genuinely delighted. As a senior leader, you'll lead, nurture and empower an incredible team to create these moments for our customers around the world.

You'll not only shape our broader customer experience strategy but also make sure our customer's voice is at the center of everything we do, weaving customer delight into the very fabric of our organisation.

If you worked here this past month, you might have...

• Championed the customer:
  You made a brilliant case to invest in new CX tech, showing everyone how a small change in our systems could make a massive difference in our customers' lives. You jumped into cross-functional meetings, armed with customer data and insights, to help the Product team nail their next launch.
• Led with connection:
  You dove deep into our customer data, looking for opportunities to make our relationships even stronger. Spotting a trend in "Where is my order" tickets, you partnered with our Operations team to get ahead of potential shipping delays, turning a sticky situation into a moment of genuine care.
• Nurtured your team:
  You've mentored your direct reports, enabling their leadership of ambitious projects.
• Tackled big problems:
  When a huge customer issue popped up, you stepped up with confidence and empathy, bringing together key players and guiding everyone through to find a compassionate and clever solution.

Let's talk about you
You're not just a people leader; you're a people champion. You've got a knack for spotting ways to make things better and the smarts to influence others to get it done. You're a natural at building strong relationships, from engineers to marketers, with total ease. You can move between the big-picture strategy and the detail of daily operations.

You inspire change from within, elevating performance in a globally distributed team supporting us all to flourish. You are creative in finding moments of inclusion and connection with your teams, leading with empathy and motivating them to work in a values-aligned way.

You're a data whisperer, using insights to anticipate needs and personalise experiences. You think deeply and pragmatically about tech, always looking at how automation and AI can make things smoother for your team and our customers, ethically and sustainably.

You're an eCommerce nerd and understand the DTC world. You champion approaches that will deliver value to our customers and innovate to drive improvements across various customer satisfaction metrics, elevating the CX function along the way.

You utilise your experience from elevating CX functions in the past to empower your teams to test and iterate scaling what works and confidently pausing the rest.

You give a crap
Do you want your work to make the world a better place? Do you want to work with other people who feel the same way? What a coincidence — us too

Why should you work with us?
First off, as a certified B Corp, we work to make a difference every day while maintaining the highest standards of social and environmental impact. With our most recent score of 125.5 we're in
very
good company with other
exceptional
B Corps around the world.

We also believe that helping to make the world a better place should be rewarded accordingly – that's why we offer competitive, market informed salaries, meaningful support towards healthcare for our team around the world, generous paid leave, tailored learning and development opportunities, and free toilet paper (yes, you read that right).

Our engagement surveys (thanks Culture Amp) tell us that our team is really proud (95%) to work for Who Gives A Crap and, well,
we
couldn't be more proud of that.

Have you made it this far?
If you're still reading, we think there's a strong chance you might be our kind of person. Here's the thing, though — research suggests that 60% of women and underrepresented folks might have already talked themselves out of applying. Even if you don't check every box above, we want to encourage you to introduce yourself. We believe a diversity of perspectives and experiences makes a team stronger — and the stronger our team, the closer we are to delivering toilets and clean water for all.

***Ready to jump in? Please note our application deadline is EOD Tuesday, October 14th AEST.

Pssst... if you've already had a cheeky chinwag about this role with our wonderfully talented search partners, no need to send another application our way. Your existing one will do the job***